DPD stole my package/having to wait

[Aaron747]

Upgraded my phone through myee and was informed it would be delivered Monday 3rd. DPD tracking updated at 11:52 stating it was suddenly delayed but would still arrive same day by 6pm. By about 3 pm tracking updated again saying it was delayed until Tuesday 4th. 

I contacted DPD through online chat and they said there was an issue in my area but promised for next day by 12 delivery. Fast forward next day and no hour timeslot given by 11. I contacted dpd again and they say oh might be tomorrow now. I immediately called EE and they filed a complaints case but mentioned the lack of tracking as weird so I agreed to contact DPD again.

I contact DPD and now they are stating it's been stolen and ee need to deal with it. I screenshot the message from dpd and emailed it over to ee and called them. I'm now being told I have to wait for DPD to answer a dispute to prove it's been lost by them just to receive a replacement device. But I have proof DPD have already confirmed it's stolen? 

Why should I have to wait up to a month when I have the proof already? I'm already paying for the new contract but without the phone?

Image of chat with DPD included with tracking number blocked out.

 

[Christopher_G]

Hi @Aaron747 

Welcome to the community.

I'm sorry to hear of your experience. Our Equipment Support team will liaise with DPD to try and get to the bottom of this and get your replacement sent as soon as possible. Thank you for your patience with this so far.

Chris

[Aaron747]

Yes but how long is that going to take, I've already dealt with multiple phone calls and excuses from both DPD and EE. From this point it's already 3 days without sign of the device and now I'm being told up to 30 days minimum? 

[Chris_B]

@Aaron747  That’s because procedures have to be followed.  

[Aaron747]

So EE's procedures mean the customer is forced to pay for a service they aren't recieving? Pretty shoddy service if you ask me.

[Christopher_G · Accepted solution]

There's a process that we follow with DPD to establish what has happened with the delivery and what the next steps are, @Aaron747.

The timescale will depend on the findings or the complexity of the problem. We'll be in touch with you once the process is completed to discuss the next steps.

Chris