Complete mess with phone upgrade delivery

TAYLOR1137
Visitor

‎27-11-2024 12:07 PM

Hi, 

 

I am currently going through a complete mess with my delivery of 2 of my new upgrades.

I call EE on Friday 22nd November to upgrade x2 mobile contracts and phone, along with a change of address. The upgrades were complete along with the change of address.

 

HOWEVER, on Tuesday 26th November, when the phone were due for delivery, only 1 phone was delivered. Upon checking the delivery details with DPD, my old address was still attached to the other phone.

I called EE to advise the mix up, the agent assured me they can change / update the address which will be re-delivered on Wednesday 27th November.

Upon receiving the deliver confirmation from DPD, my old address remains....

I called EE to have this changed but the advisor can only send my complaint to "a few people" who will call be back before 16.30...... which will be too late to re-direct the DPD driver.

This is utter shambless since I go away TOMORROW and need the phone before I go!!!!!!!

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Rach_H
EE Community Support Team

‎27-11-2024 03:58 PM

Hi @TAYLOR1137 

Welcome to the Community!

We want to get your upgrade to you as swiftly as possible, so I can understand your disappointment at what has happened here, especially as your other phone has arrived as expected. I'd recommend giving our team another call, and they can take a look into your options moving forward. If you are unhappy with the resolutions offered you can make a complaint and ask to escalate this to a manager, who can work to resolve this for you.

Rach

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