IPhone Upgrade

[Gow460]

Processed my phone upgrade on 14th September 2023.  EE site told me the phone was in stock and would be delivered in 24hrs.  Now 17th September, no sign of a phone, no message from EE.  My order number when entered into the oder tracking brings up a  message saying they cannot track my order at the moment. What are EE doing?

[Rustyintech91]

True, previous experience I’ve had was seem jct less whilst upgrading online, the most recent time I was to call and go through a whole load of nonsense to confirm the order despite doing it online.

[Gow460]

Been on 150 to EE for 40 mins this morning.  Firstly, followed the prompts on the automated system, verified myself by text etc.  Got old by the guy on the other end that I had come through to the wrong option.  Nope, i followed the only prompts available to get through about mobile phones and upgrades.  Stop passing the blame to customers EE, it really isn't a great look.  Finally got through to the digital sales team, who seem to be in complete diarray at the moment.  Its chaos!

Was told they are over0run processing orders for the new iPhone 15 (not realeased until 22/09).  There systems are largely 'down' because they cannot cope with orders that they cannot process yet because the phones aren't available.  Yet orders for phones that are available and could be processed to reduce the strain on the system are not prioritised.  

Four days after completing my order online and receiving an order confirmation email the actual order has not even been put onto the system.  The order confirmation email is basically a smokescreen to distract customers.  I will get a call back later apparently to process my order when the system is open!  Woohoo! 

The level of customer experience being delivered by EE at the moment is appalling!  They are in meltdown, the staff on the phones are apologetic, they know its bad.  Where are the managers?  At home playing X-Box probably or on a beach (working of course).

In the time I've been with EE (nearly 20 years) I've never known it be so bad!  All because a new iPhone is due out.  This happens every year and still they cannot get organised!  Just awful experience, it really is!

[Gow460]

It’s now 5 days since I did my upgrade and nobody from EE has been in touch. I spent 45 mins yesterday on 150 finding out that my order has not been processed and was promised a call back to tell me when the digital sales team had done it. No call back, still waiting. EE this is a **bleep** level of customer experience. Stop blaming the launch of a new iPhone! This happens every year, just like Christmas so get your act together and get mg upgrade sorted. And, sack your operations director and their management team, they are incompetent!

Cheers

Paul

[Leanne_T]

Hi @Gow460 

I am very sorry to hear this. 

If you can try calling us again this morning the team can check the account and order and provide an update for you. 

Leanne.

[Gow460]

Hi

Just gone through a very tedious call with someone.  Its a shame your team cannot keep their commitments.  More delays, more frustration.  EE deserve to be bought out and closed down.  They are in a total shambolic mess!

No sign of the order that i did online last week.  Had to go through the entire process again over the phone and have your colleague go through all the hideous and intrusive questions.  Phone now ordered.

This feels like a big con to force all customers into a phone conversation.  This is effectively a breach of GDPR and privav cy rights of your customers.  This was all done online and you force people to go through the whole process again on the phone.  After this contract I will be leaving EE and I will be encouraging all my contacts to leave EE if they are with them.  A once good company is now no better then a piece of dog turd on the pavement.  Whoever is running this needs sacking.  They have ruined a company.

You claim you need to do this for compliance and regulatory reasons and yet large companies avoid all scrutiny if they wish and get away with all sorts of criminal behaviour.  This is nothing short of a big brother clampdown on the population to control and manipulate them.  Pay more attention to giving customers what they want when they want it rather than intruding into the daily lives of your customers.

[Leanne_T]

Hi @Gow460 

I am very sorry to hear this and appreciate you coming back and updating us with your experience. 

As soon as your order has been dispatched your My EE account will update with the new plan and DPD will be in touch with tracking details. 

Leanne. 

[Gow460]

So 5 days after completing my order online and zero contact from EE you're very sorry t hear about my experience?  I detect zero acknowledgement of the issue in your statement.  The only that thing that actually works like a system in EE are the people who only ever work to a script.  No empathy, zero understanding.

The online ordering / upgrading system at EE is currently down and effectively redundant.  Do not attempt to order anything with EE online.  I received an email confirming my order with an order number, a full breakdown of the contract terms and prices etc.  That order does not exist within any system at EE, Their system generates it and then effectively deletes the order.  You think you have gone through the process but they have just conned you.  You will not get anything.

The order number doesn't exist.

They will force you into a conversation with them where you will have to go through the entire process again over the phone with an advisor running their 'compliance and regulatory' **bleep** over you.  Its effectively, EE playing the 'one-up' game on the downtrodden population.  The need for control and invasive questioning that is now required to obtain anything is beyond a joke in this country.  This whole state apparatus needs to be dismantled and the architects of the state police and morality stazi need imprisoning.

It would be OK if the companies implementing all this **bleep** were held to the same standards.  Sadly, that is not the case. Large companies regularly get reported as having breached data rules and regulations and escape with a slap on the wrist.  Or the CEOs get a multi-million pound payoff for breaking personal confidentiality laws.

[Gow460]

They even restrict your free speech on this platform!  Whats with all the **bleep** crap?  I didn't type that.  See what I mean, companie slike this are now aimingto control everything you do.

[Leanne_T]

I am very sorry the original order was not fully processed and I am glad to hear this has been placed this morning @Gow460 

If you wish to complete a complaint regarding your experience, please see our Make a complaint (ee.co.uk) page for more information. 

Leanne.