Fake iPhone delivered instead of ordered S24

[Kristyhb]

So angry right now EE, I ordered a sim-free Samsung S24 having ALWAYS been an Android person and never buying an iPhone before in my life. DPD delivery was battered but the box appeared intact. I opened it and found not my S24 but iPhone 15 pro max. Rang EE. Told to ring a different team. They were shut. Rang the following day and every day for the following week. Always spoke to someone different, always promised a call back which never materialised. Was told on Monday it was my problem, they couldn't trace the IMEI on the box of the iPhone and my only answer was small claims court. Decided to try the iPhone as a laugh as I had it and it looked like EE wouldn't take it back. It's FAKE. IMEI on the box is different to the handset, handset IMEI is for a different model, and it's running some cracked hooky software that was probably stealing all the data it started asking me for in a poor attempt to get me to do the fake setup. Thank goodness I have a friend who likes iPhones who sounded the alarm when I asked for help! So now I'm stuck with a fake iPhone and a £600+ finance deal on the S24 handset which has been stolen somewhere in the supply chain. 

[Peter_W]

Good morning @Kristyhb.

Welcome to the EE Community, and thanks for taking the time to highlight everything that's happened here too. 

I definitely want to make sure we've looked into every option we can to support you with this, but I just need to double check a few details. 

With this phone, did you purchase it as part of a contract with an airtime plan included, or did you buy it SIM free?

Also how were things left with you when you last spoke with our team about this?
Peter

[Kristyhb]

Hi, I bought it on my account as a sim-free handset, I can obviously supply the order number etc etc. 

I left it with your team that yet again someone was meant to phone me back.....that was Monday and I haven't had a call. I was told that your supply chain have refused the claim, implying I am somehow running a fake iPhone scam from my garden shed 🤷🏼‍♀️ I have a full call log, photos and evidence the iPhone is fake.

[Peter_W]

Thanks for confirming that @Kristyhb.

Our Supply Chain team would usually be the ones to request further details to investigation and make the call on a replacement, but I an still really understand your disappointment if the outcome hasn't been the one you were expecting.

Have you had a chance to request escalation as indicated in our complaints process?

Peter

[Kristyhb]

Hi

No that hasn't been offered to me, I'm hugely disappointed in the complete lack of action by EE. I will phone again and if necessary use the complaints process. I have just reported the issue to the police as well. 

[Peter_W]

If you get back in touch @Kristyhb, I would definitely ask what your escalation options are here. 

If you continue to receive no clear outcome, you can also raise a complaint directly with our complaints team using our webform here.

Peter