Can't buy NReal Air

[psoparra]

I'm not a EE client. However, the website clearly states that I should be able to buy them from a store.

I've gone to two different ones in my city and both said that the order NEEDS to be done online, even after I say I'm not a client. I'm confused? I really want to get these but I've run into wall after wall.

[kevinkga]

Then why do your staff disinform customers? What if I don't want a contract and just want to buy it outright? The website doesn't even allow me to do that. Why can't i just buy it online? Why should i have to go in-store? Why did i have to spend a week and several hours over the phone to be given wrong info anyways? Why does the website say that i can buy it outright(without contract) and then not allow me to do it?!?!

[ButteredToast]

Watch out with that. If the import tax is not included then the vat is like £50 on top of what you pay for it.

Personally, I'd rather pay the extra money then faff around with ee

[kevinkga]

Yeah again it's been a complete waste of my time yet again.

So i went in-store and they immediately told me that they don't sell those. Lol.

I told them that it's on their Sales Plus system and they eventually found it.

However, they said that they CANNOT sell it to me outright and that I NEED an existing EE contract because they can only offer it to me as a 'add to plan' option.

So what should i do? When i call EE it demands that i have an existing number and disconnects me if i don't.

It feels to me that EE are being dishonest about this product and luring interested customers in and trying to coherce them to sell them a contract. I wonder if this behaviour should be reported to the consumer protection?

[Christopher_G]

They should definitely be able to sell you it outright using that system, @kevinkga. Which store did you go to?

Chris

[Chris_B]

@kevinkga  Unfortunately you’ve been dealing with EE store staff who do not know what they’re actually doing.   As a non-EE contract customer, you can only purchase these from an EE store and you purchase them out right,  whatever the store staff are telling you you do not need to be a contract customer on EE to purchase these at any EE store. 

[kevinkga]

I called at

- EE Westfield white city(they seemed to be the most knowledgeable)

- Tottenham court road

- Crawley

- Oxford street

They all said the same things: either that it can only be done online or they can see it on their system but cannot sell it outright.

I also called the customer services and the guy told me that i cannot purchase one without a phone contract (that's at least 3 months old). I asked him if he could transfer me to someone who knew better and he said he didn't have anyone else who could help or advise.

I've already wasted so much time and an entire week trying to figure this out and frankly it wasn't worth my time. Nothing worked and i finally decided to order it from AliExpress. I'll have to wait a week for it to arrive but at least i know I'll be getting it and won't have deal with the messed up EE system.

[kevinkga]

Yes i believe you that i can purchase it outright.

However, if the EE staff in-store (or even customer services phone number) don't know that they can then i can't really force them, can I?

[jetpigeon]

A quick update following my supposed successful order via my EE business account. I have paid £340 for the glasses, however they never arrived.

After waiting about 2 weeks I phoned the business team who confirmed they have received payment and the order was successfully placed - but the order has apparently been cancelled on the 'back end'. They have not issued a refund and cannot issue a refund apparently, as this system is managed by a totally separate team who they can't communicate with...!? So EE have my money and can't refund it, despite acknowledging that the order has been cancelled.

EE say I now need to seek a refund by raising a dispute with my card issuer, which I'm only allowed to do after 30 days have passed. What on earth EE!?!? This is beyond terrible in every possible way - you need to LISTEN to the people here, (who are not idiots and perfectly capable of purchasing things) when they tell you that the reality is that on the ground, in the real world, your staff are NOT ABLE to sell these to anyone. Your sales staff are not the problem, your systems and processes are.

Read my previous post to confirm that I've tried in store, the staff found the item on the 'sales plus' system, but they still weren't able to place the order.

I wouldn't care if you weren't the only re-seller of these in the UK. It's utterly insane and beggars belief that you hold stock of an item and just can't sell it. It does make you wonder what else you guys are getting wrong - so sadly you have now lost an EE customer for life (thank god I only went for a 30-day SIM to test the water before committing to 12/24 months).

Good day to you sirs! Wishing everyone else the best of luck in purchasing their NReals' via anyone other than EE.

[techuser]

Just to add some context on this. I just called a London (One Braham) store. The guy was helpful, saying he can order in store. However, he can only do this if I have an existing EE Pay Monthly account.

I see there are folks from EE responding on this thread. Could you please confirm if I should be able to buy these outright from the store, or I do indeed need a monthly account ? In case you are wondering, the reason I don't use EE for mobile is that the reception at my home is poor (ironic since it is close to Cambridge Airport which features in your ads profiling high speed internet !).

Many thanks !

[James_B]

Hi @techuser,

Welcome to the EE Community. 🙂

Yes, you can purchase outright in store if you aren't an EE customer.

James