Phone stuck at DPD

[geejaytee]

That title is a bit dramatic, but I ordered a phone a week ago and thanks to various shenanigans, DPD were meant to be sending it to a new address (after prompting from EE). It got as far as the nearest depot to the older address before being redirected.

However, there's no update for 48/72 hours (48 on the original tracking number, and 72 on the new tracking number that DPD generated after the change of address) since the redirection has been actioned.

It's been escalated within EE (DPD might have possibly lost it down the back of one of their conveyor belts), so I'm waiting for a call from the Supply Chain team who can/will try to investigate where it's gone.

The question is this, how long generally does this team take to respond? The escalation went through this morning, and I'm currently paying for a handset I'm not receiving, although the new contract is better terms than my old contract and cheaper per month, so I'm loath to cancel (back to the more expensive contract) and reorder.

[Chris_B]

@geejaytee  This could take and this a guess around 1-2 weeks.   A investigation has to be carried out and it has to be done by the book.   Once DPD have acknowledged they have lost/miss placed it they’ll inform EE and a replacement device should then be dispatched to you.     

[geejaytee]

That is disappointing as it would be (up to) three weeks since the original upgrade order for me to get the phone I ordered. EE customer service won't cancel the order and send a new one out until it's been investigated, so I guess I'm in for a wait 😞

[Chris_B]

@geejaytee  EE won’t send one out just in case it is found and then dispatched to you.   It has to be investigated and only once it’s been investigated will the process of sorting out a replacement happen.      Not knowing what device it is myself this could be a £1000 phone that has to be replaced. Obviously DPD doesn’t want to have that cost on themselves but it was in their care at the time so they have to do this by the book.   EE are not going to just send out a new device without knowing who’s going to foot that cost.  While this isn’t fair on you as the receiver of that product I’m sure you understand insurance forms have to be completely correctly.