PS5 Pro bundle order help - wrong controller in the box!

[besmirched]

Hello, can I get some help please with my order.

I pre-ordered the PlayStation 5 Pro with additional Edge controller. It was delivered today but the extra controller in the box is a regular DualSense controller, not the DualSense Edge!

I need this resolving please. I don’t know what to do, haven’t opened the console box yet as don’t know if I need to return it. 

Disappointed - you took full payment for the pre-order on 10th October when I ordered, which was a little surprising, but OK, but now having a wrong item delivered with my bundle on launch day. Meh.

[Katie_B]

Hi @besmirched. 

Thanks for coming here. 

Sorry to hear you have received the wrong controller. 

Did you purchase this via the EE website for pay monthly or the EE online store?

Katie

[besmirched]

I wasn’t aware there was two EE sites. I check my order by going to EE.co.uk and viewing my order in my account. Full payment was taken at the time of pre-order.

How will this be resolved, can I expect the Edge controller to be posted out seperately or do I need to return the whole bundle?

If you are able to check my orders or need to PM me for order number and account info, please do so.

[Katie_B]

Hi @besmirched. 

If this was purchased direct please give us a call. 

Our customer care team will be bale to provide you with your options on getting a replacing the controller. 

Katie

[besmirched]

I find dealing with call centres incredibly stressful, I was hoping to resolve on here.

I looked all over the EE website for a web chat option. Contact us page mentioned I could get help in the EE app, I downloaded the app and there’s no chat option that I could see. I found my way here by Googling.

[Katie_B]

Hi @besmirched. 

I'm sorry, we have no account access here on the EE Community. 

Live Chat is located in the Help section of the EE app. 

Katie

[besmirched]

Hi @Katie_B, thank you for the suggestions. However, I am having no such luck with the EE app.

I've got the app on my iPhone, I've signed in and can view my order history. When I goto Help section there is a Call Us button at the top, but there is no Live Chat or Message button. I've just tried downloading the app and signing in on the latest iPhone too, and still there is no chat option visible.

I appreciate that you are helpful here in the EE Community forum, but your company has very limited options for customers to get in contact. I am a BT customer and I understand all BT customers will be switched to EE soon. I am not looking forward to that, with BT they at least have a webchat option on their website. And it easy for me to get in contact with them.

I'll try on an Android phone later when my brother is around, perhaps the EE app just has more limited options on iPhones.

It does not help that your X/Twitter account does not respond to messages either.

[Michael_D]

Hi @besmirched 

I can have a look to see if there is another option for you.

Do you have the original order number at all? I just need to know if it starts with XKO, SOO or EE. 

Please don't post the full order number.

Michael

[besmirched]

Hi, thanks for offering your assistance. The order number starts with EE.

It didn't seem like I was having luck in getting help and I've now picked up a PS5 Pro console elsewhere after train for a few days to try and get help from EE.

I didn’t feel I should open my EE order as my bundle order is not complete.

I was just going to return it with a note explaining I have done so because it is incomplete, but your helpful message has come as a bit of a surprise.

My main reason for ordering from EE is I wanted your bundle deal with the extra Edge controller, but that controller wasn’t in the box. As mentioned before - the extra pad was a regular one, not the Edge as ordered.

[Ali_A]

@besmirched 

Thanks for confirming the order type. 

For all orders starting EE, please visit Electronics, accessories and SIM free handset orders for help with any order issues. 

You can also call our EE Electronics and Subscriptions team on 0800 0790 062 who will be able to help you with this. 

Ali