Thanks to @James_B and @chistery for your interest! Sorry this is long winded, feel free to cut it down if it helps...
Before I start I a big thank you to EE for sorting it out for me on the day. And apologies for not coming back here to the EE community sooner. It has been a busy few days.
Below I have copied in the text of the confirmation email I recieved from EE. It helps to show what I am talking about. I have removed acount details, etc.. Not sure how to copy whole html email to here so apologies
Thanks for choosing superfast 4GEE. You opted for superfast delivery with expert set-up from our delivery partner, Enjoy. A tech expert will hand-deliver your device, show you how to set it up just the way you want it, including how to use My EE, and be happy to help you with any questions. As the bill payer, you'll need to be there to receive your device, with photo ID (driving license, passport, national ID card).
More about your delivery >
Your set-up expert will text you when they're on their way.
In the meantime, you can track your order online.
| Delivery date: | 03/09/2018 |
| Delivery time: | |
| Reschedule | Change your delivery date or time |
Ok, so here's what happened; I used online chat (as It was quicker than phone for my purposes) and organised an upgrade for a phone. I paid my up front fees and was told (I think I remember seeing it) delivery would be DPD and I would get a text saying what time it would be delivered. I was happy I recieved the confirmation email but didn't look at it closely.
On the day I did not recieve a text telling me about my deleivery time so started to worry. I then checked the email again to see it would be delivered by partner tech company 'Enjoy'. Not a lot of info in it. Clicking to track parcel simply took me to the EE help pages and clicking on change delivery date or time link took me to an about:blank page. I was a bit concerned.
My first stop was to call the number in the help pages for the delivery type (Enjoy) which connected me to EE customer services who were as puzzled as myself. The lady admitted this was new to her and tried to find out but beyond telling me the phone had already been sent out could only advise me to contact Enjoy.
I found Enjoys' details online and they couldn't find any details about my phone. They were polite and helpful too. Enjoy admitted to me it was a new venture and they were all learning as they go along. They tried to call EE for confirmation but for security they couldn't get the information. So Enjoy called back 10 minutes later and asked if it was ok for them to patch me through to EE and they would take notes. That was fine by me.
EE customer service, again. This time I was upped to a manager who took some time trying to find out what was happening ( that was when I posted my original query). Eventually she came back and apologised for the wait - their delivery system was on and off that day. She was able to confirm delivery was actually by DPD and gave me a time slot. She aslo admitted this was new to her and had learned something that day. I have the DPD app on my phone and the delivery was not showing up but I decided to wait and thankfully the phone did turn up. So well done everybody who was involved, and thank you!
The problem seemed to be two-fold. This new venture with Enjoy seems a nice idea but staff at both companies need to be aware and trained before rolling it out. I think EE were having a 'bad hair day' as their delivery system was not working smoothly. It was good they were transparent about it all. The second problem is the email. The email needs to reflect the choices made. I had understood DPD were delivering (they did but at the time I was thouroghly confused) and the email told me otherwise. The links in the email did not work as expected and whilst there are help pages they did not really help (other than call them). So the email needs to work as expected, reflect the intial sale choices and only be used when all staff have been trained!
Many thanks for wading through this and I hope it helps someone else too
