Wrong phone recieved

[MTrenerry]

I upgraded my Galaxy S23 to a Galaxy Z Fold 6 over the phone, was offered an all rounder deal cheaper than online (prior to trade in fee and NHS discount), received the PDF documents and T&C over message which confirmed and said Fold 6. I paid for next day delivery but upon delivery received a Flip 6. Now I am going to have to call up, try and sort this with the call centre and get the phone sent back, receive the phone I actually wanted then also send back my current phone for trade in as I cannot go into stores to resolve this for some reason. Being a customer since 2009 I've never had such a mix up before which is causing issues.

[Chris_B]

@MTrenerry  I wouldn’t be surprised if the deal you got is also wrong as that could have been for the phone you received the filp 6.   Double check your documents to make sure it doesn’t say flip 6.      What you do have is a 14 day cooling off period where you can call customer support and tell them you don’t want this device.  You’ll be sent a returns package and once it’s returned and processed you’ll be put back on your original tariff where you be able to upgrade again.     This is how EE will more than likely process this  and you’ll  not just be sent the device you do want.   It’s a change of mind policy because of distance selling law. 

[MTrenerry]

I checked and as you can see from the screenshot this is what was in the documents (both my basket AND contract) I was told to check before confirming over the phone to upgrade deal. It frustrating this mistake has happened because i payed extra for next day delivery of the product and now i'm having to send most likely the next week going back and fourth between returns and phone calls to arrange the product I wanted and ask for the in place.

[MTrenerry]

So after speaking to EE over the phone it turns out that it was an error from the office end who then clicked the wrong phone when "placing an order" and didn't mention it to anybody or check the details. INSTEAD I'm not having to cancel my upgrade, wait for the returns team to contact in the next 72 hours, send the phone back. Wait for the contract to go back to the original then phoen uo and go through the upgrade process all over again! Absolutely ridiculous considering they admitted fault. No compensation or anything offered other than they will credit my next day delivery fee to use again, so they get to keep my money. Not even a refund on that as a sorry.

Definitely considering moving provider after 15 years of service with EE after this experience.

[Rach_H]

Hi @MTrenerry 

Welcome to the Community!

We know how exciting it is when you upgrade your phone, so I'm sorry to hear you've not received the handset you were expecting, and that getting this exchanged isn't as straightforward as you would like. The team will do all they can to get this sorted for you as swiftly as possible, but if you would like to discuss this further then the team will be happy to do so.

Rach

[AshleighB1]

Hi @MTrenerry  how did you get on in the end?

I am experiencing a similar issue, except EE say their supply chain are refusing to take responsibility as it notes on their system that the correct device was sent to me. However it was not! 
I am being told there’s nothing they can do for me other than refer me to the ombudsman. Apparently I am stuck paying for a phone I never received and the phone I was sent by mistake is not recognised by EE and they do not stock it.

This is such a frustrating situation so would really like to hear how you got on. Thanks!