Poor Customer Service

[mcgarryjames]

I am a customer of EE and when my new phone became faulty they refused to provide a new phone and sent me a second hand phone. They didn’t allow me to download all my family memories as the delivery person took my old phone.  Email from EE today saying due an upgrade when contacted they said yes pay off the existing contract first. Customer care is an absolute joke.

[Leanne_T]

Hi @mcgarryjames 

Thanks for coming to the community. 

I'm sorry you have had this experience. DPD would need to swap the device when they arrived, and any data would need to have been backed up before they arrived. 

If you have had an email for an upgrade, does your EE account show you are eligible to upgrade? Do you have a Flex Pay agreement? 

Leanne. 

[Northerner]

Hi @mcgarryjames 

Is this an insurance claim. 

Thanks 

[Chris_B]

@mcgarryjames  what does texting UPGRADE to 150 report back ?   

Read your insurance information about replacement devices.   

The courier cannot just wait there waiting for your device to transfer everything over as this could take hours.   It’s your responsibility to create a back up and then restore from that backup once you get the replacement device.