topic Re: New phone slow to arrive - poor tracking in Orders

New phone slow to arrive - poor tracking

DFH77 — Fri, 18 Aug 2023 13:22:39 GMT

I have upgraded from Sim only to Sim and Phone (iPhone 14 256gb RED).
The tracking doesn’t work (this seems to be a constant thread with EE after looking at the forums) I spoke with an agent who couldn’t tell me when the new phone would arrive so we cancelled the order and reordered the black one (most common) and I was told that the handset would arrive in two days.

Not arrived now 7 days into process.

After my original order we upgraded my wife’s to a black 14 256gb and it arrived within 2 or 3 days yet when I enquire about mine i al told the screen says “open sales order” and that there is no more information.

Can you please tell me in more detail what “open sales order” means and why the agents cannot inform clients as to stock availability. I also contacted my local store who said they would not be able to supply the handset as there was an order already in place, even if I cancelled the order there would be a 30 day period where I could get one from the store.

Come on EE sort it out!! you’ve managed to sell me a broadband service in the process but now leaving me hanging with the phone.

Re: New phone slow to arrive - poor tracking

Katie_B — Fri, 18 Aug 2023 15:00:33 GMT

Hello @DFH77.

Welcome to the community.

I am sorry to hear your phone has not yet arrived.

Is today your 7th day since ordering?

When I check our stock levels it does show the phone as being available to order but to expect dispatch within 7 days.

Store availability is different to the availability from purchasing online or over the phone.

Katie

Re: New phone slow to arrive - poor tracking

DFH77 — Fri, 18 Aug 2023 17:26:27 GMT

Hi Katie, thanks for your comment. It was just that my wife’s upgrade that was the same model / colour was ordered Sunday and arrived Tuesday and therefore some disparity in the outcome. I was told by the agent the agent when I changed mine to black that it would arrive Thursday (hence the colour change to an in-stock item).

Re: New phone slow to arrive - poor tracking

Katie_B — Fri, 18 Aug 2023 17:45:01 GMT

Hi @DFH77.

The Midnight iPhone 14 256GB is also showing as to expect despatch within 7 days.

This time scale may have changed from when you ordered it.

Katie 🙂