Fake iPhone 17 Pro Max

[DeanMcCall]

After waiting over a month for my  new iPhone 17 Pro Max in cosmic orange, I received a fake version!!!

I took delivery of what I thought was my new phone from the DPD courier. I took the package inside, proceeded to open it where I had what looked like a genuine apple box with a genuine cosmic orange 17 Pro Max. I turned the phone on to find the operating system was an Android system, so the alarm bells starting to ring. I contacted EE straight away but due to it being on a Saturday the very helpful but shocked EE rep was unable to help and told me I would need to ring back on Monday to talk to the correct department. 

I rang back on Monday morning and spoke to the correct department and they said they would need to investigate the issue with the supply/deliveries team and they would get back to me in 72hours. I heard nothing in this time so contacted them chasing for a response and was expecting to get an apology and we will send you out a replacement. This did not happen, instead they have told me the investigation has not shown any errors so as far as they are concerned I have received the correct phone. I suggested that I return my phone as I am still in the 14 day cooling off period, but I cannot do this as I am unable to return the phone that they believe I have received. I also have to keep paying for the contract for a phone that I have not received.

So I am now being made to feel like I am part of some criminal enterprise involved in fake iPhones. They have washed their hands of the issue and told me to speak to the financial ombudsman (which is turning into a mission itself). 
So if anyone is expecting a new phone, I would suggest you film receiving it, opening it and turning it on whilst the courier is with you, as it appears you have no rights and will be left feeling like you are the criminal. At least if you do this you can prove you have received a fake iPhone.... 

Ironically while typing this out, an EE advert on the tv just came on for the iPhone 17 - "the best iPhone deserves the best network" such a shame their customer service and showing loyalty to a customer who has been loyal to them for years and with multiple phone contracts for their children is NOT being taken seriously and just being passed on…..

Good luck all.... hopefully when I get hold of the ombudsman I will get my new phone along with an apology from EE. 

[Chris_B]

@DeanMcCall  The problem you’ve had is with DPD, EE dispatch a genuine device that while within the care of DPD got exchanged.      Did you at least inform EE to blacklist the device?     have you reported this to the police?  You need to call back EE and tell them they need to take this up with DPD not just close the door on this saying that the device got sent out, it did get sent out but then it got exchanged whilst in the care of DPD.     

[DeanMcCall]

Hi Chris,

I have said this to EE and part of their investigation was the supply and delivery chain with DPD. They have found no issues with them. I have contacted DPD directly and they will not disclose or discuss with me as I am not customer, EE is. Its obvious what has happened but proving that is very difficult. I have seen multiple conversations online where this has happened, so not the first time. EE just do not want to deal with the issue. 

EE have had all the information about the phone I have with the IMEI numbers and they know the IMEI number of the phone I should have received. 

I haven’t reported to the police, I will do that now, thank you. I did speak to Actionfraud.police.uk and they have told me to continue down ombudsman route. 

[Schockwave · Accepted solution]

@DeanMcCall , here is the complaints form, which you might fill out, which should then get looked into:

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

I would definitely fill it in, as that should get it sorted and looked into.

[bristolian]

---

@DeanMcCall wrote:
hopefully when I get hold of the ombudsman I will get my new phone along with an apology from EE. 

---

I recommend familiarising yourself with the complaints process first. Ombudsman will only accept referrals when you either have a deadlock letter or 8weeks have elapsed from your initial complaint being acknowledged. If any EE staff have "told me to speak to the financial ombudsman", you need to ensure you have this advice in writing, it will almost certainly be accepted as a deadlock letter.

In other words - you need to give EE ample opportunity to resolve your issue first, this is industry-standard practice.

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

[Northerner]

Hi @DeanMcCall 

Loads of videos online of how to steal these from boxes without detection and sadly this is becoming more common and not necessary DPD but the company who the carrier uses to supply handsets. Search social media this is becoming a big issue. 

I would have the device looked at by a local store to verify this is a fake device. 

Subject to verification this is fake then my recommendation would be. 

1. You are a victim of crime that simple and firstly you need to report this to the police and obtain  a crime reference number.  (You can report to your local trading standards as well).
2. You need to ask EE to block the phone as they can do this and should do this becase it supports you case.  I would give them the crime reference number and say to EE that you should NOT be charged until this issue is addressed and make sure this is recorded. 
3. You can complain as mentioned but this takes time and should not stop an investigation.
4. I would speak to citizens advice about further steps.

Thanks