DPD have managed to lose my new phone

[ThomasGreenwood]

Hi there

So last week I upgraded my phone from a Samsung A40 to a Samsung A53 and was told it was going to be sent via DPD. However after they failed to deliver to my house on 03/09/2022 I requested redelivery to a pickup point as I wouldn't be in for collection at home during the week. Got message on 05/09/2022 that it was at the Pickup Point, so went there only to find they didn't have it. However when calling DPD they are saying it's been delivered to the Pickup Point. Checked with them 06/09/2022 and DPD have opened an investigation into the issue and they'd update me in a week or so. I don't have much faith in DPD finding it, someone who works for them has probably nicked it or something.... (i've had awful luck with them over the years)

My main question is what will happen if DPD can't find the new phone? What happens then? Would EE send a new one or am I just screwed? 

[James_B]

Hi @ThomasGreenwood,

Welcome to the EE Community. 🙂

Don't worry, if your phone has been lost in transit, we can arrange a replacement.

James

[ThomasGreenwood]

Thanks for the message, just got to wait on what DPD comes back with for now

[James_B]

No problem @ThomasGreenwood

Don't hesitate to get in touch if you have any issues.

James

[ThomasGreenwood]

Hi there

This is following on from some previous drama regarding upgrading contracts. Recently when upgrading my phone from a Samsung A40 to a Samsung A53 DPD managed to lose the phone when they attempted to deliver it, and when as a result EE sent out a new one after DPD's investigation said they couldn't trace it.

I've had the new A53 for about 2 weeks now on an upgraded contract (from 5GB to 125GB). But suddenly on 29/09 I've received a text stating
"Your equipment has been received in our warehouse and your upgrade has been reversed"
Which has really confused me. The upgrade has indeed been reversed but I've still got the A53? Did the original phone DPD said they couldn't trace turn up and get sent back? Why has this reversed the contract?

I guess the best bet is to call 150 but I'm a little unsure what to tell them?

[bristolian]

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@ThomasGreenwood wrote:

I guess the best bet is to call 150 but I'm a little unsure what to tell them?

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Explain to them what you've just posted here. They'll have access to your individual account and can check from their side what's happened.

[ThomasGreenwood]

@bristolian 
Yeah, my main concerns are that the upgrade package the phone was part of doesn't seem to be on the website anymore, I'm hoping that they can re-reverse to what it was.

[Jon_K]

Hi @ThomasGreenwood.

Thanks for explaining this.

It's possible that the original phone has been found and sent back, but this shouldn't effect your new contract.

I'd recommend giving us a call and just explaining what you have on here, as it made perfect sense to me.  

Let us know how you get on.

Jon

[ThomasGreenwood]

Called 150 seems like the original phone did turn up (despite DPD telling me otherwise) and that's what most likely triggered the reversal. Managed to reinstate the contract as it was so hopefully things are sorted now

[Christopher_G]

Thanks for letting us know, @ThomasGreenwood.

Chris