Absolutely pathetic customer service at both EE and DPD

[Alexsh12]

Hi all,

I have ordered a new Apple phone for business. 4-6 weeks waiting? Sure, no problem. 
On the delivery date just after 2 weeks, DPD all of the sudden puts "Return to the consignor" notice on the DPD delivery note online. When I tried to speak to the customer support I was given BS (1) you were not there when the phone was delivered (2) this is a mistake - try to speak to DPD (DPD would not even talk to me!) (3) this one I think is correct - EE confirmed that this was their mistake and the phone was not supposed to come to me that quickly. Waiting is actually 4-6 weeks. This is why they re-called the parcel. It was the third or fourth call to EE. Ok, the phone was re-ordered, but EE made yet another mistake and ordered the phone to my office address instead of home address. I called them several times and discussed it. EE said no problem (1) one guy tried to change the address but never did (2) another person said that I can change the delivery address directly at DPD (this is a complete lie!). The second phone gets rejected (I cannot take parcels delivery at the office) and now goes back to EE. 1.5 months waiting, 20-30 calls to EE, chats, numerous lies from EE.
I have had enough and as soon as I can I'll be asking for the PAC code and leaving the disgraced mobile operator.

Just for those who are thinking about ordering a new phone with EE.

[Alexsh12]

Hi Northerner, 

I have made 3 complaints.
EE became a typical crap BT now. 

[Alexsh12]

I am having a problem with EE.
Somehow I feel I speak Chinese to EE. Either I am told something which is not true or people put me on hold forever.
How difficult is it to deliver a parcel to one address??? Amazon do a lot of deliveries daily with very few issues.

[Alexsh12]

This is what I would expect. However, if delivery is rejected (who rejects the delivery? DPD just did not show up), the phone goes back to EE and it takes another month waiting. Pathetic really

[Alexsh12]

My situation is much worst. It all about waiting waiting waiting and nobody at EE is interested in resolving the issue. Sometimes I had to speak to 6 different people at EE without any resolution. Just Great!

[Alexsh12]

Thanks vm

[Alexsh12]

OK, I have had enough of this mockery from EE. The pack code has been issued and without any regrets I am leaving this mobile operator with no customer service at all. Thanks for everything trying to assist.

PS None of my complaint messages have been responded. EE is a joke

[Nutinvah]

I've had my contract with T.Mobile/EE for over 20 years now and nothing in life has prepared me for the appalling customer service I have received over the last 3 days while simply trying to get a replacement phone delivered. 

I really do feel your pain. 

It appears that there is no real system to escalate serious to concerns to anyone at all and the fact that they state at the very outset that it takes 7 days to respond to a complaint is just laughable. 

[Katie_B]

Hello @Alexsh12. 

Welcome to the EE community. 

Following your last phone call to our customer care team what was advised?

Speak soon, 

Katie

[Alexsh12]

Hi Katie,

Nothing was advised. Nobody knows anything. I can call my mom and ask about the status of EE mobile delivery and the answer will be the same. Different teams, different people, no resolution.

[Alexsh12]

Hi Nutinvah,

As I told everyone before - this is a typical BT service (zero customer service). I have had once BT cancelled my landline by mistake. It took me one month calling them daily to get this sorted. EE became the same. In the beginning, when T-mobile and Orange merged, service was fine. Now they do not care about customers at all and they are the most expensive one