topic Re: Google Pixel 3 XL shipping in Archived Posts

Google Pixel 3 XL shipping

Jakeives — Sun, 28 Oct 2018 16:32:55 GMT

Hi All,

I recently upgraded to a Google Pixel 3 XL (64gb - black) and was told by three different members of staff that the new phone would arrive with me on November 1st, but today I was told by a different EE Rep that I should expect to receive my new phone in 14 days..

Is this because the UK release is delayed or something? Or am I just being told false information and being messed about?

Many thanks

Re: Google Pixel 3 XL shipping

Chris_B — Sun, 28 Oct 2018 18:03:00 GMT

@Jakeives A pre order is not a guarantee of receiving a device on launch day. and you shouldn’t of been told you’ll get it on that day. Being told it could be upto 14 days is probably more correct as EE don’t know how many they'll get that they can send out on launch day. You’ll probably get it on the 1st but EE can not say for sure that you will. Demand could be higher than the allocation of devices that they receive.

Re: Google Pixel 3 XL shipping

Katie_B — Mon, 29 Oct 2018 08:18:23 GMT

Good Morning @Jakeives.

Welcome to the community.

We will aim to dispatch your device to you as quickly as possible. Once this has been dispatched you will receive a text message with your tracking number on.

If you require more information please give us a call on the 1st of November and we can have a look at the progress of your order, Alternatively you can track the progress using our order tracker with your order reference which would have been provided in your confirmation email.

Come back and let us know if you have any further questions 🙂

Katie

Re: Google Pixel 3 XL shipping

Redleigh9 — Wed, 31 Oct 2018 09:01:31 GMT

On my order tracking it told me my phone had been dispatched. Now it's telling me there is a delay.

What is going on?

Re: Google Pixel 3 XL shipping

Katie_B — Wed, 31 Oct 2018 09:10:59 GMT

Hi @Redleigh9.

Welcome to the community.

What colour and memory size did you order?

Have you had any further correspondence?

Katie 🙂

Re: Google Pixel 3 XL shipping

Redleigh9 — Wed, 31 Oct 2018 09:35:50 GMT

Hi Katie

I ordered a black 128g XL

No I haven't heard anything else

Thanks

Leigh

Re: Google Pixel 3 XL shipping

Becky31 — Wed, 31 Oct 2018 09:44:23 GMT

Mines been delayed too.

Apparently there is a high amount of orders so some cant be guarenteed 😞

Re: Google Pixel 3 XL shipping

Katie_B — Wed, 31 Oct 2018 09:44:53 GMT

Thank you very much for confirming this @Redleigh9.

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

Keep checking the order tracker for updates and once your device has been dispatched you will be notified with further delivery information.

Katie 🙂

Re: Google Pixel 3 XL shipping

JorjLim — Thu, 01 Nov 2018 16:49:06 GMT

I also ordered black 64 XL, when did you order it? I hope I don't have to wait 2 weeks!

Re: Google Pixel 3 XL shipping

Hip_Hop_Rob — Thu, 01 Nov 2018 18:22:19 GMT

Hi Jake Ives,

No, the UK release of the Pixel 3 and Pixel 3XL was not delayed for the 1 November Launch day.

How do I know this? because I went into an O2 store today on Launch day and "Hey Presto!" they had 9 in stock (Hull)- Vodaphone had handsets too, so had 3 (Just 64gb versions though), CPW too yet EE.....Zero! None! No Pixels were delivered to any of the EE stores visited for launch day ......Zero, Nadir. So 4 out of the UK 5 main cariiers had supplies but EE none. Go figure??

Something is afoot here as Sherlock Holmes would allude too. But I don't think it has anything to do with faulty handsets or other conspiracy theories being promoted. It appears to be an EE isolated problem. And as to why I got a "Good News. Your order is coming soon" text at 11:00 yesterday but "Hi there's been a delay to your order" text at 11:01 yesterday, only EE can answer that one...

