Never buy from EE online / over telephone

[vieirapjr]

Never buy from EE online or over the phone! On Christmas Day, EE/DPD delivered a fake iPhone 17 to me. After endless days of calling customer service, no one has taken responsibility. When I visited an EE shop, the employee immediately told me: “It’s the third fake I’ve seen this week” and “Even the box is fake.”

After googling, I learned that fake iPhone 17s are common in the UK, especially with online deliveries. But this means nothing to EE. Apparently, an honest customer of 11 years, with zero incidents or late payments, is now suspected of having replaced the phone himself. Unbelievable!

[bristolian · Accepted solution]

You've not explicitly said so, but it sounds like you've contacted CS who haven't provided a satisfactory resolution to you. Is this the case?

As a starter, you should now be following the formal complaints process - if nothing else, this allows for referral to external arbitration if the issue is unresolved after 8weeks.

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

[vieirapjr]

Yes, it’s correct, the CS is only delaying. Certainly I’m going to file a police report and go to the formal complaint process but I was expecting much more from  EE. Anyway, internet or telephone purchases from EE never more.

[Christopher_G]

Hi @vieirapjr 

Welcome to the community.

I definitely recommend following @bristolian's advice and form a complaint. That way, a dedicated team can open a case on your account, check to make sure the correct processes are being followed and give you a call to discuss it.

Please keep us updated with what happens.

Chris