topic Re: Where's my order in Archived Posts

Where's my order

nathanwinstanle — Fri, 26 Nov 2021 11:43:21 GMT

Hey, I made an order weeks ago. I was informed it would be around a week before you got the phone in, and its now been over 3! What is going on?!

Re: Where's my order

Leanne_T — Fri, 26 Nov 2021 13:29:06 GMT

Hi @nathanwinstanle

Thanks for coming to the community.

What device did you order?

Could you include size and colour of the device you ordered?

Thanks 🙂

Leanne.

Re: Where's my order

nathanwinstanle — Fri, 26 Nov 2021 13:39:13 GMT

Hi,

Its this:

iPhone 11 NC 64GB Black

Re: Where's my order

Leanne_T — Fri, 26 Nov 2021 13:43:56 GMT

Thanks @nathanwinstanle

Did you receive a confirmation email?

Can you track your order in the online order tracker?

Leanne.

Re: Where's my order

nathanwinstanle — Fri, 26 Nov 2021 13:48:13 GMT

Hi,

When I track it, I am just getting generic holding messages.

Your Back-Order is confirmed - 3rd Nov
Your order is on track - 10th Nov
Good news. Your order is coming soon! - 17th Nov
Your order is on track - 24th Nov

And when I was told it would be about a week, its not really good enough.

Re: Where's my order

Chris_B — Fri, 26 Nov 2021 13:55:38 GMT

@nathanwinstanle Yes it’s not good enough I agree perhaps Apple should produce more devices but then again due to the current situation in the world this has had a major impact on parts for basically everything.

Re: Where's my order

nathanwinstanle — Fri, 26 Nov 2021 14:13:16 GMT

Hey, I accept that there can be issues in freight at the moment, but in the same breath, EE should not have taken an order, advising that it would be about a week if they could not fulfill that!

Re: Where's my order

Leanne_T — Fri, 26 Nov 2021 14:16:05 GMT

Thanks @nathanwinstanle

We update our order tracker as soon as deliveries arrive, so you can see the latest information we have.

You will receive a text from DPD, by 8pm the day before your delivery, to confirm that it's on its way.

If you would like to look into changing your order, please give us a call on 150.

Leanne 🙂

Re: Where's my order

nathanwinstanle — Fri, 26 Nov 2021 14:19:33 GMT

OK, thats great, and you did not tell me anything in reality.

What times lines do you have on getting them in?

Re: Where's my order

Leanne_T — Fri, 26 Nov 2021 14:23:45 GMT

Hi @nathanwinstanle

Sorry, we don't have any further information regarding delivery of the iPhone 11 64GB in Black.

As soon as your order is dispatched, DPD will be in touch to let you know when this be delivered.

Leanne.

Re: Where's my order

Compbck — Fri, 26 Nov 2021 14:45:38 GMT

I am in a similar position - I ordered an upgrade iphone to 13 Pro Max and an upgraded Essential Plan (Unlimited) on 19/11/21, and although I did receive a confirmation immediately after paying £30 towards the upgrade, I have not received any further information.

Tracking does not indicate any sort of estimated delivery period, but remains as pending.

Brian

Re: Where's my order

ConnorVincent11 — Fri, 26 Nov 2021 15:00:29 GMT

I’ve had the exact same thing, I orderd the 13 pro max siera blue 3 weeks ago and still no phone

Re: Where's my order

Leanne_T — Fri, 26 Nov 2021 15:11:13 GMT

Hi @Compbck @ConnorVincent11

We’re in regular contact with Apple, and will be sending out orders as quickly as possible and we update our order tracker as soon as deliveries arrive, so you can see the latest information for your order.

Once your order has been dispatched, you will receive a text from DPD, by 8pm the day before your delivery, to let you know when this will arrive.

Thanks.

Leanne.

Re: Where's my order

Compbck — Fri, 26 Nov 2021 15:14:11 GMT

I've been with EE for years and stayed loyal since the days of the Blackberry phone. However, I have had Virgin Broadband Account for about 5 years and they are sending out very impressive iphone packages, and as I am now out of EE Contract am for the first time considering a move to an alternative provider, who are able to deliver a package in good time.

Re: Where's my order

nathanwinstanle — Fri, 26 Nov 2021 15:44:34 GMT

Hi,

You keep saying that the order tracker will keep you updated. And, yes, it may do that when you have a phone to send out, but it does NOT keep you updated when your stuck waiting like us. All I get is every 7 days I get a generic holding message which tells me absolutely NOTHING!

Re: Where's my order

Compbck — Fri, 26 Nov 2021 15:53:14 GMT

My argument is if the advertised stock is NOT readily available - Either say so up front or don't include a particular device as available for immediate upgrade. The way the EE Upgrade pages are displayed gives the impression that whatever you order is immediately available for purchase and delivery within a short space of time.

Re: Where's my order

nathanwinstanle — Fri, 26 Nov 2021 15:58:41 GMT

I suppose I'm in a slightly different situation. They did tell me that it was out of stock, but advised that it would be about a week as they where getting stock in before Black Friday. Three weeks later and nothing. And its hard getting an answer, in reality these pages have answered nothing. The Web Chat appears to have been removed, and I did try ringing today, but gave up when their IVR advised that the wait would be over 30 minutes.

I have been with EE for probably over a decade, but the service at the moment is appalling.

Re: Where's my order

ConnorVincent11 — Mon, 29 Nov 2021 23:17:29 GMT

I orderd the iPhone 13th max in siera blue 128 gb about 2/3 weeks ago still no phone, been sent tracking info but won’t work

Re: Where's my order

nathanwinstanle — Tue, 30 Nov 2021 07:37:16 GMT

I'm just at a loss with it. I've tried multiple channels and have had no luck getting any real answers. I get that they may not be able to get any stock in, but their Retentions team not should be advising people of 1 week time scales if things are going to be at least a month (and counting!).

Re: Where's my order

Jon_K — Tue, 30 Nov 2021 08:07:52 GMT

Hi @ConnorVincent11.

If you're unable to track your order online, I'd recommend giving our Customer Care team a call.

They will be able to check your account and give you an update.

Jon