Order a new iphone 13 max pro and it arrived with the box already open. Dispute!

[jone3159]

Hi, 

I have had an awful experience with EE the past 4 weeks. It all started as I had to send the first iphone 13 pro max back within less than a week as it was over heating. I then received the replacement and when the DPD guy gave it to me at the door I noticed both seals were broken which is not what you want to see when getting a new phone. I raised this with them and they were pressuring me to keep it at first, as if it was normal. I continued to tell them that this isn't really legal and probably against trading standards to sell me a new phone thats been opened clearly before delivery. 

Moving on further up the chain of command and the woman agreed that this isn't right. They then sent me another new iphone replacement so tried my sim card in it, and it wasn't working. So went to the EE shop in store to get a new sim just incase that was the issue but that didn't work and even he couldn't get it working with his own. He told me to call tech to complain as theres something wrong again. 

I then made the call to tech and they explained that the replacement phone I received had been blacklisted. I just want a normal new iphone thats not got anything wrong with it from start and to fairly compensated for the time wasted and stress caused. 

They also said it was normal for a box to be opened or blacklisted? At this point I have completely no trust or confidence in EE, I have spent around 3-4 days in total either calling or worrying as they still want me to pay the bill for the time I haven't be using it. 

Any one been in a situation like this? As I haven't been able to relax for 3-4 weeks over it as it's gone too far. Sorry about the long message but its a real nightmare.  

[Chris_B]

@jone3159  A new phone shouldn’t be blacklisted as that’s practically impossible cause someone has to report it lost/stolen to be black listed. No new device should have the seal broken as that means the device has potentially been used or had something done to it.     I would never except a device if it was already open unless it was a good as new device but even that should have a seal on the box. 

[jone3159]

Thanks for the reply chris. 

I'm glad im hearing sense. This has been so stressful for me as I'm manipluated to believe thats just part of their business. If its a new phone you expect a new phone sealed and untampered. They also want me to pay bill of £275 as they've messed my account up when I havent even been able to enjoy the phone let alone the contract at all. Always liked EE being with them for 14-15 years but this really disappointing level of service. 

Do I go to trading standards or the ombudsman? 

[Christopher_G]

Hi @jone3159

I'm so sorry to hear of your experience. I've sent you a private message to get you some help with this.

Please take a look and get back to me.

Thanks

Chris