Apple Watch Delivery

[adamjackdrew]

Hey all

Ordered a new Apple Watch Series 10 earlier in the week.  I thought "well, wife is home, she can take delivery for me".  Well, unknown to me, DPD tried to deliver today.  Wife calls "what's the code for delivery"?  "What code"? I ask.  Well, turns out EE / DPD have sent a code for delivery - nothing received by me, and nothing in the DPD app.  Turns out that the number they sent to was my Watch's number... a number that is there but not there (a bit like Schrodinger's Watch Number) at the same time.  It shows in my account, but because my Watch is a Paired Watch, it takes on my main number.  

So now I have an issue.  Because of the ongoing issues with calls, I can't use the 150 service to speak with someone, and Mr DPD will be back tomorrow to try and deliver again.

I like to think I'm good with tech (IT Manager etc...), but is there anyway whatsoever I can somehow get to the messages sent to the Watch's individual number?  If not, is there any way, apart from 150, to ask EE to switch that number to receive the text to my main number? 

I even tried switching the number assigned to the DPD app to my Watch's number... but alas, that failed because, you guessed it, I need a PIN that it sends to that number.  

It's one big circle I've found myself in... 

Thanks and sorry for the rant.

Hope everyone is having a good day.

[garybs29]

Have you tried your email address in the DPD app too? That's worked for me before

[adamjackdrew]

Thanks. Yep, that’s all there present and correct. I’ve even gone back in and re confirmed it. 

Perhaps it’s just not meant to be - in order a new Watch and then cannot call 150 to sort the number 🤪. 

Hoping someone is supplying the helpers at EE plenty of donuts. 

A

[adamjackdrew]

An update - spoke with EE support on Thursday evening via chat in the app.  Very helpful Guide cancelled the current order and re-ordered using my mobile number to send details - all well and good... Watch turned up Saturday, great.  The previous order, having been cancelled, was being returned to EE (I think).

However, upon checking the EE app this morning, I note that my Paired Watch plan is still in place and renewed, expiring 23 July 2027, and that there is a new Watch plan for the same cost (different number) expiring 28 July 2027.  So instead of renewing my Paired Watch, they've cancelled the order (I suppose) and created a new item on my account.  

Given my overactive brain, I'm giving EE a few days to sort themselves out in the hope that the returned Watch (that was never delivered), when EE receive it, will cancel one of the Watch plans out... I live in hope, but if anybody has any insight or experiences with this kind of thing, I'd be grateful.  

If it's still like it is by Wednesday, I'll be popping into our local EE store to see what they say.  I won't be paying two Watch plans, that's for sure!  If that means handing back my shiny new Watch, then sobeit... 😁

[Peter_W]

Thanks for the update here @adamjackdrew.

We don't have access to your account via these forums to check for sure, but there's a chance that it could be either of these scenarios you've theorised. 

In a worst case scenario this will have been an additional line added to the account, but if your existing one is out of contract now, we'll be able to cancel this right away. 

What day was it that the initial delivery failed?

Peter

[adamjackdrew]

Hi Peter

Thanks.

Original delivery failed on Thursday.  I ordered on Tuesday evening in the hope for a Thursday or Friday delivery as my wife was home to receive.  DPD tried delivery on Thursday, but required a code, which I didn't get because it was sent to my Paired Watch number (which is Schrodinger's Number - it both exists on the account but doesn't exist as an accessible number), so DPD couldn't hand over the Watch.  It was Thursday evening / night (all the way up to almost 10pm from memory) that the original order was cancelled and the new order was placed via Chat in the App.  

My concern is that both lines show expiry in 2027 - so my original Paired Watch account is now showing an expiry of 23 July 2027, and the new plan is showing an expiry of 28 July 2027.  Unless it cancels itself - but we'll see what happens.

I've decided that, because my pea brain just can't cope, I'll likely pop into the local EE Store later to see if the fine people there can't help clear this up.  In an ideal world I'd like my Paired Watch plan to extend, rather than the new plan with a new number I'll never use to take precedence - if that makes sense.  

Maybe some feedback for those who program the 150 number options, and those who set up the DPD alerts (I know it's all automated).  IF someone is upgrading a Watch plan, probably best to send DPD alerts to their assigned mobile number and not the Watch, or give them an option when ordering.  IF someone wants to call 150 to talk about an order they have, it would be helpful to have an order option on the system - it'll save time being passed about different departments because users have to guess where they need to go.

Have a good day. 👍

[Peter_W · Accepted solution]

Thanks for explaining that @adamjackdrew.

For the Watch coming back to us, we recommend it can take 2 working days from when it's received back at the warehouse to the upgrade being reversed on the account.

If you've still not seen anything changed, then popping into a store isn't a bad shout here. 

They aren't able to check quite as many details as our customer care team, but if needs be they can help connect you with them in-branch.

Peter

[adamjackdrew]

Thanks Peter. 

I'll hold off popping in for now and see what happens on the App later in the week.  Hopefully it'll all be sorted before my billing my next billing cycle (5th August).

Thanks again for your help - I may check back in once I've been to see someone, but for now I'll mark your last entry as the solution - particularly

[Peter_W]

Cheers @adamjackdrew 😊

Please keep us posted!

Peter