Complaint with shipping

[Lane90]

So I'm very close to losing faith with EE.
I paid for the special delivery of my new handset. However, while waiting to receive it. DPD (who are the courier) claim the driver: 'couldn't locate the parcel' when he was outside my place. I got a note saying that my delivery couldn't be made as: 'The driver couldn't find my address. So when I spoke to DPD they said that if it is found it'll be delivered PROVIDING the drivers shift isn't over. When I phoned up EE to see if they could help cause the driver described the package perfectly in his note (that he couldn't find), I was told that I had to wait 3 days after point of sale, then phone up and fill out a form. I just want my handset. I paid £10 for this to be specially delivered and this happened. Surely there's something EE can do?

[Katie_B]

Thanks for keeping us updated @Lane90. 

Has our customer care team raised courier feedback for a missing parcel? if yes, this is the right process to follow. 

The team will provide you with an update as soon as there is one and hopefully get your device to you ASAP. 

Please continue to keep us in the loop and if you have any further questions do not hesitate to ask. 

Katie

[Lane90]

Hi Katie,
I have phoned EE to raise a claim and the lovely gentleman I spoke to has done a webform (I think that's what he said). As it stands I'm waiting to see if anything can be done about the contract I took out, as 1. I do not have the phone and 2. I cannot trade in this phone till I receive my new one. I am hoping this gets sorted soon. I have just under 2 weeks to return this phone or I will be slapped with a £630 upgrade fee. I have received a text saying my claim is closed, which confuses me as I just opened the claim (not even 30 minutes ago)
Any help?
Lane

[Katie_B]

Hello @Lane90. 

A note should be applied to your account which will stop any charges regarding your trade in till your phone has been received. 

The webform being sent off is the right process for our team to follow. Did they provide you with the timescale for a response?

Katie

[Lane90]

Hello Katie,
Thank you for replying and letting me know about the note on my account. I haven't been given a timescale for a response, only been told that EE will contact me at some point.

Lane

[Christopher_G]

Hopefully you hear soon, @Lane90.

Keep us updated on what happens please.

Chris

[Lane90]

Hi Chris,
I am confused as to why I got a text saying my case has been closed. It hasn't even been 24 hours, in fact it was more like 20 minutes from making case to closing case. Any help?

Lane

[Christopher_G]

I'm not sure why that would be, @Lane90. It won't affect the webform going through though.

If you would like to check on what's happened, I'd recommend speaking to the mobile care team again.

Chris

[Lane90]

As promised here is an update.

After speaking to 2 different EE reps, (one who misgendered me). A replacement phone for the one I lost was sent out and I managed to get it delivered safely to me. However, I had also taken out the premium insurance, which should have included a free case and screen protector. Only the phone arrived so I guess I'll need to query the insurance thing another time. I am glad to say it took less than 24 hours for EE to contact me and arrange a new phone delivery. Cannot fault their customer service if I'm being honest. So all in all this thread is now solved and closed.

[Christopher_G]

I'm sorry to hear that you were mis-gendered, @Lane90. I'm glad that your replacement phone has been delivered, it could be that the screen protector/case could be being delivered separately. Maybe give it a few days and give us a call if you don't receive one.

Chris