Where is my delivery?

[tobymatthews]

My new phone has not been delivered for the second time after five phone calls to support and one visit to a store.

What the hell is going on? EE have not been able to send my house name to DPD and then subsequently have not been able to update the address, even though I phoned last night and got the delivery updated and pointed out the error.

This is unbelievable. I am going on holiday on thursday and EE have completely failed in delivering a new phone to me and have been useless in the update. I am now sitting on support call for more than half and am left in disbelief.

Someone from EE, please take ownership of this and sort this issue out.

[Northerner]

Hi @tobymatthews 

There is no account access on these forums. You'll need to speak to EE CS on 150 about this issue.

Thanks 

[Chris1234587]

Same it’s so frustrating I’ve been waiting 9 days for my phone too! And I changed the delivery address on Saturday and it’s supposed to be delivered tomorrow but the address still hasn’t changed 😞

[Leanne_T]

Hi there @Chris1234587 @tobymatthews

I'm sorry to hear this has happened to you both. 

If you give us a call on 150, the team will check the order and help you get this resolved. 

Thanks. 

Leanne.

[tobymatthews]

Hi Leanne, I have spoken to Emma in the service centre and she has dealt with the issue (and who is wonderful).

The key question here is why could Emma deal with this while the other four people I have spoken to have failed to deal with it. Beyond this, how can it be customer service to make it impossible to go into an EE shop and get details of an internet order (which I did by the way). In particular, when I called on Sunday, told the person that this issue was there, why could he not update the address with DPD? He left a note on the account which was obviously useless.

Just to say this again - I saw that the address was wrong on sunday, call EE service to notify them, the person I dealt with saw that there was an issue and yet he didn't sort it out. Wow (not in a good way)

[Leanne_T]

I'm very sorry this was not resolved for you previously @tobymatthews, and glad to hear Emma has changed this to the correct address when you called. 

Thanks for coming back and updating me. 

Leanne.