Switch 2 delayed

[Ingrid1804]

Ordered the switch 2 on release day, was apparently dispatch the same day but 2 days later still no tracking number. should have had an option to collect or faster shipping, ordering on day 1 release and having to wait potentially 5 days is shocking 

[Ingrid1804]

I don’t care about it today, I want an order placed today. I’ve spoken to the customer service and they can’t do anything. Is there a way to cancel the missing parcel processes as it clearly is no longer missing?

[Michael_D · Accepted solution]

If you've been advised by customer services that nothing else can be done, then that would not be possible. If a parcel is marked as coming back to EE, then it cannot be redirected back to you.

As I mentioned above, if you aren't happy with the process and what has happened, you'd need to escalate the complaint over the phone. 

You can also complain through our complaint webform, but that has timescale of at least 7 days at the moment, so will not be resolved as quickly as you wish.

Michael

[Ingrid1804]

I’ve just spoke to DPD again and they have said that EE need to contact the business side on DPD and they can redirect the parcel to me. There must be a department within EE that can do this.

[Michael_D]

You'd need to speak to customer services to discuss that @Ingrid1804. From my previous experience within the company, that has not been possible in the past, but it isn't something I can look at from here.

Michael

[Ingrid1804]

Just when I thought I was coming to the end of this mess, I managed to order a new device on the 10th. Been told it will be dispatched within 48 hours. Guess what, no dispatch confirmation, no one can tell me what is happening with the order, every says it’s got a delivery date for today so it’ll come, but they can’t provide the tracking details because there is none. When asked if it doesn’t arrive today (which it’s now 7pm so can almost guarantee it at the point) what are the next steps, everyone’s answer has been ‘I don’t know’.

Not to mention they still have my old mobile number which has never been active on this account for dpd to send the pin when they eventually receive the package, 3 people have said this has been changed and it’s still not updated, so can see that being an issue in around 6 months when the device is eventually attempted to be delivered.

[Leanne_T]

Hi there @Ingrid1804 

I am very sorry you've had this experience and not had any delivery updates or the number updated. 

As @Michael_D has advised, we are unable to access the account and order on the community, the best people to speak to for an update is our mobile guides. They can check the order and see if this has been dispatched and look into why the number has not been changed for DPD to send the PIN. 

Leanne.

[Ingrid1804]

I’ve spoke to 4 and the answer every time is ‘I don’t know’ 

[Leanne_T]

Hi @Ingrid1804 

I am very sorry you would need to get back in touch and the team to see if they can provide an update for the order. 

Leanne.

[Ingrid1804]

After a 5th phone call requested a manager, was refused this. Now been told it’s out of stock and have to wait for new stock before it’s sent out (although the website was still accepting orders until around 10pm last night because I have been checking it religiously). 

Once the deadlock letter arrives this will be going to the ombudsman because this has been without a doubt the worst service I have ever experienced from any sort of company, it’s an absolute ridiculous way to treat a ‘customer’

[Leanne_T]

Hi @Ingrid1804 

Did the team advise your order has been cancelled or is this still open and waiting for stock to arrive? 

If you have an open complaint, the team will be in touch once this has been looked into. If the complaint has been closed and a deadlock letter has been sent, the letter will have the next steps for you. 

Leanne.