topic Re: Back order when upgrading and trade in in Orders

Back order when upgrading and trade in

Kaylamccann812 — Thu, 08 May 2025 14:05:27 GMT

Hi,

I placed an order to upgrade my device on the EE app, and implemented a trade in. This was confirmed and i received an email on 2 May to confirm this. It said initially it would be despatched within 7 days. I have just checked the status of this and it is currently saying that 'back order is confirmed'. Can you confirm what this means? I was under the impression it was not out of stock? Additionally, in the initial agreement it said i would have 14 days to trade my phone in when i received my new one. How does this work when I havent actually (and have no idea when) I will receive the new device?

Can anyone additionally confirm to me how 'trade in' works - do I hand this into store once I receive my new device upon delivery? Do I wipe my phone down to factory settings and hand it over when being delivered by DPD?

There was also an offer saying if Google Pixel 9a was ordered between 15 April to 5 May i'd be able to claim a Fitbit charge 6. How does this work as that date has now passed and i am still unsure of the status of this order? Will this still be valid?

Many thanks

Re: Back order when upgrading and trade in

Rach_H — Thu, 08 May 2025 16:43:46 GMT

Hi @Kaylamccann812,

Welcome to the Community!

We would expect any orders of devices that are in stock to be delivered to you the next day, so if you've been advised 7 days then it sounds like this wasn't in stock when you spoke with our team, but you should still receive this within the timescale you were advised 🙂

Once you receive your new phone you'll also be sent a returns bag for your old phone, and will have 14 days to send this back to us.

You can claim your gift HERE when your phone has arrived, as this depends when you placed your order, so you will still be eligible. You will need to wait 14 days after receiving your phone to complete your claim, but you have until 19th June to do so.

Rach

Re: Back order when upgrading and trade in

Kaylamccann812 — Thu, 08 May 2025 16:52:16 GMT

Thank you for your prompt response Rach.

Is there any way to check when the device will be in stock, even a rough
timescale?

Many thanks
Michaela

Re: Back order when upgrading and trade in

Rach_H — Thu, 08 May 2025 17:46:00 GMT

Which colour and memory size did you order @Kaylamccann812?

Rach

Re: Back order when upgrading and trade in

Kaylamccann812 — Thu, 08 May 2025 18:46:16 GMT

Hi Rach,

It was a Google Pixel 9a in peony. 128gb.

Thank you!

Michaela

Re: Back order when upgrading and trade in

IslandGirl — Thu, 08 May 2025 19:32:47 GMT

I'm the same, waiting on the same phone. My trade in return bag came saying it MUST be returned by 15th or I'll be charged. First guy told me when I ordered the phone would take 14 days, second said it was in stock coming immediately, third said 7 days... Can't track it as it says you can only track a pay monthly handset. It IS a pay monthly handset. Sick of this.

Re: Back order when upgrading and trade in

Kaylamccann812 — Thu, 08 May 2025 19:37:16 GMT

That's what is coming up for me.

I did mine through the app to upgrade my contact and applied the trade in.
I didn't know initially it was out of stock/back order, it was only me
checking the app yesterday trying to track it as it initially said once the
order was confirmed that it is usually despatched in 24 hours, but now
saying back order, and tracking it just says order has been confirmed but
no idea or estimate of when this may be in stock lol!

It was saying I couldn't track pay monthly but that was when I put the
order number in and my mobile number, but when I put my email address in
instead of mobile, that's when it shows up still sitting as order confirmed
2 May and you will be updated when it's been despatched.

M

Re: Back order when upgrading and trade in

IslandGirl — Thu, 08 May 2025 19:42:46 GMT

It's infuriating isn't it!! The communication is woeful. I think I might lose my mind if it doesn't come before the returns date & I lose my discount. Actually waiting on Customer service reply now to pick another random delivery date out of their a*s to tell me...🙄

Re: Back order when upgrading and trade in

Ali_A — Fri, 09 May 2025 14:29:07 GMT

@Kaylamccann812

Looking at our Stock table, any orders for Google Pixel 9a 128GB Peony on 2nd May, had a guidance of "Available to order (Expect despatch within 14 days)".

