EE tv BOX PRO

[Padcamp]

Hi,

I joined EE/BT on the 6th February 2024. When I signed up I asked for an  EE tv BOX  PRO as a member of my family due to health reasons needs the ability to record programmes. I was assured that I would get that box and in addition I would be sent two Mini Boxes free of charge. The equipment duly arrived but there were three Mini Boxes no  tv Box Pro sent. I immediately called 150  and the person I spoke to informed me that there was a problem in that Mini Boxes were being sent out in error. He informed me that he would have the correct box sent out and also sent the return packaging for me to return the unwanted Mini Box. I have since spoken to EE five times about this and was told a manager has to authorise the sending out of an EE tv BOX PRO and each time this was done. I still have not received the EE tv BOX PRO. Has anyone else had this same problem and if so what did you do to get the correct equipment.

[DarrenDev]

Whilst I have seen a couple of cases where the wrong box was dispatched by the warehouse, in your instance the wrong box was ordered in the first place.  Your case notes suggest a system error causing the wrong box to be ordered.

Whilst I can see the order was raised for a returns kit, there's still no order for a TV Box Pro on the system.  I've spoken to the agent you spoke to, and I'm chasing the email that was sent.

Sorry for the inconvenience - I'll update when the order is raised.

[Padcamp]

Hi DarenDev,

Thank you for your response. The last time I raised this matter via 150 was on the 20th February. I can give you the name of the person I spoke to and the name of the manager that that person said had been asked to authorise the sending of the tv

BOX PRO. As you have the details of my account you should have my email address so if you want those names please email.

Kind regards,

Padcamp

[Padcamp]

Sorry I should have said I also have other dates of contact and the name of the person or persons I spoke to.

[DarrenDev]

No need @Padcamp - I can see all the people you've spoken to on the system.  You may have just received an order confirmation email - that's the TV Box Pro now ordered.  It should be with you in the next couple of days.

[Padcamp]

Thank you DarrenDev.  I will let you know if and when I receive the email. I am sorry if I sound a bit sceptical but have been told I would receive a confirmation email before but did not receive the expected emails.

[DarrenDev]

I can't promise you'll receive an email (I would have expected you to have received it by now, but it's possible they suppressed it on the order).  You definitely will receive the box though.  It has a target completion date of Monday - I guess just in case the warehouse guys don't dispatch it tomorrow.  I'll keep an eye on it and send you the tracking number when it's dispatched.

[Padcamp]

Thank you I  appreciate that.

[DarrenDev · Accepted solution]

Your TV Box Pro was picked by the warehouse this morning and shipped via Royal Mail 48 hour.  You should hopefully have received an email with the tracking number.

[Padcamp]

Hi DarrenDev,

Many thanks for sorting this out for me.

I have received an email and a text message with the tracking number.

Kind regards,

Padcamp