iPhone 16 pro max upgrade

[Ademachanic69]

Absolutely disgusting behavior from one of we upgrade employees 

I’ve upgraded via trade in and was sent a package to send my old phone iPhone 15 pro max but was given until the 28th September or I’ll be charged £495

today I had an email stating they haven’t received my phone that I’ll be charged £495 so I decided to phone upgrade team as I’ve not received my new phone yet

well the lady was so rude she tutted when I said I can do with it sorting she said I’ll leave a message on your notes I suggested and asked politely if we can sort it out now as I’ve been there several times we saying there make a note and when you phone back no note in your files well there went another tut eventually someone else took over conversation no better telling me there’s a delay in iPhone 16 pro max and don’t worry about it 

I’ve been a customer for many years with four contracts and there are no loyalty 

if the phones are delayed let people know and definitely deal with your staff

[Schockwave]

@Ademachanic69 , you will not be charged , I would suggest speaking to customer service as you have not received your new phone and until you have received it, you still need to use the phone you have now, not sure why they have written and spoken like that, but maybe a bad day with all the customers wanting the latest devices.

[h6shim]

It’s awful this carry on, trying to get a hold of one of the PM’s is being a task and a half for anyone wanting to upgrade. The least EE / any phone provider could do is put out a notice stating 16 Pro Maxes are on a backlog as it seems everyone has been misinformed. 

[Schockwave]

@h6shim , blame Apple, as they have not supplied enough devices, this happens every year, and most who do upgrade should know this by now.

[Ali_A]

Hi @Ademachanic69 

Great to hear you've requested an upgrade. Sorry for the confusion in receiving the reminders before receiving the new phone.

Usually with the new-release phones a delay is set for the returns bag to match the delivery guidance, so they arrive around the same time as the new phone.

It seems the delay for the bag wasn't set in place when processing the trade-in for you on this occasion, which is why you are receiving the automated reminders. 
There isn't actually a way for us to stop the reminders as they are automated once the trade in packs are sent out. 

Not to worry, we know you won't be able to return the handset just yet so please keep hold of the returns bag issued, and use it to return you old device when your new device has been delivered.

Your account and upgrade delivery is manually checked for each one to prevent any charges or discounts being applied/removed incorrectly due to delivery timescales. 

I hope this helps. 

Ali

[BeoWullf]

Upgrading from a 13 mini and completely forgot backlog would be an issue, speak to support again, I had to reorder as online order failed but I made a point about the delay and they extended my return period.

[Nuredin1]

I’ve been using EE for 3 years but I’ve never seen bad customer service like this I ordered my 16 pro max on pre order date 13 of September every time i call customer support they asked me for my details and they cancell my order and then they re order to get promotion from ee or I don’t know why if ee keeps going like this ee is not the best network in the uk any more. Nearly one month still not recovered my phone im going to cancel any way better to wait for 17

[Nuredin1]

I’ve been using EE for 3 years but I’ve never seen bad customer service like this I ordered my 16 pro max on pre order date 13 of September every time i call customer support they asked me for my details and they cancell my order and then they re order to get promotion from ee or I don’t know why if ee keeps going like this ee is not the best network in the uk any more. Nearly one month still not recovered my phone im going to cancel any way better to wait for 17

[Schockwave]

It is not just networks that do not have stock until end of October, but also Apple, seen on their website, and just ordered both the IPhone and Watch from EE, told end of October, that is because, like every year, demand is high and Apple cannot keep up with demand, same on Apple website.

[emmakenny2002]

How do I upgrade my iPhone 15 pro max to iPhone 16 pro max