topic Re: Slow dispatch in Orders

Slow dispatch

Chopscott — Mon, 29 Jan 2024 13:38:46 GMT

Ordered phone 4 days ago and still not dispatched yet is this normal for ee as I've just left O2?

Re: Slow dispatch

Katie_B — Mon, 29 Jan 2024 15:16:34 GMT

Thanks for ordering with us.

What phone did you go for? if you could also provide the colour and memory size I will be able to look into this for you.

Katie

Re: Slow dispatch

Chopscott — Tue, 30 Jan 2024 11:26:43 GMT

S24 ultra 1tb ordered Friday 26th was told in shop I should have it on Monday, still not dispatched

Re: Slow dispatch

Chopscott — Tue, 30 Jan 2024 11:27:39 GMT

S24 ultra 1tb ordered Friday 26th was told in shop I should have it on Monday, still not dispatched

Re: Slow dispatch

Katie_B — Tue, 30 Jan 2024 11:36:00 GMT

Thanks for getting back to me @Chopscott.

Did you order in store for home delivery?

What colour did you go for?

Katie

Re: Slow dispatch

Chopscott — Tue, 30 Jan 2024 12:34:58 GMT

I ordered for home delivery and the black phone

Re: Slow dispatch

Chopscott — Tue, 30 Jan 2024 12:37:46 GMT

In Ballymena store for home delivery (black pho e)

Re: Slow dispatch

Katie_B — Tue, 30 Jan 2024 12:57:32 GMT

Hi @Chopscott.

I have looked into this and can see the Samsung S24 Ultra 1TB in Black is available to order but to expect despatch within 21 days.

As soon as your order is ready for delivery you will be notified.

Katie

Re: Slow dispatch

Chopscott — Tue, 30 Jan 2024 13:48:51 GMT

I have a pac code from O2 which has an expiry and I wouldn't have signed up to ee knowing I would have to wait 3 weeks for my phone also paying a contract for nearly a month without service or phone.

I will be going into the store tomorrow and see what can be done not happy at all not off to a good start EE.

Re: Slow dispatch

BrendonH — Tue, 30 Jan 2024 14:29:16 GMT

EE doesn't start charging you until your phone is dispatched.

A PAC expires but all you have to go is get a new PAC code there is no limit on how many times you can request a PAC code.

There is nothing EE can do these wait times for the phone you ordered will be very similar everywhere. The S24 is a popular phone and this always happens and you ordered after release day and there's people who pre ordered still haven't got there's.

If you cancel to order somewhere else you may be waiting longer as you will be out to the back of the queue again

Re: Slow dispatch

Tom_danni19 — Wed, 31 Jan 2024 17:39:10 GMT

You also forgot how popular this phone is and how many went for it, I ordered mine online on the 21st same spec to yours and I been told 28 day wait so its a good job I still got my s22 ultra for now

Re: Slow dispatch

V-GAO — Sun, 10 Mar 2024 16:01:49 GMT

Hi @Katie_B

Is it possible to track my order by any chance? The phone ordered is iPhone 15 128GB Black. The website claims that EE normally dispatches within 24 hours. But the phone has not been dispatched and I placed order on last Tuesday. I even cannot track the status of order.

Many thanks.

Re: Slow dispatch

James_B — Mon, 11 Mar 2024 07:55:53 GMT

Hi @V-GAO,

Welcome to the EE Community. 🙂

Have you received any emails regarding your order since you placed it?

James

Re: Slow dispatch

V-GAO — Mon, 11 Mar 2024 08:58:14 GMT

Hi @James_B . Thanks for timely reply.

I received the confirmation email with the xko number and direct debit notification (for both SIM and phone). And that’s it.

I even cannot track the order with xko number provided. Could you please look into this issue?

thanks

Re: Slow dispatch

James_B — Mon, 11 Mar 2024 09:06:57 GMT

Hi @V-GAO,

If you haven't received a dispatch notification, please get in touch with Customer Care on 150 if you're an existing EE customer or 0800 956 6000 if you're new to EE.

Thanks

James

Re: Slow dispatch

V-GAO — Mon, 11 Mar 2024 23:08:28 GMT

Hi @James_B

Many thanks for suggesting this. Following your advice, I contacted 150 and was instructed to go to any local EE shop to pick the phone with xko number and ID. However, the EE Studio I went to was not able to give me the phone and they required courier tracking number and EE's message, both of which I haven't received since I placed the order on 5th March.

So I cannot figure out what to do now. And it's hard to imagine how slow the whole system is.

Re: Slow dispatch

Katie_B — Tue, 12 Mar 2024 07:52:28 GMT

Hello @V-GAO.

When you placed your order did you choose store delivery?

Katie

Re: Slow dispatch

V-GAO — Tue, 12 Mar 2024 09:05:06 GMT

Hi @Katie_B

Thanks for your reply. I placed the order on 5th March and chose store delivery. It's been almost a week since I placed my order.

Re: Slow dispatch

Katie_B — Tue, 12 Mar 2024 09:34:44 GMT

Thanks for getting back to me @V-GAO.

Have you contacted the store you chose for delivery?

Katie

Re: Slow dispatch

V-GAO — Tue, 12 Mar 2024 09:46:42 GMT

Yes I have talked to the store @Katie_B

They said they cannot find any delivery with my name and suggested that the advice given by sales team of EE (150) was wrong and they are in a different system with EE (weirdly).

Please also allow me to sum up the situation: 1) that I cannot track my order on EE website with xko number provided even almost one week after I placed my order, 2) that I have not received any email/message regarding dispatch/delivery, 3) that I was notified that direct debit has been set for the phone and SIM, and 4) that EE Studio seems to go against the advice given by EE Community Support Team and 150.

Is it possible to track or even cancel the order by any chance? The whole process has been so frustrating. And everything being super slow makes one hard to believe EE 5G/Broadband can be fast.