topic Re: Google Pixel 3XL delayed in Archived Posts

Google Pixel 3XL delayed

paramsingh — Wed, 31 Oct 2018 09:39:44 GMT

Hi EE,

Online tracking says my pixel 3XL (128 Black) is delayed to 7-8 Nov.

I got an email not long ago it was going to be delievered on the first.

What's going on?

Param

Re: Google Pixel 3XL delayed

James_B — Wed, 31 Oct 2018 12:06:13 GMT

Hi @paramsingh,

Welcome to the EE Community.

We will endeavour to fulfil orders on a first-come first-serve basis, based on the stock we receive, and will do our best to get orders to you as swiftly as possible.

You can keep an eye on the order tracker for the latest updates and we'll send you a text as soon as your order is dispatched.

Thanks

James

Re: Google Pixel 3XL delayed

Davb1 — Wed, 31 Oct 2018 20:56:53 GMT

Personally I don't think this response is good enough. I ordered my pixel3 on October 15 and was told I would receive it on the 1st of November. I even had a text from ee on saturday just gone saying that the order was on track. It was only because I called customer service to check the status of my order that I found out it won't be with me for another week. By the way I was given a months free line rental as compensation as I have waited so long already and have now got to book another day off next week to receive the phone. Complain everyone as ee are clearly making promises they can't keep. What's first come first served basis anyway I bet the stores have stock tomorrow so they can make more money on handset only sales!

Re: Google Pixel 3XL delayed

MrBenjaminHDM — Wed, 31 Oct 2018 21:36:14 GMT

Thanks for confirming November 1st on the 28th so I could book the day off work.

Thanks for waiting until 20:35 on the 31st to communicate the delay.

Thanks for giving a detailed and understandable reason as to why you've done this and not some wishy washy canned response.

Re: Google Pixel 3XL delayed

Leanne_T — Thu, 01 Nov 2018 07:16:54 GMT

Morning @MrBenjaminHDM @Davb1

This is due to a delivery delay from the manufacturer.

Delivery dates are estimates, and if anything changes we will let you know as soon as we can.

Thanks. Leanne.

Re: Google Pixel 3XL delayed

MrBenjaminHDM — Thu, 01 Nov 2018 07:44:32 GMT

Absolutely not good enough, of course you're going to blame the other guy not in the room but I refuse to believe that at HALF PAST EIGHT the night before, Google got in touch with you and said "Nah sorry you can't have these pixel 3 XLs"

If you keep telling me that estimates are estimates and not apologise for this shocking display of customer service I'm going to get a OnePlus 6T on O2.

Re: Google Pixel 3XL delayed

Davb1 — Thu, 01 Nov 2018 07:57:27 GMT

I completely agree Mr Benjamin. The service has been appalling. I only found out that it was delayed because I called customer service. Otherwse I would have been sat around waiting for something that wasn't actually coming. Only apologies I got were on the phone and line rental credit by means of compensation from a very helpful lady called Chelsey. She should run ee at least she seems to get things done!

Re: Google Pixel 3XL delayed

andersdigital — Thu, 01 Nov 2018 08:37:08 GMT

Yeah, I ordered 2 days after pre-orders went live and I'm not in the first batch of deliveries. How many phones did EE get from Google? 5?

I paid a substantial amount of money to upgrade early and pre-order and get the phone on day one. Bearing in mind the fact that a month has passed by the time the phone arrives I could have just waited and saved 50-60 quid and ordered the phone on the 7th-8th. To say I'm fuming is an understatement. Been with EE a while and they've been largely great. They've REALLY dropped the ball on this one.

Oh and when I said to the customer representative that I'll happily go to O2 to get it, the very first thing they said was "Ok, but there will be a £140 termination fee.

Unbelievable !!!

Re: Google Pixel 3XL delayed

MrBenjaminHDM — Thu, 01 Nov 2018 11:02:20 GMT

This thread has been buried from the community page :')

Re: Google Pixel 3XL delayed

Shadowyugi — Thu, 01 Nov 2018 11:26:19 GMT

Should not even be happening.

To say I'm disappointed is an understatement. EE can not be giving

1) false estimates and

2) inefficient updates

And expect everything to be fine. It's not.

I shouldn't have to be calling up and chasing to know the state of an order. I should not. And even then, while calling up, to still be getting incorrect information. That's just bad form all round.

Never mind that I got a false text last week Wednesday saying I should be receiving the phone last week Thursday but I instead get a return pack for my current phone (part of the contract deal). And no I'm getting emails telling me that I should send in my current phone soon or else I lose the advantage on the deal.

