iPhone Duo pre-order issue

[STAN221]

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Today I contacted EE to cancel my iPhone Duo pre-order. I have a pre-contract confirmation, but the consultant said there was no order because I didn’t have an order number. I asked her to cancel the pre-order and send me an email confirming that we spoke, but she didn’t do either. Has anyone experienced something similar, and can a pre-order exist without an order number?’

[nizzy_dy1]

If you ordered online, then yeah it's a common thing on this forum.

[STAN221]

I’m still not entirely sure whether my iPhone Duo pre-order actually exists or not. Should EE have sent me an email confirming that I contacted them to request cancellation of the pre-order? I asked the consultant to cancel it and send me an email confirming our conversation, but I haven’t received anything. Could someone please clarify what should happen in this situation?

[Linzi_H · Accepted solution]

Hi @STAN221 

I'm so sorry for any confusion surrounding your pre-order. If you received confirmation from us directly that your order was successful, then our team over the phone should be able to view all of the details. My advice would be to call us again so our team can investigate this further, and cancel this for you if you've changed your mind. 

Linzi 

[STAN221]

Hi Linzi,

Thank you very much for your reply and for taking the time to look into this matter.

I would like to clarify what happened when I first contacted EE by phone to cancel my iPhone Duo pre-order.

During the call, I was told that no order could be found on the system and that I needed an order number. However, I had already received a pre-contract confirmation from EE. Instead of properly investigating the issue, the consultant appeared more interested in offering me additional services, such as broadband, rather than helping me resolve the matter.

Because I wanted to clarify the situation in person, I visited an EE store specifically regarding my iPhone Duo pre-order. I showed the staff the pre-contract confirmation I had received and asked them to check whether the order was registered in the system.

The member of staff checked and told me that no order could be found and that everything appeared to be in order. However, when I asked whether they could provide written confirmation by email that no order was showing on the system, they refused to do so.

This situation is very concerning and disappointing. EE sent me a pre-contract confirmation, yet when I contacted EE by phone and later visited an EE store specifically about this order, I was told that no order could be found. At the same time, I have not been provided with any written confirmation explaining the situation.

I feel uncertain because, when a customer specifically asks for written confirmation or proof of what has been checked, I believe it should be possible to provide this. Having something in writing would give me reassurance and ensure that there is a clear record of the information I have been given.

In my opinion, this is not the level of professional customer service I would expect from EE. Given the conflicting information, I would appreciate a clear written explanation of the situation and confirmation of what has been checked.

Thank you again for your time and for looking into this matter. I would be grateful for your assistance and for any written clarification you can provide.

Kind regards,
Stan

 

 

 

[Jackb343]

I pre ordered it at 13:20 had it confirmed by email I’d get the fond on launch date even rang at 18:00 to ensure everything had gone through fine to then get an text at 13:00 the next day that there was an issue and to contact them and they said even though funds were pending as they didn’t clear it they cancelled my order no attempt to clear payments that was pending as I contacted my bank and they confirm no attempt to clear funds was made so now I’ve lost my place in the queue and probably won’t get the phone till next year 

[Christopher_G]

Hi @STAN221,

Thanks for coming back and explaining what happened in more detail.

I can completely understand why you'd feel concerned. If you've received a pre-contract confirmation and then been told on more than one occasion that no order could be found, it's understandable that you'd want some written clarification for your own records.

Unfortunately, we're unable to access customer accounts or investigate orders here on the Community, so we're not in a position to verify what was checked by customer service or in store.

As you're unhappy with the handling of the issue, and the information you've been given, I'd recommend raising a formal complaint online. This will ensure the matter is reviewed by the dedicated complaints team, who can look into the interactions you've described and provide a direct response.

I hope you're able to get a resolution soon. Please let us know how you get on.

Thanks,

Chris