Samsung Chromebook Go - wrong item received

[Sunshinedaisy]

I ordered a Samsung Chromebook Go 14" and have just received an 11.6" version. I paid outright for this so it is not a contract and have been going round in circles trying to contact somebody regarding a replacement

 Finally on here I have found an email address of enquire-store@ee.co.uk 

I have not received a confirmation email to say they have received my email and will get to me etc... is this normal for this email address? Or is this another dead end to get the replacement item? 

Thank you in advance for any help!

[Katie_B]

Thanks for confirming @Sunshinedaisy. 

Are you able to respond to the email you received?

Katie

[Sunshinedaisy]

Hi Katie, 

Yes I did and I got this reply 

Hello,

I am sorry we are unable to help you the order numberabove is not an EE Store order number ours begin with SO.

We are unable to help you further.

And nobody else to contact. I am guessing this is because I paid outright and not on a contract.

I have now been told by EE via Facebook that 08000790062 is the correct number to call but on checking that number on the website it appears to be for subscriptions so I doubt they can help either! 

I do have TV and Broadband with EE that I have just renewed the contract of which I am cancelling today as this is ridiculous that I can't find any help for this. 

[Christopher_G]

Hi @Sunshinedaisy 

I've sent you a private message to try and get you some help with this.

Chris

[Sunshinedaisy]

Hi Chris, 

Thank you - this has been received. Unfortunately the email address you have given have told me they cannot help me at all due to the fact my order number starts with EE and not SO and the email address enquire-store@ee.co.uk only deals with SO order numbers.