By way of background I pe-ordered on the 12th October through Retention and they were and have been very helpful but do not be be persuaded by the estimated date argument for not supplying to pre-orders being banded about on these threads for launch day and being accepted as such. Being told and having it confirmed orally that you will receive handset on the Launch date when one ordered, is not an estimated date especially when other carriers have stock for for that very Launch day and it would appear EE have none? A first come, first served policy also being offered as an excuse for those who have been let down would suggest you had stock to start with, would it not? That has not been supported by any EE anectodal evidence?

So please do your best to make good the debacle of your Pixel EE launch day and harry your supplier as your customer base is very disapponted & depressed at seeing your competitors having supplies and are not convinced that we have not been managed late in the day to encourage us not to abandon ship to another carrier by keeping us in the dark until it was too late to do otherwise.

And the answer to the unasked question. Pixel 3xl 128 GB Black anticipted delivery date 8 or 9 November the other colours appear to have longer lead in times for delivery (allegedly)

Will confirm when in receipt of my handset

Re: Google Pixel 3 XL shipping

Jakeives — Thu, 01 Nov 2018 22:36:11 GMT

I'm really not happy..

So this was 2 weeks back -

Initially my upgrade included 60gb of data , but on checking online I discovered that I could have got 100gb for the same price so naturally I phoned EE to ask what was going on and why I hadn't been given the deal that was advertised online.

In order to modify my plan to reflect the new deal , EE had to cancel my order and re-process it (this involved me paying the upfront phone charge and delivery fee again!) , I was told that canceling wouldn't impact getting the phone on the day of release (aka today)

Last night at 9pm, I expected to receive a text message confirming that my new phone would be with me today, instead I got a text at 8:30pm stating that there was a manufacturer delay and that I wouldn't be getting my phone for another 9 days.

Really unhappy with the way this has been handled and I expected better of EE. Just thought I'd voice this on here as when I phoned you guys today to explain my fustriation , the chap on the phone simply said "I'm sorry but there is nothing I can do"

Re: Google Pixel 3 XL shipping

Christopher_G — Fri, 02 Nov 2018 09:11:48 GMT

Thanks for ordering with us, @Jakeives.

I’m sorry that we were unable to let you know about the revised delivery date earlier than we did.

We contacted all affected customers, who pre-ordered a Pixel 3 but would not receive it on launch day, as soon as we could once we learned of the manufacturer delay yesterday.

With regard to the price plan, I can only recommend discussing this with the customer service team, who have access to your account.

Chris

Re: Google Pixel 3 XL shipping

chrisdickinson8 — Fri, 02 Nov 2018 10:01:26 GMT

Hi Chris,

I'd just like to make a point of highlighting that EE did not contact all affected customers. I preordered the Pixel 3 XL in Black on the 10th October, and was told by the adviser that I was the first person to place a pre-order in that store (on Commercial Street in Leeds). Given the first-come-first-served policy and assurance by the adviser that I should expect the handet on release day, I (wrongly) presumed I'd recieve my handset on the 1st November.

So far, I have recieved no communication - via email or text - from EE whatsoever, and had to go out of my way to contact the store directly and request an update on my order. When the assistant manager returned my call with an update on the situation, I was advised that the three week delay in distribution was down to a manufacturers issue, as you have alluded to in this response to the community.

Now, following a quick and relatively simple Google search, I can confirm - along with a number of other members of the community - that O2, Three, and Carphone Warehouse (to name a few) have available stock of multiple variants of the Pixel 3, offering next working day delivery, or click-and-collect in store. This would lead me to believe that it's not a Google issue, and is more an EE issue.

Please be assured that none of our ire is directed at yourself, rather at the handling of this whole release process by EE. I don't think anyone here is asking for miracles, but a little more transparancy on the state of our orders - as loyal EE customers - would be much appreciated. We are, as you may have surmised, not best pleased.

Many thanks,

Chris.

Re: Google Pixel 3 XL shipping

Redleigh9 — Fri, 02 Nov 2018 10:20:20 GMT

I originally ordered my pixel 3 XL 128g in black on the 10th October and received an order confirmation email. I then spoke to customer services a week later to check something on my new contract and was told that my order had been cancelled due to the card I had used for my order not being the same card used for the direct debit (my card had expired and I received a new one from the bank). I had not been told about this cancellation and if I had not contacted we I would have been waiting for a phone that wasn't coming.

