New Customer Rant

[MaliQLD]

I am not the kind of person who posts complains but being a brand new customer I need to vent my frustration. I ordered the iPhone PM DT 256gb on 27/09 and am waiting since. I am aware that there are delays to to shortages, fair enough, that’s out of EE’s hands, but what frustrates me is the lack of communication regarding an estimated delivery date. Everywhere else I see some better estimates than “more than 28 days” or “more than 21 days”. It seems that Apple got some new stock in since I would be able to pick one up today from my local Apple Store. Kinda tempted to cancel and buy directly via them. The only reason I bought via EE was because I was switching from my old provider but I don’t have much confidence that this was a wise choice. First I needed to call up after ordering online only to learn that my order hasn’t gone through. Then the person managed to mess up the delivery by setting it to my home address instead of the chosen EE shop ( there are regularly issues with deliveries to our address plus I am rarely home during the delivery times to watch out for the driver) and got told this can’t be changed. So this will cause me some headaches to see if I can re-schedule it to a day where I will be in, since I assume it can’t be delivered to a drop of point due to the whole Pin thing I have been reading about. plus I will be out of country for a week beginning of November which will potentially delay it even further depending on when I will get that DPD message that they have my order and when / if delivery can be rescheduled.

Then they also somehow managed to chose the wrong Tarif, so once I get the phone I need to call up to have it changed to the IPhone Unlimited Allrounder as I don’t need the Netflix or Google Perk. 

There are no updates besides the auto generated emails. 

Not a good start, EE… not a good start. 

[Linzi_H · Accepted solution]

Hi @MaliQLD 

Welcome to the community. 

I know getting a new phone is really exciting, and I'm disappointed to hear that things haven't gone smoothly for you so far. 

As you can imagine this is an extremely popular device, and we send all orders on a first come first served basis. 

Until stock is allocated to your order you won't see any details about when this is due to arrive. It's only when stock is allocated, we can then send further details to DPD to arrange your delivery date/time slot. The best way to stay in the loop with your delivery will be by using the DPD app.

Looking at our stock information and current timescales, the iPhone 16 Pro Max 256GB Desert Titanium is expected dispatch within 28 days.

Once you have your new phone, I'm really confident the team can make sure everything is correct on your account.

I hope this helps.

Linzi 

[MaliQLD]

Thank you for your reply. I understand that and I don’t mind waiting since there’s nothing EE can do if they have no stock but other providers are able to give a time frame. Three for example has on their page that stock is expected 30/10

It’s the whole Person A gets told x and Person B gets told y and no official updates or communication from EE regarding expected time frames, that is frustrating.