topic Re: The never ending saga in Archived Posts

The never ending saga

CraigT77 — Wed, 25 Nov 2020 16:33:25 GMT

So I orderd a 12 pro 256gb graphite on the 4th November. Website at the time stated delivery within 21 days. Guess what, 21 days is today and no phone.

My last "update" via txt message was just over a week a go stated your order will be coming soon and since then... Nothing.

I've tried to get through on the phones and been unsuccessful.

I got somebody on live chat yesterday who first stated it should be delivered in the next 2 weeks and then, after I reacted badly to that, he said the next 2 days definitely.

Today on Twitter I got told that everything looked on track with my order and it should be delivered today on time!

I've had no despatch confirmation from EE or DPD so cannot see how this could be the case.

Seems like you speak to somebody different and get a totally different, conflicting answer every single time, which frankly, is just poor customer service.

I get the stock shortages and I get that it's Apple's issue not EE's BUT the false information and contradictory updates ARE EE's fault and I just want a clear answer.

Don't fob people off with an update that is totally different to what someone else has said?

Can somebody give me any worthwhile update on the whereabouts of my phone?

Re: The never ending saga

Chris_B — Wed, 25 Nov 2020 17:47:53 GMT

@CraigT77 EE are giving trying to give you a date as you did ask, you don’t want to hear it might be weeks.

EE don’t know what they’ll get from Apple on each delivery until they get that delivery. You’ll get your device and it’s just a case of waiting.

Re: The never ending saga

CraigT77 — Wed, 25 Nov 2020 18:12:30 GMT

If they don't know when they will get stock and stick to the side of caution by stating ONE THING then fine.

Don't fob people off and make up different scenarios to suit. That's simply poor service.

Three different people telling me two weeks, two days and today as the delivery date just feels like lies or not having a clue.

If you don't have a clue at least stick to the same party line and communicate internally.

That is the part that is annoying people most.

Re: The never ending saga

Fragil3-p0rter — Wed, 25 Nov 2020 18:27:18 GMT

Based on information I received from an EE customer service manager the way it’s been explained to you appears incorrect which is where the confusion starts.

EE rightly state “21 days from order”

this however isn’t explained properly because this has 2 meanings:

1 - 21 days (working) including Saturday

2 - 21days (working) not including Saturday

this is significant as Saturday only counts to clear backlogs, so you should get an estimated date I’ll give mine as example:

ordered : 2nd Nov (21 days)

dates given to expect: 30nov - 05 dec

so as you can see these expected dates now they are calculated as “Working” give a more accurate time frame.

also it’s worth noting that EE also specifies orders can take up to 28 days in all cases, the confusion comes from the website when ordering stating in stock, which I mentioned when discussing my order with the manager.

Re: The never ending saga

CraigT77 — Wed, 25 Nov 2020 18:51:23 GMT

@Fragil3-p0rter that does make more sense... But like you say, how EE communicate that out is poor.

Re: The never ending saga

Fragil3-p0rter — Wed, 25 Nov 2020 18:58:48 GMT

I 100% agree, the mixed communication is more the problem than the wait time itself, it needs to be simplified and the same across the board.

if you recalculate your timeframes you should get a better idea.

Re: The never ending saga

ewaglab1993 — Thu, 26 Nov 2020 08:58:59 GMT

Same story for me. My 21 days suppose to be tomorrow and my order is still at "Awaiting Confirmation" stage. iPhone 12 Pro, Pacific Blue 128gb.

EE - are you planning on sending some communication about this? This forum is fuming with delayed orders and lack of clear (and honest) communication on your end.

Can someone please give me an update on the stock for the phone?

Thank you,

Ewa

Re: The never ending saga

Fragil3-p0rter — Thu, 26 Nov 2020 14:42:05 GMT

Update :

my iPhone pro 128GB graphite

ordered on Nov 2nd

arrived today 26th Nov

Re: The never ending saga

CraigT77 — Thu, 26 Nov 2020 15:55:06 GMT

@Fragil3-p0rter good news! Did you get an update from DPD yesterday prior to delivery?

Re: The never ending saga

Fragil3-p0rter — Thu, 26 Nov 2020 16:04:19 GMT

No!
I got a text this morning on the day of delivery 🚚

I was shocked

Re: The never ending saga

Mdads — Thu, 26 Nov 2020 17:58:54 GMT

Any one receive iPhone 12 Pro 128gb pacific blue who ordered after the 1st November as I still wait for mine which ordered been placed 31st of Oct and still nothing.

Re: The never ending saga

Micky77 — Thu, 26 Nov 2020 18:14:08 GMT

I ordered mine on the 13th November but in graphite and still not received but showing on the app as awaiting confirmation

Re: The never ending saga

ewaglab1993 — Thu, 26 Nov 2020 19:15:35 GMT

@Mdads no i am afraid:(. Called today and they said that it might be coming soon, but no details. I should theorically recieve it tomorrow, but its unlikely to happen.

Re: The never ending saga

ewaglab1993 — Fri, 27 Nov 2020 09:54:09 GMT

Day 21 of the expected delivery, still no news either from EE or DPD on the estimated deliery.

Re: The never ending saga

CraigT77 — Fri, 27 Nov 2020 10:04:41 GMT

I'm on day 23 now and nothing. I spoke to CS on the phone yesterday and couldn't get any info as they had none to give. They just told me that if I've not received notification of delivery from DPD / EE by the end of next week to give them another call and they will check again.

Re: The never ending saga

ewaglab1993 — Fri, 27 Nov 2020 10:11:10 GMT

@CraigT77 Thank you for your response, at least I know I am not the only one playing "waiting game".

Re: The never ending saga

Sammy781 — Sun, 29 Nov 2020 10:00:56 GMT

@Mdads well that completely blows holes in EE’s statement that the phones are being despatched in a first come first served basis! If one has waited since 31st Oct and another orders in November and gets theirs first.

24th Oct I’ve been waiting since.