Good Morning,
After a very long process of upgrading some of our handsets on our account (*****), please refer to list of below issues experienced, starting on Thursday 27th April;
27/04/23 - Telephone Call
Initial contact made requesting prices and offers available to upgrade four handsets.
27/04/23 - Time 14.15
E-mail order placed with Lucinda, as per conversation. Outlining our request for three new handsets for existing numbers (*****) and one new connection/handset. Totalling four handsets. (As per below)
Hi Lucinda,
Many thanks for your help earlier today.
Please could we proceed with the following upgrades:
Mobile No. ****** (Ethan) iPhone 14 Pro Max 128GB Silver
Monthly Tariff: £64.00 Unlimited
Mobile No.****** (Gary) iPhone 14 Pro Max 256GB Gold
Monthly Tariff: £64.00 Unlimited
Mobile No.****** (Paul) iPhone 14 Pro 256GB Space Black
Monthly Tariff: £50.00 100GB Data etc
New Connection/Line (Ted)iPhone 14 Pro 256GB Space Black
Monthly Tariff: £50.00 100GB Data etc
27/04/23 - 18.26
E-mail received from Lucinda confirming order had been placed. Lucinda did not reply with regards to confirming if additional £50.00 could be waived, before processing order. Neither asked opening hours and proposed delivery date.
27/04/23 19.10
Replied to Lucinda's e-mail confirming nobody would be in the office on a Friday or Monday and requested re-delivery for Tuesday 2nd May. No reply.
28/04/23 - Telephone Call
After receiving DPD notification and e-mail confirming delivery due, calls were made to EE requesting a change of delivery day, due to nobody in office on a Friday or Monday. This was then re-arranged for delivery on Tuesday 2nd May.
03/05/23 - 09.40 - Telephone Call
After reviewing items received, order received was incorrect plus we had received a new handset that was not ordered. In Summary:
****** iPhone 14 Pro Max 128GB (Silver) Correct
****** iPhone 14 Pro 128GB (Space Black) Incorrect and not ordered
****** iPhone 14 Pro Max 128GB (Gold) Incorrect, ordered 256GB
****** iPhone 14 Pro 256GB (Space Black) Correct
****** iPhone 14 Pro 256GB (Space Black) Correct (New Line)
Called Customer Services and Agent processed two returns for incorrect handsets whilst waiting on the call. Agent advised that return would be dealt with by Channel Returns and that we should await a return label to be received via e-mail for both handsets to be sent back separately.
04/05/23 - 16.57 (******)
Received e-mail requesting company name to be confirmed. Another error on Agent part, with not entering correct information when raising return.
04/05/23 - 16.57 (******)
Again, received e-mail requesting company name to be confirmed. Another error on Agent part, with not entering correct information when raising return.
04/05/23 - 18.08
Replied to both e-mails confirming company name.
04/05/23 - 18.21
Gary e-mailed in reply to request for company name, requesting a call from management team within 24hrs, never received.
07/05/23 08.37
DPD return label received for return of handset relating to******.
09/05/23 - 08.56
E-mailed Channel Returns chasing return label for handset relating to******, as still not received.
10/05/23
Travelled to Post Office to return******
11/05/23
Chatted to an EE Agent via webchat online. Requesting an update on return of second handset, Agent provided some good information and assisted well. Then called 08000790103 spoke to Agent who then advised that they could assist with arranging a DPD collection, after I requested. This was not previously offered when returning first handset, therefore incurring more time and money on fuel to get to drop off point. DPD Collection booked for Tuesday 16th May.
12/05/223 - 10.21
DPD e-mail notification received, confirming return (******) received at EE.
16/05/23
DPD Collected second handset - Tracking Info:******. Tracked and received on 17th @ 10.15.
17/05/23 - 09.44
Called Customer Service to place new order for******; iPhone 14 Pro Max Gold 256GB. Agent confirmed £64.00 Unlimited Data/Calls etc, but advised there would be a £75.00 charge for handset. This was not confirmed when we originally placed order back on 24th April. Awaiting call back (within the hour), after agent speaks to her line manager. No call received within an hour.
17/05/23 - 12.30
Missed return call from Agent. Agent advised would call back.
18/05/23 - 09.43
Called Customer Service, spoke to Julie agent from yesterday. She confirmed that the cost of £75.00 of handset has been waived. Proceeded to order iPhone 14 Pro Max Gold 256GB @ £64.00 p/m Unlimited Data/Calls/Texts. Organised delivery to Gary's home address, due for delivery 19th May.
To conclude, the process from start to finish has been disjointed, hugely frustrating and without any apparent consideration of our time. All the errors were down to EE and it’s Agents however we have had to invest a considerable amount of time and adopt an extremely patient mindset whilst dealing with this. We have discussed this in the office and cannot recall a time or incidence where we have felt less valued by a supply partner, especially disappointing/concerning given the longevity of our association and loyalty to the EE brand. I guess it feels as if like many other organisations your priority, effort and premium service is reserved for new customers..
So our question is this. In recognition of the above we would like to know what you are prepared to do by way of compensating us for the ridiculous amount of time we have spent dealing with this across the business. In the least we would expect some kind of apology from those involved for the huge inconvenience.
We look forward to hearing from you and to a swift and above all satisfactory settlement.
Kind Regards,
Gary
Managing
******
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