I added a laptop to my account as a Christmas present for my son. It arrived with a damaged outer box but hoping it would be well packaged I accepted delivery. On unpacking the item it became clear the screen was damaged. Within 6 minutes I notified EE who assured me that they would replace the item the next week. By that evening I had a return call telling me this replacement would now not go ahead and I needed to raise the issue with DHL as they delivered the item. I called DHL and was advised it was not something they could help us with as we did not arrange the delivery and only EE could sort the issue. I called EE back that evening and replayed this information only to be told there was no manager and I'd be called back. This call came a few days later where I was told that there was nothing that could be done. When I suggested further that the item arrived damaged and I was at no fault I was instructed on how to arrange a return. I completed the return request online and have been waiting for the email to tell em how to return the item. So imagine my surprise when yesterday (nearly 3 weeks on from my initial call about the item) I was called by EE and told that they would not deal with the return and instead I needed to call the courier responsible for delivery Exertis and raise the complaint with them. Oddly enough as yet I have not been able to reach this company at all
As an EE customer for 18 years I am absolutely at a loss on how the company can issue so many conflicting details, can refuse to deal with an item that they sold and can leave me responsible for the incompetence of delivery companies
The stress this is causing is dreadful as we attempt to deal with a costly item that I cannot use or return but am still liable for the costing despite making the damage known almost instantly on delivery and being originally told it was a simple return just for this to go on so long and be told multiple different times it is sorted when clearly it isn't