Like are you serious right now?

Re: Google Pixel 3XL delayed

MrBenjaminHDM — Thu, 01 Nov 2018 12:03:37 GMT

Response from the Managing Superviser at Darlington Call centre:

"The emails say Estimate, the only actual confirmations are the ones from DPD which will come on the morning of delivery, it's the process"

Fantastic

Re: Google Pixel 3XL delayed

Shadowyugi — Thu, 01 Nov 2018 12:11:48 GMT

It's just excuse wording

I have worked as customer service. I understand the pressure of having to pacify and try to calm down nerves, but this should be passed up the chain. As the biggest supplier of the Pixel 3 (I'm assuming) they shouldn't be dealing with delays. If Carphone Warehouse and Google itself can be shipping without relative issues, then EE should be capable of doing the same.

But that's not even my problem.

My issue with this at the moment is the fact that there is a shoddy update process going on that has only infuriated users. If it had been explained at the time of our respective orders that there might be delays, it might have gone over better. But instead, we get false promises, false guarantees and false estimates, with us (the customers) having to chase up to find out what is going on.

This is my primary issue

Re: Google Pixel 3XL delayed

mirdragon — Thu, 01 Nov 2018 12:12:47 GMT

Google are not even advising customers until early in the morning, i got email at 5:47 this morning saying my order was delayed again and now delivery is 15-16th Nov, it's changed about 6 times since my order was placed and everytime the email sent has been in the early hours of the morning.

i would have thought that retailers had them in stock prior to today, as there would be users wanting to purchase on day of release.

this happens with every phone or product that is released, the manufacturers can never meet demand, yet they know what should be supplied by the number of pre-orders received and should ensure delivery dates are constantly updated as the orders come in

Re: Google Pixel 3XL delayed

Davb1 — Thu, 01 Nov 2018 14:03:01 GMT

I can safely say that during the time of order I was certainly not told of this being an estimated delivery date. I was sold the phone on the word of the representative that I would have it Nov 1st. The ee text message alerts I received do not say anything about estimated delivery they say " good news your order is on track." Obviously they will continue to blame Google for not supplying enough handsets and eventually we will all get our phones or cancel our orders and life will go on but I do feel ee have lied to us all and I am nothing short of appalled by the service and lack of foresight into demand shown by ee.

Re: Google Pixel 3XL delayed

Shadowyugi — Thu, 01 Nov 2018 14:24:28 GMT

Exactly!

It wasn't like Google forced them to make false assurances. They said Nov 1st. And now are trying to backtrack that it was an estimate. We are not children here.

Re: Google Pixel 3XL delayed

Davb1 — Thu, 01 Nov 2018 15:23:38 GMT

Unbelievable! DPD have just text me saying that they are expecting my order and delivery will be tomorrow. Even allowed me to select an hour time slot none of them were convenient as I have booked next Wednesday off for delivery as that is what I was told is guaranteed delivery date last night on the phone. Well let's just wait and see what if anything happens tomorrow. Clearly ee don't know their arse from their elbow what stock they have or where any of these handsets are or are going.

Re: Google Pixel 3XL delayed

Shadowyugi — Thu, 01 Nov 2018 16:06:44 GMT

At least you've gotten a text.

Hopefully DPD gets your delivery in tomorrow as they've said. I'm guessing EE still hasn't updated the tracking information.

Quick question to anyone getting the XL version:

The order name for your device... does it look like this

"Google Pixel 3 64GB Just Black" or does it have the XL after the 3?

Re: Google Pixel 3XL delayed

MrBenjaminHDM — Thu, 01 Nov 2018 16:10:35 GMT

@Davb1 Hope you get yours tomorrow, don't take it the wrong way but I'll be seriously miffed if you do, I ordered mine on the 9th!

@Shadowyugi my XL order reads: Google Pixel 3 XL 64GB Just Black

Re: Google Pixel 3XL delayed

Shadowyugi — Thu, 01 Nov 2018 16:18:34 GMT

@MrBenjaminHDM

I'm getting a headache. I have called to confirm this numerous times and I've been told it is the XL version I'm getting that the naming convention is just set like that. I am beginning to seriously consider just changing networks and be done with.

Re: Google Pixel 3XL delayed

MrBenjaminHDM — Thu, 01 Nov 2018 16:34:45 GMT

@Shadowyugi who knows what you'll get if you ever get it. I wonder if they struggle this much with iPhone XS XS Max and Xr.