topic Re: Huawei mate 20 pro pre order in Archived Posts

Huawei mate 20 pro pre order

Hannahcc92 — Sun, 28 Oct 2018 17:11:32 GMT

Hi,

Me and partner both preordered our huawei mate 20 pro on the 20th october which was all straight forward and no problems at this point. I checked my ee tracker on thursday 25th october to say that it had been dispatched and my new ee plan had started. I also had a text message to say that my phone would be available to collect on friday once the store opens. I stayed up of my night shift and went into the store when it opened at 10am which they told me that the phone was not there and that they dont get deliveries off dpd until lunch time and that i was to come back later in the afternoon. They asured myself it would be there. When i went back at 3pm, it had not arrived with their delivery. Rang ee myself who told me its got nothing to do with them as its ee retail and that i have to demand to speak to a manager. The ee store guy couldnt tell me why i hadnt received the phone and he then called his area manager who told me that my order had been delayed due to a delivery issue. The area manager finally gave me a tracking number. I spent 20minutes in store trying to ring dpd with no answer. 20 minutes at home again with no answer which i then gave up. Before i left store the area manager assured me that it would be delivered in store on saturday 27th october. When i checked dpd tracker online it said that they depatched it from hinckley depot but it got sent to dartford depot in opposite direction. I finally rang on dpd on saturday morning at 8am and got an answer. The lady i spoke to said there was a problem with the van and it got diverted to dartford. She then assured me that it would be delivered monday as they missed the opportunity to put it on another van on friday evening for it to be delivered saturday. She also told me that ee didnt supply dpd with any contact details for myself to receive updates. The ee guy from the store rang me to say that it hadnt come in with the deliveries and it would be monday which confirmed what dpd had told me. I checked the tracker last night which showed that the parcel had been depatched from hinckley depot to billingham depot but there has been no more updates. I then rang dpd again and before speaking to someone the automated service told me that it would be delivered today which has baffled me. I spoke to the woman at dpd who was rude and tried to cut the conversation short. Which she told me it would be tomorrow i would get it still which i knew anyways but i just wanted an update. I feel like i have had rubbish communication and both me and my partner are fed up. We have been messed about. What is worse that we both can walk into a ee shop today and get the phone there and then but we preordered so we could receive the free accessories and not have any hassle.

From one very frustrated customer.

Re: Huawei mate 20 pro pre order

Chris_B — Sun, 28 Oct 2018 17:45:43 GMT

@Hannahcc92 you need to make a complaint to DPD for screwing this up.

Re: Huawei mate 20 pro pre order

Christopher_G — Mon, 29 Oct 2018 08:24:02 GMT

Hi @Hannahcc92

Welcome to the community, I'm sorry to hear that you haven't received the phones yet.

It sounds, from your description, that your contact details were set up correctly from our side, as you received the text message telling you that the parcel would be available to pick up.

I know it seems that the delivery has been around the houses, but, hopefully it'll be there today.

DPD will be in the best position to give you updates.

Let us know what happens.

Chris

Re: Huawei mate 20 pro pre order

joe9099 — Mon, 29 Oct 2018 08:30:00 GMT

I pre ordered mine and still saying dispatch in 24 hours,:( absolutely terrible service from dpd

Re: Huawei mate 20 pro pre order

Christopher_G — Mon, 29 Oct 2018 08:37:03 GMT

Hi @joe9099

Have you received any texts from DPD about your order?

Chris

Re: Huawei mate 20 pro pre order

joe9099 — Mon, 29 Oct 2018 09:08:20 GMT

Nope i have not, 😞

Re: Huawei mate 20 pro pre order

Chrissemple — Mon, 29 Oct 2018 09:36:37 GMT

No text from DPD either.

Re: Huawei mate 20 pro pre order

Christopher_G — Mon, 29 Oct 2018 11:56:58 GMT

Did you get an order confirmation email from us, @joe9099 & @Chrissemple?

