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Terrible upgrade experience

dpruk
Valued Contributor
Valued Contributor

‎09-02-2019 05:53 AM

So on Wednesday 6 February I ordered my upgrade, a Iphone XS Max. My order arrived the next day however they had sent me the wrong phone. They had sent me the Iphone x and not what I had ordered which was the Iphone XS Max. So I rang them up and I have to send it back and they will cancel the upgrade and I then have to ring the upgrade team to go through the upgrade process again which to me is ridiculous, why can't I just send the wrong phone back and then they send me the correct one, any help appreciated



0 Helpful
3 REPLIES 3
BrendonH
Community Hero
Community Hero

‎09-02-2019 07:55 AM

This is the process so you are going to get the same answer on here.


BrendonH (Android Expert) Google Pixel 8 Pro Obsidian Black (Android 14)
If I have helped please click the THUMB/SOLUTION buttons below
Northerner
Grand Master
Grand Master

‎09-02-2019 09:05 AM

Hi @dpruk

 

@BrendonH us correct that is EE process. You have 14 days to return the upgrade, then your contract reverts to the old tariff and you can upgrade again. 

 

I suppose it easy to miss understand XS and X especially if you have an accent, but you should have received an email or text confirming your upgrade.

 

Thanks



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Jon_K
Former EE Employee

‎09-02-2019 09:21 AM

Hi @dpruk.

 

I'm sorry to hear you didn't get the phone you were after.

 

As @BrendonH and @Northerner have mentioned, returning it and then upgrading again is the best option to get the correct phone.

 

Jon