I called EE on Saturday to discuss an upgrade and was told I was not entitled to any discount. I then ended the call and then decided I would arrange the upgrade online via EE website. I upgraded to iPhone 16 pro on a new contract and paid £100 upfront.
It was confirmed that delivery would be arranged within 24 hours. I received confirmation email re my order with an XKO reference no.
After not hearing anything further and error messages appearing via the app when trying to track my order, I called customer service who told me that they had no record of my order. I was then put through to the online orders team who told me they had a record of the order, and could see that I paid £100 upfront, however, there had been some sort of error and the item was not processed properly their end.
I was then told that they would have to fill out a form and this would take 48 hours to process. After which i would ‘probably’ receive a phone call to rearrange the order. (They did not seem sure that I would receive a call)
As the phone I had ordered on Saturday was now out of stock, on the above process was complete it would be a wait of 14 days before delivery.
At no point did I receive an apology. I had to ask for compensation, and was told the best that they could do would be to pay my next phone bill £34 on a sim only contract)
Overall, my experience has been incredibly disappointing. If I had not called to check today on the order nothing would have been done. I received no notification of the error prior.
It now looks as though it will be nearly 3 weeks before I receive my upgrade, that is, if the upgrade is processed this time.
Not impressed!