Chris

Re: Huawei mate 20 pro pre order

Connorpoulson — Mon, 29 Oct 2018 12:10:09 GMT

I'm still waiting too. Ordered it last week and was told I couldn't pick it up in store even though they have it in stock. The first time I've ever pre ordered something and haven't gotten it early/on time.

Re: Huawei mate 20 pro pre order

chrisjj2 — Mon, 29 Oct 2018 12:51:45 GMT

I am having the exact same issue as you guys. What's frustrating is EE don't seem to be able to provide me a tracking number so I can get touch with DPD. Ee are also saying it's out of their control and I just need to wait for a text from DPD. What if someone has stolen the package? What if it's been delivered to wrong address? Without accurate tracking how am I supposed to know. Really disappointed at both DPD and Ee.

Re: Huawei mate 20 pro pre order

joe9099 — Mon, 29 Oct 2018 13:00:17 GMT

I have a tracking number and confirmation. This is also the first time I pre-ordered because of the free stuff that came with it. I also have to admit, the tracking information is awful, all I want to know is where my phone is and a proper estimate time of arrival.

Re: Huawei mate 20 pro pre order

chrisjj2 — Mon, 29 Oct 2018 13:04:35 GMT

I got a text from Ee with the order number and it said it had been dispatched on the 25th. I have had no texts from DPD. Did the ee store give you a tracking number then? The store told me they couldn't get any DPD tracking numbers off the system.

I also ordered because of the free stuff otherwise i would have just walked into a shop on Friday and got it. And EE saying they can't give stock which is already in store. What a joke ?

Re: Huawei mate 20 pro pre order

joe9099 — Mon, 29 Oct 2018 13:07:24 GMT

Oh sorry, my bad i meant an order number not tracking number.

I actually just went into store and they said they could cancel my order and give me one there and then but i'd miss out on the free stuff, so i said no, lol >.<

Re: Huawei mate 20 pro pre order

chrisjj2 — Mon, 29 Oct 2018 13:07:48 GMT

I also ordered because of the free stuff otherwise i would have just walked into a shop on Friday and got it. And EE saying they can't give stock which is already in store. What a joke ?

Re: Huawei mate 20 pro pre order

chrisjj2 — Mon, 29 Oct 2018 13:14:54 GMT

This is stupid really. The whole point of preordering is so that you are guaranteed a device at launch not the opposite which seems to be happening to us.

Surely EE understand that this is partly their fault and should accommodate us by enabling us to get a device in store.

Re: Huawei mate 20 pro pre order

NatashaBraid — Mon, 29 Oct 2018 13:20:49 GMT

I’m having the same problem, mine was due for delivery on the 26th. I only got a confirmation text from EE and when I click the link it just says dispatch expected in 24hours. Never even got a confirmation email of my order. I’ve tried calling and using chat and have had no help what so ever. Thoroughly annoyed I preordered for the gifts. Otherwise I’d have gone in store and picked one up and would have it by now.

Re: Huawei mate 20 pro pre order

Connorpoulson — Mon, 29 Oct 2018 13:28:46 GMT

I just called up and was told they're out of stock due to high demand. So the latest I'll get it is next Friday. Lucky I'm not in any massive rush for a phone really eh?

Re: Huawei mate 20 pro pre order

chrisjj2 — Mon, 29 Oct 2018 13:32:18 GMT

But they have stock in store don't they?how does that make any sense. Surely pre order customers should get priority. I am baffled by this. Do any EE representatives read this forum so they can give us clarity on the situation.

Re: Huawei mate 20 pro pre order

joe9099 — Mon, 29 Oct 2018 13:34:53 GMT

My bet is there will also be no compensation in place, as this seems like a bigger issue than i thought... Yes they do have phones in store, so how is this even an issue lol, like you said, we should have been sent our phone as priority.

Re: Huawei mate 20 pro pre order

chrisjj2 — Mon, 29 Oct 2018 13:40:02 GMT

Did they tell you it was out of stock when you phoned EE customer services? If so I am going to call them and ask about this as this isn't right. Absolute P! SS take going here.