Route for returning Router Unacceptable, Time Consuming and Costly

[Socialite2021]

Ordered upgrade to our old router which involved taking out new 18 month contract but using our original 5g data sim.  Router arrived (EE 5Gee  Router HH70C) but won't work as no points for external antennae.  Arranged to return 1/09 and was promised bag.  No bag so another sent 8/09.  Several really good agents were on the case.  Finally on the 16/09 case referred upwards and a Jiffy 1 bag sent.  This hasn't yet arrived but maybe tomoz.

All documented on my a/c but nothing will be resolved until I return the router - this cannot be done via post, delivery service or local shop. We have to use the bag!  It is so inefficient.  EE has our £100 deposit which we would like returned and we would also like to go back to our original contract (cheaper) or even take out another contract if offers are right.  This cannot be done until EE receive the router back.  Our Sim back in the old router, works fine but noisy.

Please EE devise a better route for returning routers as this delay quite unacceptable.  Agents  Craig, Teresa and Leanne have been quite excellent.  Our address has been checked several times so where are they going?  Were they ever sent?  Can they be traced/tracked?

[Schockwave · Accepted solution]

@Socialite2021 , unfortunately, here in the community forum we have no way of checking, we do not have account access and do not know who you are, this is a public forum, you can however launch a complaint here:

https://ee.co.uk/help/contact-ee/complaint/complaint-form

[Socialite2021]

Thank you Schockwave.  I am really wondering what others in the community think about this (ridiculous) system for returning Routers.  I will fill in a complaint form in due course.

[Socialite2021]

Anyone out there had problems with receiving a return bag (Jiff 1 or otherwise) from EE customer service/complaints or whomever?  The system is dire.  Latest request for Jif 1 refused by sending department as they said it was not within 14 day returns period.  This is entirely wrong.  Complaints filled in but this system needs reviewing.  New bag being sent but am not holding my breath that it will arrive.

[Peter_W]

Hey @Socialite2021, I can appreciate it's frustrating if you feel our team haven't been able to get this sorted for you, but it should definitely be possible to order a jiffy request out of process. 

Please let us know how you get on with complaints, and just for your reference, you can find more details on our escalation process via our complaints code of practice.

Peter

[Socialite2021]

Peter it is just wonderfu to have someone who gets it.  Your agents (except one who failed to understand anything) have been superb.  Latest, Nicola, typed up the whole sorry saga from start to finish yesterday and filled in a form to request another returns bag. She will ring me on Monday.  She told me that returns should contact us within 72 hours.  I had no such contact with previously ordered bags.  Nicola was unable to ring Channel Returns (the system said NO).  Something not right but no investigation as to why I have not received any bags so am not confident the one ordered yesterday will get here.  Fingers' X and thank you for taking the time to write.