The order is currently at an 'Open Sales' which does mean it's been confirmed and we are waiting to receive stock from the supplier so we can ship this out as soon as possible. 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: Back order when upgrading and trade in

Ali_A — Fri, 09 May 2025 14:34:30 GMT

@IslandGirl

I'm sorry for to hear you've been receiving the reminders before receiving the new phone.

Not to worry, the team know you won't be able to return the handset just yet. The details are already recorded to your account, which are checked before any charges are applied. The reminder message are automatic which can't be stopped I'm afraid.

Sorry for any confusion or concern it may have caused.

Please keep hold of the returns bag issued, and use it to return you old device as per instructions when your new device has been delivered.

Thanks 😊

Ali

Re: Back order when upgrading and trade in

IslandGirl — Wed, 14 May 2025 07:59:01 GMT

Hi! Any further update on when the 128gb peony pixel 9a will be dispatched if ordered 1 May?

I can't get DPD app updates in my area apparently 🤷🏽‍♀️ & I just asked in EE guides again who seem to think cancelling the order & having a 28 day wait for a pixel 9 would still come quicker than the 9a. (Which I don't want to do.)

Re: Back order when upgrading and trade in

Katie_B — Wed, 14 May 2025 08:03:31 GMT

Hi @IslandGirl.

Thanks for ordering with us.

I don't currently have an update on this.

Once your order begins to progress and is ready for delivery you will be notified.

Katie

Re: Back order when upgrading and trade in

IslandGirl — Wed, 14 May 2025 08:08:31 GMT

I was initially told by EE Guides 14 days, then that it was in stock for immediate delivery, then 7 days, today the latest I'm being told is it would be quicker to order a different phone with a 28 day wait. The previous support team member was able to provide more information than this. Surely someone is able to see if/when the item is expected to be in stock??? I'm tempted to just cancel it and buy in-store.

Re: Back order when upgrading and trade in

IslandGirl — Wed, 14 May 2025 08:09:19 GMT

Hi Kayla,

Have you heard anymore about your phone yet?

Re: Back order when upgrading and trade in

Katie_B — Wed, 14 May 2025 08:13:28 GMT

The current guidance for the Pixel 9a 128GB Peony, is that it is available to order and to expect delivery within 28 days.

If you want an update on your specific order please give us a call.

Katie

Re: Back order when upgrading and trade in

Kaylamccann812 — Thu, 15 May 2025 10:18:37 GMT

Hi!

Nothing yet, just checked again and it was updated as confirmed and my trade in returns pack came in the post to be returned by 25 May, which I'm not sure I'll be able to meet as I'm not sure when it will be delivered. I've no issues waiting, just would like a rough idea of when it'll be. I obviously don't want the trade in to expire as that is the only reason I went for the phone and the offer available!

Re: Back order when upgrading and trade in

IslandGirl — Thu, 15 May 2025 12:29:20 GMT

Yeah, same. I rang this morning (much better than the messaging guys) & told it would be 28 days for delivery, as in around the 12th June. The helpful guy guide earlier in this thread said the trade in communications were automatic & to ignore the dates (mine say 15th May !)

My other concern was the Fitbit dates as you have to claim once you've been in receipt of the phone for 14 days but before the 19th June. Obviously we won't have had the phone for 14 days by 19th but the guy asked his manager (twice, because I'm now distrustful!) who said because our order date is on record we will still be able to claim the Fitbit without waiting 14 days... Allegedly!! Who knows?!!

But if the trade in and/or Fitbit deal aren't honoured I think I'll just cancel the whole order....

So now we wait!!!

🫣😊

Re: Back order when upgrading and trade in

Rach_H — Thu, 15 May 2025 16:21:07 GMT

Hi @Kaylamccann812,

I'm so sorry to hear that this still isn't sorted for you.

I'd recommend giving the team a call, and they will be able to take a look into this, and give you an update on your order.

Rach