topic Re: Dispatched in Orders

Dispatched

Michsaunt — Fri, 20 Sep 2024 00:11:30 GMT

Hi has anyone had their iPhone 16 dispatched email or updated on that app yet I ordered on the pre-order and it’s still not updated

Re: Dispatched

Colin009uk — Fri, 20 Sep 2024 00:30:25 GMT

I haven’t either ! Happened last phone I got aswell was told would get on launch day but didn’t I asked on the phone am I defo going to get it 20th if not I will just order the phone through Apple and they said yes I will defo get it on launch day but no update at all even when tracked it hasn’t even went to dispatched be with me within 24hours

Re: Dispatched

SamCrawford — Fri, 20 Sep 2024 01:05:58 GMT

I ordered on 13th 16Pro Max, was explicitly told I would receive it Friday 20th. All today was told the same. Yet people who placed their order after me for the same spec, colour and model have received notifications for delivery today. I’ve not received anything at all, nothing about a delay, it’s just stuck on that first step. I understand there can be supply chain issues, but if it doesn’t arrive today, I will cancel every contract I have out of principle. Nothing worse than being misled.

Re: Dispatched

Chris_S — Fri, 20 Sep 2024 09:45:16 GMT

Hi @SamCrawford I can imagine you're excited to get your hands on your new phone, the iPhone 16 Pro Max looks like an amazing device!

It's tough to comment on why other customers receiving their phones before yourself without having more information.

I'd recommend giving our service team, so they can look into your account and check if there's any further updates that they can give you on your order.

I'd recommend calling 150 from an EE phone, then one of our guides will be able to help further.

Chris S

Re: Dispatched

SamCrawford — Sat, 21 Sep 2024 14:30:21 GMT

@Chris_S I would have loved to speak to someone who knows, but unfortunately all I managed to do was speak to people who are incompetent and just told me lie after lie. Which is why I am is glad EE records all calls as the subject access request will provide all of the calls. I am happy to share EE senior chat managers expressing in writing that EE did mislead, mis-sell and that it's a serious matter. I can post here too, but I was fed up of seeing all the misinformation being told yesterday. So to be telling people it's first come first serve I already have proof from EE that this isn't true. This is the BIG issue, you all think this is about a phone, lol, it is about the lies, from EE employees across every call centre and not only employees team leaders, managers. So with the upmost respect unless you are suggesting I end up in hospital with a heart attack due to stress from employees who have been identified from leadership in writing to me as lying and gas lighting customers, and breaching Ofcom rules on mis-selling, let's leave calling EE please. Let's also not make this about a phone, because it really isn't, if it was I wouldn't be paying 200% Vs buying outright and sim only. I say this respectfully, and I am sure you don't want me to share calls and messages from EE.... With all of this said, you have a right to express your opinion.

Re: Dispatched

Leanne_T — Sun, 22 Sep 2024 08:36:49 GMT

Hi @SamCrawford

I am sorry to hear of your experience and understand how frustrating this is for you.

We have no account access on the community to get the account looked into and see what has been advised previously regarding your order.

If you have not already done so, you can open a complaint using our Make a Complaint webform and our executive team will get this fully investigated for you.

Leanne.

Re: Dispatched

SamCrawford — Sun, 22 Sep 2024 13:11:24 GMT

@Leanne_T this is actually helpful. I know you don't have access to records, you are simply trying to support customers. I already have a compliant raised and whilst I know EE have a complaints process, unfortunately this doesn't impact 14 day distance selling act, therefore if I don't hear back by Monday I am contacting the FCA and Ofcom, I do want to recognise that you are one of a minority of people from EE who realise that this is not about a phone, its about being misled, misinformed on purpose. Again I am not asking you to comment, you can't see or hear the recordings and notes. Given the seriousness of this, I know that the executive team will be investigating this, as Ofcom will take this seriously too.

Enjoy your day.

Re: Dispatched

SamCrawford — Tue, 24 Sep 2024 20:29:52 GMT

@Leanne_T do you have any confirmation of when EE is expecting stock to arrive? For those that have dates of Sep 27th -1st Oct is that based on when stock is expected? Or is there no clear timeline for stock? Thanks.

Re: Dispatched

Ali_A — Wed, 25 Sep 2024 09:10:27 GMT

@SamCrawford

Which size / colour of 16Pro Max handset did you order? I can check the stock tables

What time did you place your order? And did you do this over the phone or online?

Ali

Re: Dispatched

SamCrawford — Wed, 25 Sep 2024 09:53:40 GMT

@Ali_A i ordered the IPhone 16 Pro Max 512GB Black Titanium, I ordered at 15:45pm confirmation email came at 16:00pm, if you can update me that would be great!

Re: Dispatched

SamCrawford — Wed, 25 Sep 2024 09:54:20 GMT

@Ali_A it was ordered over the phone with an advisor.

Re: Dispatched

SamCrawford — Wed, 25 Sep 2024 09:58:39 GMT

@Ali_A @This is my order number 0040904 I have removed the last 3 digits. Pro Max 512GB Black Titanium, ordered at 15:45 over the phone with confirmation coming at 16:00pm on the 13th.

Re: Dispatched

Ali_A — Wed, 25 Sep 2024 10:01:12 GMT

@SamCrawford

Thanks for the details of the handset you ordered.

Looking at the stock details, I can see demand for the iPhone 16 Pro Max 5G 512GB Black Titanium was very high, so by 3pm on Friday the 13th the delivery guidance had changed. Any ordered placed after this time were expected to be dispatched within 21 days.

If you haven't done so already I would strongly recommend downloading the DPD app and as soon as this has been dispatched you will be notified with the tracking details.

Ali

Re: Dispatched

SamCrawford — Wed, 25 Sep 2024 10:03:05 GMT

@Ali_A So does this mean the expected dates of 27th Sep - 1st October when I look at my tracker on EE is wrong then? The message suggests that is the case?

Re: Dispatched

Ali_A — Wed, 25 Sep 2024 10:28:58 GMT

@SamCrawford

The guidance at the time your order was placed said "Within 21 days", however if stock is arriving from the manufacturer faster than originally anticipated this would explain why the tracker estimated date is sooner 😃

Ali

Re: Dispatched

SamCrawford — Wed, 25 Sep 2024 10:39:58 GMT

@Ali_A , thank you for the update. Out of interest do you see data not available to the sales team? I ask, as on the 13th at the time of order I was told there was stock available, I even changed the memory to make sure. It appears as though what was told to me was not accurate. I am aware of people who ordered the exact same model, spec and colour receiving theirs on the 20th.
I appreciate your support here. I am aware that people on the 20th got new dates provided that are staggered for example 27-1st which is what mine says and then others had 4-8th etc etc. If stock was not coming in this week would we have been notified / had the expected delivery dates changed yet?

Sorry for the questions i have ADHD / Autism, and want to check my understanding.

thanks.
sam.

Re: Dispatched

SamCrawford — Wed, 25 Sep 2024 11:07:33 GMT

@Ali_A just a DPD notification, thanks for your support.

Re: Dispatched

Ali_A — Wed, 25 Sep 2024 13:44:32 GMT

@SamCrawford

That's fantastic news, thanks for updating me with this. Glad you are due to receive your device quicker than the expected time.

Ali