EE
17.04.23Phoned ee as my son who has special needs, had his phone irreparably damaged. Claimed thru ee insurance. after hours on phone ee connected us to apple as ee said we had to get apple to switch off ‘ find my I phone’. After hours on phone to apple they said they’d send a code without 24 hours to switch the app off. After 7 days the code had stillNot arrived.25.04.23Phoned ee again. This time ee said they could actually share a screen on my phone to help my son switch ‘ find my phone’off. Successfully done. Delivery of replacement phone was arranged to my son for the following day. 26.04.23Dpd sent text saying phone delivery would be between 12 and 1pm. Dpd sent photo of ‘sorry we missed you’ location of village where I live( not where my son lives) but nowhere near our house. Dpd did not even come to my house.Later that day I drove 10 miles to my son to collect his damaged phone as dpd messaged to say they would re deliver the following day.27.04.23Dpd did not send any communication at all about what time they would redeliver.Dpd sent ‘ sorry we missed you’ photo outside main reception at hotel where my son lives. NOT back to the village where they ‘tried’ to deliver the previous day,Reception report dpd did not even go into reception .it’s open 24/7, they could not have ‘missed ‘ anyone. Plus the damaged phone is with me in the village they ‘attempted’ to deliver to the previous day. Then I spent hours on the phone to ee trying to ensure that delivery would be to me in the village where the damaged phone is waiting for collection. Hope from ee sent me an e mail confirming this 11.30am.I phone ee again and spoke to Cynthia who after about an hour on the phone confirmed that delivery would be on Tuesday to me in the village, She said Following day delivery would not be possible as it was a ‘ change of address’, even though dpd had ‘tried’ to deliver to this address the previous day?!?! Anyway I reluctantly accepted Tuesday in desperation. As soon as the phonecall had finished I received an e mailFrom ee confirming that the phone would be delivered on Tuesday TO THE HOTEL!!??I tried to phone ee straight away. After 25 minutes on hold I gave up and switched to online chat. I spent an hour on online chat. 2 assistants tried to help and said they’d make a complaint on my behalf,What will the benefit of that be? My son still has no replacement phone 11 days after requesting one. No guarantee of where or when it’ll be delivered. I have a form of Parkinson’s so find talking on the phone and any type of stress makes me more unwell.I have screen shots , records of phone calls and e mails to prove all of what I say,My son and I are completely frustrated and upset that we are not being treated properly or professionally. It seems to be a combination of bad practice by EE snd DPD. Desperate for assistance and replacement phone!! Anna toal
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