topic Re: Tracking Error in Orders

Tracking Error

JamesHowarth — Thu, 05 Sep 2024 10:26:25 GMT

Hello I ordered a Pixel 9 Fold on the 28th and my tracking page has an error, it has shown this order dispatched since I made the order but I've had no other messages since my order confirmation and the phone was only released on the (yesterday)4th so it obviously wasn't dispatched last week.

I feel like my order is stuck in limbo and it's not going to get dispatched because it's already showing as dispatched please can someone advise, I know I'm not the only one as someone on Reddit has the same error.

Thanks James

Re: Tracking Error

Michael_D — Thu, 05 Sep 2024 15:19:24 GMT

Hi @JamesHowarth

Welcome to the community.

I know you'll be keen to get your hands on your new Google Pixel 9 Pro Fold, especially when it is showing as dispatched on the tracker.

If you get in touch with our customer service guides, they'll be able to check the order on your account to make sure it is going through as expected, and see if there is a further update for you.

Michael

Re: Tracking Error

JamesHowarth — Thu, 05 Sep 2024 16:02:20 GMT

Hello, I've spoken to 2 of your CS reps but they don't have the same answers and left me with 0 confidence, I'm not sure anyone in your CS team will be able to help with this as it's a technical error and needs someone with some knowledge of your back end systems and how the flow of your wearhouse works in regards to orders, I mean why would they receive an order if the system says it's already een dispatched?

As far as your CS reps are concerned the delay is due to stock shortages when it might actually be because something on my order needs rectifying 😔

Also I'm hoping for reassurance from other customers that they have had similar errors and still had their phones delivered 👍

Re: Tracking Error

Adrianh1 — Fri, 06 Sep 2024 10:37:55 GMT

Hi @JamesHowarth

I have exactly the same situation.. My tracking shows the same info as your screenshot.. I pre-ordered the device on 18th August.. I find it quite poor there has been no updates or info given as to if or when the device may arrive. A simple text message or email would be nice. I understand delays happen but the lack of communication is frustrating

Re: Tracking Error

Peter_W — Fri, 06 Sep 2024 12:52:24 GMT

Thanks for explaining that @JamesHowarth

Was this a brand new order, or an upgrade to an existing account?

There are a couple of different things that could be going on here, and I just want to be sure we've got as much to go on as possible.

Peter

Re: Tracking Error

JamesHowarth — Fri, 06 Sep 2024 13:20:30 GMT

Hi Peter, it's a new order, I've ever been with EE, Kevin Bacon put me off for years. So far it's disastrous 🙃, I am however understanding that errors happen and things go wrong out of people control, it's the Customer Service after that that makes me either stick with EE or write them off 👍

Re: Tracking Error

Peter_W — Fri, 06 Sep 2024 13:37:12 GMT

Thanks for explaining that for me, @JamesHowarth

I'm disappointed to hear that this hasn't been the smoothest start to your time with us too.

When you've called us about this, was it the XK order reference number that they checked, or did they manage to bring up a full account?

This reference is for our online system prior to an account going live, but once there's a live account we can find this with your name and postcode.

Provided we can find this, this should give the definitive answer on the dispatch status.

Peter

Re: Tracking Error

JamesHowarth — Fri, 06 Sep 2024 14:04:22 GMT

I believe they accessed my account I had to give them a 4 digit code I received via text to the number I added to my account. 👍

Re: Tracking Error

Peter_W — Fri, 06 Sep 2024 14:09:17 GMT

Thanks @JamesHowarth, that's definitely a good sign as it suggests something is definitely active at our end.

I've just edited your post to remove your postcode, as we recommend not to share this in public.

Whilst I don't have access to accounts via this public forum, based on what you've said I think the best course of action will be to get your postcode checked in our main account system so we can see if this is active and the order is showing on there.

This should confirm if a handset has been dispatched, or very occasionally when accounts activate these can end up stuck in a tentative state and need a bit of extra work to get them fully activated.

You can find all of the details you need on how to get in touch on our contact page here, and fingers crossed this should clear everything up 🤞

Peter

Re: Tracking Error

JamesHowarth — Fri, 06 Sep 2024 14:44:31 GMT

Hi again, similar response from CS but I'm a little more confident, they have my order and it's awaiting stock and it won't be fully active until a phone has been allocated to me, hopefully that's the case, he also gave me a call back text I can use to get through quicker for the next 3 days 👍

Re: Tracking Error

Peter_W — Fri, 06 Sep 2024 15:19:04 GMT

Ahh nice one, I'm glad to hear you managed to get a bit more of an update on this, @JamesHowarth.

The model you've selected here has been really popular, with new orders at the moment seeing an estimated wait of over 28 days, so to me that does suggest everything is fine with the account and it's purely down to stock.

We always fulfill orders on a first come, first served basis, so if you pre-ordered then I'm confident we'll get this to you as soon as we can.

Please keep an eye on your texts, and we'll send out the tracking details for DPD as soon as this is on its way.

Peter