App and website not showing finance options.

[simonpenny]

Hi all

Trying to buy an Apple MacBook Air, everywhere tells me I can purchase from £30.19/month, which is the 48 month 0% interest option. When I click to apply for finance the screen either hangs or if it does work, only offers upto 9 months!

 This is doing my noodles in, tried in vain to speak to someone and got told to try and different browser!! Safari, Chrome, Duck Duck Go, Firefox and Edge and they still don't work.

How hard is it to have an option on the main telephone menu, where you can report issues with the app or website? 

Anyone else had this issue?

[Leanne_T]

Hi @simonpenny 

Thanks for coming to the community.

Are you logged into your EE account when you are looking to purchase the Apple MacBook Air? 

You can find more information and ways to contact the EE Finance team on the EE Finance: 12, 24, 36 or 48 month loans page. 

Leanne.

[simonpenny]

Hi Leanne

Thanks for replying to my query. I have been logged in before starting the purchase, only logged in after putting the laptop in the basket and every permutation you can think of.

I will check out the link you have posted but I think the issue is your shop/ app.

Thanks

Simon

[Lukomi]

Yes exactly the same issue here, was working a few days ago, now on get 3,6 or 9 months? Defo an issue

[simonpenny]

Good morning Leanne

I have followed the link you posted for EE Fianance and have spoken with Glow. They explained that they only can help with the actual agreement, not any issues I have trying to place the order. The lady I spoke with suggested getting in contact with EE to resolve the issue.

This is the loop I have been experiencing for the last few weeks. In all honesty I would buy from either Apple or John Lewis but your offer of 0% interest makes it the most appealing.  Can you please see if this issue can be rectified?

Kind regards 

Simon

[Rach_H · Accepted solution]

Thanks for letting us know @simonpenny.

We do not have access to accounts here on the Community but if you reach out to our team then they will be able to look into that.

Rach

[Rach_H]

Hi @Lukomi,

Welcome to the Community!

Could you let me know which product is that you're looking to take out?

Rach

[simonpenny]

Good morning Rach_H

This is where the main issue arises. When trying to speak to anyone from 150, they are unable to connect me to the appropriate department. I have tried 150 and the best advice I have been given,  was to try a different browser.

Would it be possible to internally report the issue and maybe look at the website/app.? It appears that I'm not the only one having these problems. I'm pragmatic enough to appreciate that these things happen but the most frustrating part of the problem, is EE's lack of an ability to effectively report these issues.

Kind regards 

Simon

[Rach_H]

The team on 150 are able to raise this as a fault on your account, which we're not able to do here, as we do not have account access @simonpenny.

Rach

[simonpenny]

Thank you for the quick reply. Which options do I need to select to speak to the correct person? So far most of your advisors have been unable/unaware of  how to report this issue.

Kind regards

Simon