Orange/EE worst service EVER

lrlrip

My phone was due for an upgrade with Orange. I went online to have a look at phones, plans etc. (my first ever upgrade) and online chat popped up. I asked about prices for an I phone 5S. The agent came back with a price but I didn't want to pay that much up front so they came back with an option for an I phone 6 that I accepted and paid the deposit over chat.

The phone was delivered two days but on opening it was a 5S. I phoned and spoke to someone who said they would need to get in touch with the agent that had dealt with me and get back to me. I called the following day and it was the same person I had spoken to the previous day. He decided to put me through to a different department and after speaking to numerous people in different departments I eventually asked to speak to a supervisor. Although they did not actually say I basically I should not have been offerded the I phone at the price quoted and they would need to listen to my call even though it was done over chat!!!!!! I offered to send them the transcript of chat but she declined saying she could get it herself. She promised me a call back that day, which she did to tell me that she couldn't get hold of the person responsible but would call me the following day. I asked her to call me after work at 1pm. On checking my phone after work I had had two missed voicemails but only background noise could be heard. I called 150 again and was told to go online through chat. I tried this while on the phone and although I couldn't get a reply on the "upgrade" section I did on "new customers" only to be told it was the wrong department, which I already knew but was still told to go through. The agent had hung up by this time. So I called again and at last got someone who asked me to email my copy of the chat transcript. She read it , spoke to a supervisor and agreed if I returned the 5S they would honour the price of the I phone 6. I was emailed all the details and the agent said she would keep me up to date over email of when the phone was back in stock etc. Great.....I thought. A few hours later I got a call from a supervisor from the online chat department to apologise for all I had been though, she had spoken to the online chat agent and it was their mistake and that I would get the 6 for the price quoted. I explained I had now someone who had dealt with it. I returned the phone, at my expense, on Monday.

As I had had no email, I emailed yesterday and got an immediate reply saying she had just checked and that the phone had gone into stock and could she phone me. I said yes I was in all day. No phone call. So I emailed today but with no reply decided to call AGAIN. Again I was put through to different people, each time having to go through the same story over and over. In the end I told them to cancel my contract as I had had enough. The customer service has been terrible. I now have to go somewhere else to get a phone. Should I take this further and if so how (or not worth it)?


Sorry for the ramble.

Techhead_2

My honest advice is to leave it. EE customer service is so broken that even when you put in an official complaint nothing will happen. Escalating to the executive team doesn't work and you will end up going to the ombudsman. Personally, I would learn the lesson and leave EE/T-Mobile/Orange.

horsepills

Yes - join Vodafone...they're much better at customer service!

Seriously though, they are all as bad as each other.