Customer service at its worst and not keeping up to promises

[Thivagar27]

Loved being an O2 customer for the last 11 years and wanted to switch to EE due to recommendations from my broadband provider BT. Did that and ordered my new IPhone 15 pro 256GB, which was meant to arrive today as promised but I get 128GB instead. Had an email about the size and the phone details yesterday, called the customer service 4 times and none of them took any responsible nor accountability to resolve the issue.. waste of time and gutted to switch to EE… terrible mistake! Thought I’d post this to help save another soul thinking of joining EE 

[Katie_B]

Hello @Thivagar27 and welcome to the community. 

I am so sorry to hear this has happened to your pre-order. 

When you received your confirmation email did this show the correct memory size or the 128GB one?

What was advised when you spoke with our customer care team?

Speak soon, 

Katie

[Dunc1961]

Cancel the phone under the 14 days is the minimum cooling-off period that a seller must give you. Make sure you check the terms and conditions in case they've given you more time to change your mind - many choose to do so.They will soon sort it for you.

[Wayneb85]

I preordered a IPhone 15 Pro Max and was reassured that it would be delivered on release date. I asked the advisor several times during the call and I was reassured I would have it on release date. Guess what no IPhone. Having spoken to several advisors yesterday getting fobbed off I raised a complaint. I have been with EE since they were Orange going back to 2005. 

I now have to pay the full price for my contract until my new phone arrives which could be at least 28 days since order date and I will be charged around £93 per month until my contact changes over as I can’t lower my tariff as if I do I will be in a new 24 month contract . I am really disappointed at the way I’ve been treated. 

[Thivagar27]

Eventually after multiple complaints I had the complaints manager named Shaun/Sean rang me. Now sorted!