EE phone provider

[Gal]

Can I ask a question of you all? I'm in a contract with EE, it's pretty much finished now and I guess I'll be upgrading (I intended going in to the shop in town this week to make some enquiries). I did pop in a few weeks ago to ask what I'd pay for a new iphone and was told £25pcm minimum (I only pay £17 atm) and I told the young man I wouldn't pay more than that but he just shurgged and said that's the cheapest EE could do 'these days' - in fact he even suggested I buy a reconditioned iphone and not use contracts at all. I said no thanks and I would have a look around. Carphone Warehouse could do me the sae iphone 5S and all the same data stuff as EE but for £19. I said I'd get back to them and what would happen to my EE contract when the 24 month contract was up, and was told it would just carry on as before.

Skip to Tuesday last week when we were on holiday. I got a text message from EE around 10pm to say my order was on its way. I ignored it thinking it might be more data to pay for as I was using 3G a lot last week as we had no wifi. Next morning, I got another text from DPD (a delivery company) saying they'd be delivering my order that day and here was a link if I needed to change that. I tried phoning 150 as advised, but it was one of those Press 1 for this 2 for that, and so on and so on so I never spoke to a person at all. Wed pm and Thursday I got more texts trying to arrange delivery, even though I hadn't done anything! Finally on Friday, it appeared DPD had tried to deliver something but no-one home (J was at work) and I was left a further message to phone and arrange delivery. Of what??????

Got a missed phone call at 7pm Saturday (last) night from EE customer service saying they'd had no response from me in regard delivery so I could contact EE or DPD to arrange this! I tried phoning the number EE called from this morning and there was an automated response from someone saying they'd be in touch again.

I am very angry about this, they say to ring 150 but you can't discuss anything, my only option is to go to an EE shop but I don't want to get a new phone from them if it's going to be more than I want to pay. And I won't have time to go until at least Thursday this week, my next day off.

What would you do?

[Kaz]

If you can't get anyone on the phone I'd call in the shop asap. I wonder what the delivery is? My thought is that it's a new phone, but why would they send you one if you hadn't ordered it? :roll

[Workingman]

My thought was also that it was a new phone.

They will be thinking that customer inertia will kick in once you have the new phone and just go with it. I would be phoning up telling them that I would accept if the monthly charge stayed the same otherwise they could send me a return mail cover and I would send it back.

[Gal]

I also think it's a new phone, although why they'd send one out when I haven't ordered one or signed a new contract is beyond me

It's frustrating as it looks like I will need to wait until their customer service phones again or go into the shop in town on Thursday, which tbh is a real inconvenience!

[meriad]

it's all a bit very odd. I'm with EE, as is a colleague of mine. When it comes to upgrading my phone I go to the shop when I can and do it there and then in person. But I do look around on-line to see what options are etc and also did a comparison with the various providers including Carphone Warehouse. By comparison, my colleagues was in and out of the shops like a yo-yo when it came to her upgrade, as well as on the phone to who knows how many people but neither she nor I ever had anything sent to us.

I wonder if it's something Carphone Warehouse may have instigated?

very very weird

[Gal]

I wouldn't have thought so Meri, CW didn't take my details, just answered my query...

And today - I have received a letter from EE saying about my new DD (no amount shown, and I haven't signed anything, for anything!!)

Thursday seems ages away, this needs sorting out!!

[meriad]

Definitely needs sorting and I'd escalate this to senior management and customer service and kick up an almighty stink. Ask them for proof of your agreeing to a new contract and watch them squirm.

As Frank says they're relying on customer inertia and that is just plain wrong

[meriad]

And report them to watchdog and whoever the shopping ombudsman is

[cruiser2]

Send an email to the CEO.
You can get the details by searching for the details : CEO of Companies.
You will have to scroll down the list.
I have done it for two companies recently when I have had a complaint.
Good luck.
Keep details of who you speak to even at the shop when you visit them.
Ask for a copy of the order showing why a delivery has been made to your home.

[Gal]

I've updated this and posted on a private board.