Trying to return an EE phone - 27 days later and a Jiffy bag has arrived!

ladymagpie

Day 1 - Asked for Jiffy bag on 19th in the morning. Was sent out that day.

Day 8 - 27th. Asked about Jiffy bag. Didn't know I asked for one. Another one sent as "urgent" apparently guaranteed by Monday.

Day 11 - 30th. Today is Monday. No bag. Phoned them and after being transferred to another department 4 times and speaking to 6 different people, I'm still on the phone 40 minutes later. And a bag is being sent out again.

Can't wait to send it back and I'm going to buy out of the minimum term and leave them forever. I don't care what they offer me. Worst customer service in the world.

albionrovers

Agree but only equally worst with all the other mobile phone providers bar none?

cootuk

They could very well be held up in xmas post.
No doubt you will get several bags next week.

ladymagpie

cootuk wrote: »

They could very well be held up in xmas post.
No doubt you will get several bags next week.

Apart from the fact that nobody knew I had asked for the first one, the second one was guaranteed to come on a Sunday... Until I pointed out we don't get post then and then it changed to Monday. On the third call I found out that only this particular department can send them out and basically he was confused by oranges complaints department having the power to not only send a Jiffy bag for an ee phone but also to have it sent apparently by courier, basically the first two people lied to me and the third call is the only one I think I can expect a bag from.

I still haven't forgotten one orange "manager" told me to smile more as its Christmas and hung up on me while I was trying to complain.

AndysDad

Have you tried taking it into a EE shop.I know it may not be convienient but might allow you to get rid of the phone quicker.

ladymagpie

You can't return a phone you purchased online or via the phone by taking it into the shop, I tried that one.

MSM78

Sorry to hear this is still ongoing for you as well.

I'm so looking forward to leaving orange when my contracts up. I'm sill trying to get a £70 refund which has been promised now since about the 18th December. I've called them multiple times, keep getting told it will be in a 'couple of days'.

Was guaranteed a call back today within the hour, that was at about 1100 and guess what....

Wondering now if I can dispute the payment with my bank, I paid MasterCard for an order 'new phone' which they never actually processed by all accounts.

Terrible company.

ladymagpie

During this whole saga of trying to get the upgrade through to trying to cancel to trying to get a Jiffy bag sent out, I have been promised a call back at a certain time 4 times. Two of them were when I was trying to upgrade to a contract worth well over £1000 to them over 24 months and still I wasn't enough of a valued customer for them.

ladymagpie

Day 16 - still no Jiffy bag. Did wonder whether the post office forgot where my house is however I've received bills and post sent well after the dates the bags were apparently sent out. Called orange and spoke to someone who did speak English enough to understand me the first time and explained that one bag was sent out on the 30th, the third time I rang - and no bag was sent out before then, despite him seeing I had asked for one in my account notes on the 19th and 27th. No surprises there.

ladymagpie

Day 21 - still no bag. EE told me to go to channel returns. I called them and they told me to go to EE. Lady at EE put me on hold. Then I found myself listening to part of oranges (press 1...) selection. Orange then disconnected me when I didn't press any of the options. Phoned EE again. Told a bag was on its way and will be there within 3-5 days. I told them I heard that more than 20 days ago and even excluding weekends and Christmas it's still double that time. He said one will come soon. I was denied a request to speak to a manager after I demanded compensation for their companies error and lies repeatedly told to me. Given an email that sounds like a generic one.

MataNui

If you have not recorded any of the conversations i suggest you start doing so. Its very easy for these people to deny any knowledge of requests and then say they dont record all conversations etc.