Watch update fiasco

[GeordEE]

so pre ordered an new apple watch ultra 3 alpine loop L, the delivery guy arrives with the parcel but is unable to hand it over due to me not having a pin. The pin that was needed was sent to the number of the watch, but as it is attached to the phone number of the iphone it can never arrive. Then I call up to ask for the pin, no joy there. I was told they would need to place a new order and cancel the previous order once the watch arrives, now the next problem the order was processed as apple watch ultra Trail loop s/m. So I call again to cancel that one and place a 3rd order with the correct watch and band combination. This was processed correctly, however unlike the two other attempts this time I was changed for delivery, nothing she could do apparently. Now I will need to wait for the new watch to arrive before I can cancel the upgrade processed in the first place..    

[Chris_B]

@GeordEE  The pin is also on the DPD app if you create an account to track the delivery 

[Leanne_T · Accepted solution]

Hi there @GeordEE 

Thanks for coming to the community. 

I'm sorry you've had this experience with the Apple Watch order. If you can try the DPD app as @Chris_B has advised the PIN should be showing for you. 

If the watch is sent back to us, or the watch is delivered and you return this, once the return has been processed the account would be updated and you can upgrade again to the correct watch. If you would like to discuss the delivery charges, I would suggest getting back in touch with our mobile guides and they can open a complaint if this is not resolved for you. 

Thanks. 

Leanne.

[GeordEE]

It’s sorted now I rang again once I had time to get the brain in gear, the delivery charge has been refunded. So now I just wait for the new connection watch to arrive, then I can call and cancel the partly processed upgrade. Customer service have put a note on my account to say that this is the process and to authorise the cancellation of the upgrade and line attached to it. Fingers crossed that all goes to plan 

[Leanne_T]

Hi @GeordEE 

Thanks for the update and for letting me know 🙂

Leanne. 

[mattworcester]

Exactly the same for me, EE used my watch number for the DPD tracking.. utter idiots so I didn't get the PIN two failed delivery attempts, cost for me to upgrade delivery today which failed again after a 1 hour 38 minute call with EE to change the number for the DPD PIN again failed.. 

[GeordEE]

So nothing as yet on will the watch actually arrive, two different dates given one as today 22nd other in a week or so. Still nothing on the DPD app and no text messages as yet. Still concerned the previous undelivered upgrade might not be as easy as I was told 

[mattworcester]

My watch has finally arrived, to now be told I was set up with a 'family plan' and due to a spend limit on the system to fix. this, I need to return the watch wait for this to be processed as a return to then re-order the watch, EE honestly absolute joke !

[mattworcester]

My watch has finally arrived, to now be told I was set up with a 'family plan' and due to a spend limit on the system to fix. this, I need to return the watch wait for this to be processed as a return to then re-order the watch, EE honestly absolute joke 

[Christopher_G]

Hi @mattworcester 

I'm really sorry to hear that you had this problem with your order/account. If this is the advice our customer support team have given, hopefully the re-order will fix it.

Please keep us updated with what happens.

Chris