Online order received with missing device from package

[mitchs93]

I'm posting this mainly for other customers to be made aware as I have noticed this is quite a common occurrence after a quick search on google.

Last month my partner (an EE customer of over 10 years and myself of over 14 years) ordered a Samsung Tablet from EE on a 24 month contract. This item was delivered by DPD on the specific date given. The package once received and opened, contained only a sim card envelope and a case for the device, but the tablet itself was missing from the package.

EE CS we're contacted and they raised a query for her to hear back within 72 hours. Of course, 72 hours lapsed and she had heard nothing, so remade contact with EE CS team to find out the query had been rejected. She then stated she wanted it re looked into and another 72 hour wait commenced. This was also rejected as somehow EE can prove that the package was delivered (this is correct) but with the tablet contained within the package. I'm not entirely sure how they can prove/disprove what items were contained within the bag, other than knowing what left their warehouse.

This issue was then raised to an executive complaint manager who stated that there is nothing EE can do or are willing to do with the matter as they believe she has received all items, therefore essentially accusing her of lying about this situation. The only solutions they have offered is that if she wants the contact remove, she pays the full contact off to remove it from her bill at a cost of over £500 or alternatively she continues to pay the contact as expected and raises this with the financial ombudsman to an independent investigation. No offer of cancellation due to EE or DPD mistakes has been offered, or even a potential dispatch of another device.

Subsequently, she has requested the device to be blacklisted, she has also reported this as a theft to the police, we are raising this with the financial ombudsman all the while she is having to pay the contacted amount per month for an item she doesn't have. and will never receive.

Overall the main purpose of this post is for other to see that EE as a company, are clearly are unwilling to attempt to resolve problems and adhere to the Consumer rights act 2015 section 28 delivery of goods. Clearly every customer of EE is insignificant and they are unwilling to resolve their problems whilst disregarding legal legislation, essentially thieving from their customers. I am genuinely shocked at EE's responses and customer service and both my partner and I will be leaving for a new provider. Despite if the financial ombudsman is found in our favour or not, I will also continue to advise others against renewing/signing up with EE in the future due to this experience.

[mitchs93]

Interesting to see this is clearly happening to a few customers. I think EE as a company really need to investigate their distribution centre as they clearly have a corrupt employee stealing devices and as a business, EE are unwilling to help their customers affected, but still continue to charge them! My wife has also been affected similarly to the OP and after following all the EE procedures, she is left deviceless whilst paying and only potential resolution is to contact the financial ombudsman. I'm astounded that a long term customer is being labelled a lier over a £500 tablet and have been unwilling to resolve the situation. Clearly customer service and reputation mean nothing to EE.

[Schockwave]

@mitchs93 , I believe the best solution would have been to return the package with an explanation that is what you received and then once your account is back to the previous account, re-order, but you would have to request a return form first, that is the only way I can see it, but could also be wrong, not sure why they have not acknowledged the fact that you have not had a satisfactory result.

[mitchs93]

The problem with returning, is that due to the tablet missing and the package being opened, EE are therefore suggesting the the tablet has been removed by us and we are therefore falsly claiming it is missing. Due to the case being included in the package, upon initial inspection prior to opening, it appears the tablet was inside. Essentially EE have conducting 2 internal invesitgations which show a package being delivered, with no evidence of what is actually contained within, so therefore in their eyes we have the item. It's essentially our words against theirs at this point.So therefore they're hiding behind the contract terms which are financially binding for my wife.