Cancel upgrade?

[AdamWC]

Does anyone know how I can cancel my upgrade?

Two days ago, after much research etc, I decided to finally upgrade my phone and was told yesterday it would be delivered today The driver can't leave my phone on the doorstep, and so I would have to be in to receive it and may have to provide ID. So, I waited in all day, then was told it would be delivered by 16:47, but at 16:22 I got a txt message and an email saying that the driver couldn't be bothered to deliver, and so he might try again tomorrow. I'm not staying in another day just to be let down again, and so the best thing to do is cancel my upgrade and shop elsewhere.

So, other than ringing 150 just to be led around in circles whilst they try to sell me upgrades, is there an online chat I can use?

Many thanks in advance.

[Leanne_T]

Hi @AdamWC

Thanks for coming here. 

Once the order is out for delivery we would be unable to cancel this, if you are not available when DPD deliver the order this would be returned to us and the upgrade would be cancelled. Your plan and contract dates would change back when this has been cancelled. 

Thanks. 

Leanne.

[AdamWC]

Hi Leanne and thanks for your reply.

The email and message I received from EE implied that 'I' wasn't home and they missed me, which is a little concerning as both me and my wife have been home all day. They say that they will try again tomorrow, but I fear I will be missed again, hence I don't plan on staying home as the delivery system is inadequate.

I guess the phone will just get returned to you, and everything will be cancelled as you say. What a poor service.

Thanks anyway.

[Leanne_T]

Hi @AdamWC

I'm sorry to hear this, have you contacted DPD to get this looked into? 

Leanne.

[AdamWC]

Have you ever tried to get through to DPD and resolve anything? I suspect not.

I don't see that it is the 'customers' responsibility to check what has happened, definitely EE's responsibility.

So, how can I cancel my upgrade?

[Leanne_T]

Hi @AdamWC

You can also call us on 150, if you would like this looked into further. 

Once the order has been returned to us from DPD this would be cancelled, as the device has been dispatched we would be unable to cancel the order. 

Leanne.

[AdamWC]

Thank you Leanne, but after reading many of the other threads on this forum, 150 would not be of any help. Seems others have had to wait so long to get through to speak to someone, they've given up.

I appreciate that things can get delayed, just annoyed that I've wasted a whole day waiting in, then get emails implying the DPD driver missed me because I wasn't home.

EE were swift and efficient when it came to taking payment for my upgrade, then wash their hands when things don't go to plan.

I'll wait for the order to get cancelled and go elsewhere.

[Christopher_G]

Hi @AdamWC

There's a live chat function on there too. Without speaking to customer services, you're not likely to know why it didn't go through.

I understand you've decided that you don't want it anymore though and I'm sorry for the experience you've had.

Chris

[AdamWC]

I think that is incorrect, there is no live chat. I have looked everywhere, no sign of it. I went into my account, searched the help section where there is supposed to be a live chat, and there is no option, just phone numbers. Like I said, EE make it very difficult, if not impossible for customers to get in contact with them when there is a problem, but thanks for the advice.

Currently waiting in for the second day for DPD to deliver my phone, was due at 17:59, nothing as yet. Not looking good.🙄

[AdamWC]

Low and behold, missed me again, second day running. Thanks for wasting yet another day.