EE/DPD stolen iPhone 16

[Upset12]

Seeing this so many times on this ‘community’

Packages sent out by EE being delivered by DPD supposedly contain IPhones but nothing inside.the iPhone box.

EE then saying it must have been in the box and no proper investigation so customers liable for cost of iPhone for next 36 months. Totally get the feeling they are accusing you of stealing with no evidence.

Has happened to me so to cut a long story short going down the ombudsman route. 
 These thefts occurring  so many times but EE are doing nothing to safeguard the customers.

##good advice is to get this delivered to shop and pick up from there(making sure the shop actually exists)##

Terrible, terrible service by EE

[Minkey1]

@Upset12 

Seems incredible to me that EE can rely on a pic of a box being delivered as proof that a phone was inside it.

No evidence of prior tampering with the Apple box when you removed the outer wrapping?

[Upset12]

Outer packaging looked fine but who knows if it’s been resealed at some point and who would know?

The seal on the empty iPhone box was broken and the word ‘display’ written on the back of the box.

[Upset12]

Pressed the ‘solution’ button in error.

There is no solution as EE will not carry out a proper investigation or take adequate steps to safeguard all customers..

[Northerner]

Hi @Upset12 

Have you reported this theft to the police. 

I would also contact trading standards.

Ultimately the phone can be blocked by EE and another one sent, they can also track it. 

Thanks 

[Upset12]

Yes , reported to police and asking for a crime number.

I have contacted Ombudsman so awaiting there response and go from there.

Trading Standards to be contacted in due course depending on advice from Ombudsman. .

It’s frightening how EE treat you as if you are a criminal. Probability of theft during despatch and transit so much more credible but EE having none of it.

[Minkey1]

@Upset12 

Yes, outer shipping bag/box can look a right mess, I’d agree.

The actual Apple box for my 13 had seals underneath top and bottom. That yours had been broken and “display” written on the box seems relevant.

Based on these reports I’d never buy a device online from EE.

Looking at a bigger screen model in Autumn and I’ll get it from Apple for store collection so they can fit a protector and I can buy a bumper case there. Trade in on the 13 is currently quoted at £220.

Good luck. Please post the outcome here so that others in the same predicament can see it.

[Upset12]

Will do and thanks for taking an interest 👍

[Schockwave]

@Upset12 , you can complain here and it will be looked at:

https://ee.co.uk/help/contact-ee/complaint

I personally have never had that problem, so not sure where you are, it appears there are some DPD drivers, who do this and should be looked into and dismissed for doing so.