Dear EE Customer Service,
I am writing to formally express my dissatisfaction with the service I have received regarding the delivery of my phone upgrade. I have faced repeated issues with incorrect delivery addresses, poor communication, and a lack of resolution, which has caused me significant inconvenience.
Timeline of Events:
1. Thursday: I placed an order for a phone upgrade and was informed it would be delivered on Friday. However, when I received the notification from DPD, I noticed it was being sent to the wrong address.
2. Friday: I called EE to inform them of the mistake. I was assured that the address had been updated and the phone was being redelivered. Despite this, the phone was once again sent to the incorrect address.
3. Sunday: After another call to EE, I was told the address had been corrected and a new delivery was scheduled. Unfortunately, the phone was still delivered to the wrong address.
4. Monday: I called EE once again and was told the address had been changed for a third time. I received a DPD notification confirming delivery to my correct address on Tuesday morning. However, nothing arrived.
5. Tuesday: I contacted DPD, who informed me they had not received the package from EE. I then contacted EE and spent nearly 10 hours on the chat in the app. Towards the end of this frustrating experience, the supervisor I was speaking to, Priyanka, abruptly ended the conversation due to what was blamed as maintenance issues.
My Concerns:
• Repeated Wrong Address: Despite my multiple requests, EE failed to update my address in time for each redelivery, leading to significant delays.
• Miscommunication: I was repeatedly reassured that the issue was resolved, only to find out it wasn’t. This lack of follow-through has been extremely frustrating.
• Poor Customer Service: The extended chat session with EE’s support team, which lasted 10 hours, was especially disappointing. Priyanka, the supervisor, ended the conversation abruptly without resolving the issue, citing maintenance problems. This feels unprofessional and dismissive.
Request for Resolution:
I am requesting the following actions from EE:
1. A prompt investigation into the handling of my delivery and the repeated failure to update the address as requested.
2. Clear confirmation of when my phone will be delivered to the correct address.
3. Appropriate compensation for the time, effort, and inconvenience caused by these multiple failures.
I trust you will take this complaint seriously and resolve this matter swiftly. I look forward to your response and an expedited resolution.
Kind regards,
Ellis Mortimer