I then reordered my phone on the 17th October and was assured that my phone wouldn't be delayed and I would get it on launch day.

I like everyone else received notification that my phone was being despatched and then it was being delayed .

I have also been experiencing issues with the network and have been told there is an outage in my area.

To hear other carriers have phones in stock is VERY disappointing.

Ee keep promoting the fact they are the best carrier for the last 5 years but it doesn't appear they are showing this to their customers.

Re: Google Pixel 3 XL shipping

Redleigh9 — Fri, 02 Nov 2018 10:38:55 GMT

It also appears sky have them in stock and are offering next day delivery

Re: Google Pixel 3 XL shipping

ray_ingles — Sat, 03 Nov 2018 08:31:27 GMT

EE have said that phones are being delivered on a first come first served basis which is fair. Surely they could inform customers via these pages the pre order date they are delivering so far. This would provide some transparency to annoyed users and give some idea of the wait they face. A bit of light at the end of the tunnel is better than being kept completely in the dark. Come on EE keep your customers informed and show some respect and concern.

Re: Google Pixel 3 XL shipping

Jakeives — Sun, 04 Nov 2018 13:01:04 GMT

Ok this is getting ridiculous now.. I've just phoned the upgrades department and have now been told that i'm looking at 28 days until I receive my new handset

I'm completely in the dark here and I cannot get a consistent answer from you guys..

I'm getting fed up to be honest.

Re: Google Pixel 3 XL shipping

Jakeives — Mon, 05 Nov 2018 17:10:02 GMT

Hi All,

I've just come off of the phone with EE, apparently my Pixel 3 XL is going to be with me (worst case scanario) by the the 14th..

Fed up isn't the word, I've wasted so much time trying to find answers and I just want confirmation that I am definitely going to get this new phone.

Kind Regards,

Jake Ives

Re: Google Pixel 3 XL shipping

Hip_Hop_Rob — Wed, 07 Nov 2018 14:46:22 GMT

READ ALL ABOUT IT

Excellent real news!!! Just had further confirmation again that currently EE have no stocks of Pixel 3 or Pixel 3 xl and in fact have not had any Pixel stock in stores/warehouses/depots ever!!!

Further confirmation was reaffirmed again that no pixel 3(xl)handset(s) have ever been despatched to users since lauch day. (That clears the "first come, first served" standard response to keep the masses happy.)

Thirdly all standard text messages being received (My latest one @ 11:00 this morning stating "your order is coming soon" or "Order confirmed" "Expected delivery date: 08 Nov2018-09 Nov 2018 " are meaningless as there is no indication from the supplier to EE of when stock of pixels will ever be delivered. so it is a random generated text that the advisor could not relate to as to why it was being sent with no stock levels in the EE business showing on their screens as being available.....

The only certainty that is available currently is that " up to 28 days" is the standard mantra that all enquiries regarding delivery are to be met with, as there are no current stock levels,,,,,,,,,,,,,, So is my black Pixel 3 xl 128 gb pre launch ordered 12/10/18 for launch day than delayed and given 8 or 9 Nov, expected in reality????............Nope as there is no stock in the company, anywhere.....

So this is the real news not fake news being peddled by some EE customer advisors on these threads, or meaningless text messages to keep "upgraders" in the dark and to deter from jumping carrier. Standrd responses from EE advisors on these threads that do know better but peddle fake news to calm the sheep down why they wait for their management to figure how to stop a bad egg from smelling ever worse, is unforgiveable and should stop.

All the above is fact derived directly from EE today 7/11/18

Re: Google Pixel 3 XL shipping

PF10 — Wed, 07 Nov 2018 15:03:39 GMT

I have had a text from DPD saying my Pixel 3 64GB clearly white is set to be delivered tomorrow. Is this just an automated text or is it actually going to happen in reality? Doesn't fit with your story @Hip_Hop_Rob