Hi on 31st July my wife and I went to ee store (LAKESIDE) to upgrader my sim plan, and upgraded to an iPhone 15 pro max through Flex Pay
now when we upgraded the plan me and my wife repeatedly said that we wanted our phone to be delivered on the store,
and the salesperson assured us that as soon as you received the text from the DPD you can come and collect the phone .
The next morning I got a text that the phone would be delivered between 10.53 to 11.53 so I thought ok so we'll go to the ee store and collect the phone, but we got a knock around 10 and saw the DPD person is in our house with the package and he asked the code I gave and it turned out its the phone i was waiting.
my wife opened the box tearing the little seal one at the bottom and one at the top and she switched on the phone after switching on no app was working properly and if I put the sim inside it hung, so we thought there must be a problem with the phone so we should return it to the ee store as we have got 14 days peace of mind.
and when we took the phone to the ee store it turned out to be a fake iPhone
now here is one thing when we asked the salesperson why he sent the phone to the house not to the ee shop he simply denied and he said he could not remember either me or my wife instructed him to send it to the house which is wrong, we repeatedly said we will come and collect.
the manager of the store said they can not accept the phone as the imei number in the box and on the delivery note is the same but not in the phone and he advised us to raise a complaint with ee
hear i should say that my wife does video blogging in her spare time so the unboxing is in video which i sent to the complaint as well
the ee complaint team said it may take 7 working days or longer for the investigation
now my question is that if the investigation is not resolved within 7 working days and my 14 days of peace of mind laps what then? and shouldn't the DD of the upgraded package be frozen until the investigation is completed?
i should be using my new iphone 15 pro max instead i am writing this
I feeling frustrated and upset and hope ee will resolve this asap
the company service which I have been using for more than 15 years
