topic Re: Switch 2 delayed in Gaming

Switch 2 delayed

Ingrid1804 — Sat, 07 Jun 2025 14:16:31 GMT

Ordered the switch 2 on release day, was apparently dispatch the same day but 2 days later still no tracking number. should have had an option to collect or faster shipping, ordering on day 1 release and having to wait potentially 5 days is shocking

Re: Switch 2 delayed

Michael_D — Sun, 08 Jun 2025 07:18:08 GMT

Hi @Ingrid1804

Welcome to the community.

I know you'll be keen to get your hands on your Nintendo Switch 2.

If the order tracking is showing it has been dispatched, please give us a call on 150 so we can provide you with your tracking details. 

Michael

Re: Switch 2 delayed

Ingrid1804 — Sun, 08 Jun 2025 10:04:43 GMT

I now have the tracking details from the app chat which at first I thought was incredibly helpful, I was guaranteed they’d spoke to the courier and it would 100% be delivered by 9pm yesterday, still not arrived, tracking just says there’s a delay. I got in touch last night and was told a complaint was raised and they would chase it up first thing this morning to try have it delivered today and I would be notified, still nothing back, will get them till 12 then reach out again

Re: Switch 2 delayed

Michael_D — Sun, 08 Jun 2025 10:20:26 GMT

Thanks for the update @Ingrid1804.

I'm glad to hear it is getting chased for you, and that a complaint has been opened while this is ongoing.

Michael

Re: Switch 2 delayed

Ingrid1804 — Mon, 09 Jun 2025 09:30:17 GMT

So now it is being returned to EE and I’m not able to order a replacement until it’s successfully returned, there is stock at the moment but don’t see that lasting. Absolutely fuming with this

Re: Switch 2 delayed

Michael_D — Mon, 09 Jun 2025 09:59:38 GMT

I can understand your frustration @Ingrid1804.

Did the team give any reason why it was being returned?

Michael

Re: Switch 2 delayed

Ingrid1804 — Mon, 09 Jun 2025 10:52:19 GMT

Nope, it was reported ‘missing’ then when they scanned it at my local depot instead of sending it to me they returned it. The worst part is I was told to order another device but I actually can’t. Been given so much incorrect advice and lied to by almost every person I have spoken to, it’s ridiculous.

the only hope is someone realises what a complete mess has been made and the device is resent, but this really doesn’t look likely

Re: Switch 2 delayed

Michael_D — Mon, 09 Jun 2025 11:00:52 GMT

I don't know the specifics of the DPD processes, but if it was reported missing, and then subsequently turns up, it would be marked to be returned to sender. That would go to our warehouse and be removed from your account.

As for ordering another one, with the Nintendo Switch 2 demand, it would need this one to be returned before another can be ordered.

You'd previously mentioned having a complaint opened, is that still ongoing with our team?

Michael

Re: Switch 2 delayed

Ingrid1804 — Mon, 09 Jun 2025 11:20:51 GMT

No idea what is going on with the complaint, not a single person has been in touch, I have had to phone every time to speak to someone. the only reason I went through with the marked as missing process is because EE I was told it would be the quickest way for a getting it resolved, they I was told a new device would be sent out within 72 hours max, but now you’re saying the process is if it turns up it’s sent back and cancelled off the account. This is beyond a joke at this point. If I just hadn’t spoke to anyone from EE it probably would have been delivered today which would be late but would have accepted it.

I want someone from the EE side to arrange another one to be delivered today.

Re: Switch 2 delayed

Michael_D — Mon, 09 Jun 2025 11:25:30 GMT

There is no way for anyone to get one delivered to you today @Ingrid1804. Even if an order was able to be placed, it would not be delivered the same day.

I cannot see any account or order details from here, or the complaint information, but if you are not happy with this and wish to take the complaint further, you would need to get back in touch with our customer service guides and escalate with them.

Michael

Re: Switch 2 delayed

Ingrid1804 — Mon, 09 Jun 2025 11:28:09 GMT

I don’t care about it today, I want an order placed today. I’ve spoken to the customer service and they can’t do anything. Is there a way to cancel the missing parcel processes as it clearly is no longer missing?

Re: Switch 2 delayed

Michael_D — Mon, 09 Jun 2025 11:36:50 GMT

If you've been advised by customer services that nothing else can be done, then that would not be possible. If a parcel is marked as coming back to EE, then it cannot be redirected back to you.

As I mentioned above, if you aren't happy with the process and what has happened, you'd need to escalate the complaint over the phone.

You can also complain through our complaint webform, but that has timescale of at least 7 days at the moment, so will not be resolved as quickly as you wish.

Michael

Re: Switch 2 delayed

Ingrid1804 — Mon, 09 Jun 2025 11:42:35 GMT

I’ve just spoke to DPD again and they have said that EE need to contact the business side on DPD and they can redirect the parcel to me. There must be a department within EE that can do this.

Re: Switch 2 delayed

Michael_D — Mon, 09 Jun 2025 11:44:07 GMT

You'd need to speak to customer services to discuss that @Ingrid1804. From my previous experience within the company, that has not been possible in the past, but it isn't something I can look at from here.

Michael

Re: Switch 2 delayed

Ingrid1804 — Thu, 12 Jun 2025 18:09:54 GMT

Just when I thought I was coming to the end of this mess, I managed to order a new device on the 10th. Been told it will be dispatched within 48 hours. Guess what, no dispatch confirmation, no one can tell me what is happening with the order, every says it’s got a delivery date for today so it’ll come, but they can’t provide the tracking details because there is none. When asked if it doesn’t arrive today (which it’s now 7pm so can almost guarantee it at the point) what are the next steps, everyone’s answer has been ‘I don’t know’.

Not to mention they still have my old mobile number which has never been active on this account for dpd to send the pin when they eventually receive the package, 3 people have said this has been changed and it’s still not updated, so can see that being an issue in around 6 months when the device is eventually attempted to be delivered.

Re: Switch 2 delayed

Leanne_T — Fri, 13 Jun 2025 07:45:17 GMT

Hi there @Ingrid1804

I am very sorry you've had this experience and not had any delivery updates or the number updated.

As @Michael_D has advised, we are unable to access the account and order on the community, the best people to speak to for an update is our mobile guides. They can check the order and see if this has been dispatched and look into why the number has not been changed for DPD to send the PIN.

Leanne.

Re: Switch 2 delayed

Ingrid1804 — Fri, 13 Jun 2025 08:33:40 GMT

I’ve spoke to 4 and the answer every time is ‘I don’t know’

Re: Switch 2 delayed

Leanne_T — Fri, 13 Jun 2025 08:44:12 GMT

Hi @Ingrid1804

I am very sorry you would need to get back in touch and the team to see if they can provide an update for the order.

Leanne.

Re: Switch 2 delayed

Ingrid1804 — Fri, 13 Jun 2025 08:49:58 GMT

After a 5th phone call requested a manager, was refused this. Now been told it’s out of stock and have to wait for new stock before it’s sent out (although the website was still accepting orders until around 10pm last night because I have been checking it religiously).

Once the deadlock letter arrives this will be going to the ombudsman because this has been without a doubt the worst service I have ever experienced from any sort of company, it’s an absolute ridiculous way to treat a ‘customer’

Re: Switch 2 delayed

Leanne_T — Fri, 13 Jun 2025 08:56:02 GMT

Hi @Ingrid1804

Did the team advise your order has been cancelled or is this still open and waiting for stock to arrive?

If you have an open complaint, the team will be in touch once this has been looked into. If the complaint has been closed and a deadlock letter has been sent, the letter will have the next steps for you.

Leanne.