I am having an absolute nightmare trying to upgrade my phone. This started a month ago, when I placed an upgrade order for an iPhone 11 Pro Max. The upgrade was confirmed, however I received no communication beyond that. The phone was dispatched and I wasn't notified, it was sent to store and I wasn't notified, and after a number of days it was returned and the upgrade was reversed, again without being notified.
I was then told over the phone that I had to wait five business days, and then I would have to start the upgrade process all over again (and pay another £200, I should add).
After doing this, the order couldn't be completed because the system thinks I already have an iPhone 11 Pro Max. It takes three phonecalls to get this sorted out, and yesterday this is finally resolved. I'm asked over the phone where I would like the device to be delivered, and I request my local store. They tell me this is 72 Hampstead High Street, and all is good.
The phone is out for delivery today, and DPD attempt to deliver and now say that they are returning it to EE. It turns out, the Hampstead store no longer exists. It's permanently closed, however the EE website, and obviously the delivery systems, haven't been updated and as a result they've sent my phone to a closed store.
So I call up yet again this afternoon, and I'm told that just like the last time, I will have to wait for the upgrade to be reversed, do the whole thing for a third time, oh and of course pay another £200 for the pleasure.
This service has been nothing short of shambolic. All I want to do is upgrade my phone, and no matter how many times I call customer service to get this resolved, I'm no closer.
