IPHONE 16 PRO MAX ORDER TRACKING AND CUSTOMER SERVICE

[ellxmaeclark]

I placed an order last week for the new iPhone 16 pro max, I was on the phone for around 2 hours and was advised the phone was ordered and would be out to me  Friday 20th, I called up the day before to see the delivery time and was advised it was never ordered, went through it all again and ordered the phone , was told it would be sent out on Friday. On Friday I received no emails so rang up and was advised I could go and pick it up from the shop in half an hour. Come out of work to go to the store and was advised it still had not been delivered and was unable to collect it. Rang back up and was told there not sure why I was advised that as it can’t be collected but I will be compensated £60 which can be put in my account. Was advised it will 100% be receive it either today or tomorrow. i called back up today as I’ve checked the the status and it shows delivery 4th October. I rang back up today and spoke to a very rude general man who out me on hold for 3 seconds to tell me he spoke to him manager and was told it would be sent out with week after taking little to no details so wouldn’t of known what I was referring to and the 3 second hold time makes it hard to believe he spoke to anyone, I asked him if he can see the order on the account he said no but sales team can I asked to be transferred and the agent hung up the call. From ee this is shocking customer service I’m not one to complaint but after speaking with around 7 different people and have been advised nothing but lies it’s hard to have faith. All I want is to know when the phone is going to be delivered and how I get the £60 I was advised transferred to my account instead of credit which I was also advised.

[Chris_B]

@ellxmaeclark  the phone will be delivered once a device of the specification that you ordered can be allocated to you.  Depending on how many others are in the queue for that model of device who ordered before you and are still waiting means you’ll be waiting a while longer as their devices have to be delivered first as it’s a first come first serve basis.   While EE will be receiving more devices from Apple it doesn’t mean that you’ll be next in the queue or yours will be on the next available delivery out.   You need to be patient and wait until a device can be allocated to you and then you’ll receive tracking information 

And unless you order for a store delivery, you can’t just turn up at a store and get one at a store as store stock and online/phone sales stock are independent of each other.   

[ellxmaeclark]

My point is the customer service, I was advised to go to the shop and collect which was incorrect information. I was also advised after being on the phone for 2 hours the phone was order which it wasn’t I only realised this as I called up chasing the delivery on Thursday, I was then advised it would be delivered by Sunday. I understand it’s a very busy time for EE staff but I don’t think it’s hard to give out correct information. 

[MisterShano]

I had a similar experience with EE. I went into the EE store at 1pm on the pre order day to get my brand new desert iphone 16 pro max 256gb ordered. When I was there the guy checked five times to see that it was ready for the launch day release and it was ready for launch day release but when the 20th September 2024 came, my phone didn’t unfortunately. Apparently because the order didn’t go through until 2pm because the EE system went down due to how many people were pre ordering and this caused my phone to be delayed because of their system. I had said to the guy on the day of order that is he sure that the system would handle the amount of people pre ordering and he said yes but unfortunately it did not and I had to wait 1hr after launch and now I’m being told that’s the reason why I’m still waiting. I was literally the first person in the store at 1pm to pre order and I’ve ended up with nothing as of yet. I was told that I am the first in the queue for it as I was the first person to order it but I’m starting to think that they gave it to somebody else and won’t own up to their mistakes as I have received a text from EE saying that my device was in store and ready to collect but unfortunately that wasn’t my device and i was texted somebody else’s order number and their details to my phone. Very strange if you ask me. I’m going to be contacting customer service about this as I’m not happy as I’m still wishing days later for the phone to come 

[Cai8525]

Hi, i had a message this morning to say dpd has my iphone PM desert 512GB, check your messages as you might have had the same