Fake iPhone delivered after upgrading

[DanFisher]

On 23rd October I renewed my daughter’s contract over the phone, choosing to go for an iPhone 15 in pink.

The next day we received the package but was disappointed to find it contained what we believed was a titanium coloured iPhone 14 pro max.

We called EE to advise the wrong handset was delivered and asked whether we could return it to the store.

We were told this wasn’t possible but they would send a returns package for us to return the item.

Several calls later and this has never been received.

We’ve asked to speak to managers and this has been refused. Today, we were promised a call back which never happened.

We tried going to the store in Mansfield and the staff member checked the phone and said he believes the handset was a fake and that they’ve had several fakes also delivered to store.

We then called again EE again, and were advised we need to speak to Chanel returns.

We’ve tried to do this but we can’t progress the call without providing the IMEI number, however the IMEI we have isn’t recognised. I’m assuming this is down to it being fake.

It appears tagg no one at EE is willing to help even though it is EE who have sent a fake phone.

Any ideas of how best to progress? 

Have even commented  on EE’s CEO’s Marc Allera’s LinkedIn profile, who also appears to be ignoring the situation we find ourselves in. 

[James_B]

Hi @DanFisher,

If your phone is scheduled for delivery today, you should receive your delivery notification before 11am.

Your returns kit will be delivered by standard post. Please allow 2-5 working days to receive it.

Thanks

James

[DanFisher]

If… was advised it would be…  still waiting for the 4 digit pin and confirmation of scheduled delivery.

My experience confirms the advise I’ve received during the week, demonstrates more failure  by EE. 

[James_B]

Hi @DanFisher,

Do you have the DPD app?

If you have, does it show any consignments from EE?

James

[DanFisher]

Hi James

DPD arrived and delivered the phone15 and collected the iPhone 14 pro max from me. 

[James_B]

That's great @DanFisher 

Thanks for the update.

James

[Gaffer4]

This just happened to me. Upgraded last week and was sent a fake iphone 15 pro max.

They are now asking me to go through tyhe returns process. Despite taking into a EE store who confirmed it was fake and also driving 40 mins to an Istore on their advice, whom also confirmed it was a fake.

Called CS and they told me this hadnt happened before! Yet here i am reading your case.

Im actually tempted to call the Police as they clearly have a fraud issue.

As per below comment likely dodgy stuff at DPD depot, however my contract is with EE and its their courier.

[Gaffer4]

Snap in same boat. Seems they have a major fraud issue, yet dont seem to concerend in sorting it out.

[Gaffer4]

Tell me more, im  debating calling the police

[Gri6a05]

Hi,

Unfortunately I was in the same situation few weeks ago. I am 100% sure it was DHL who did the fraud and swapped the phones to a fake one.

I’ve purchased my phone direct from Apple and costed me 3 weeks of emails and reports until they refund me. They didn’t even apologised in the end so good luck and let everyone know about the fraud otherwise no one will pay attention.

If you paid with credit card, call them and dispute the payment. On another hand you as a customer by law, have 14 days to return the product so if no one respond just return the product to EE and tell them you want refund or a genuine phone.

Make sure you take multiple photos of the phone so you have them before the phone is returned.

Good luck !

[Chris_B]

@Gaffer4   Who are you going to report to the police?     EE didn’t send out a fake device.  EE/DPD will not disclose what they are doing about this as they want to catch those involved with this.    The police will already be aware of it and will be working with the two companies.