08-03-2019 09:58 AM
So I preordered my S10+ on tuesday (a little late, sure).
I didn't receive any confirmation of the upgrade from EE - other than the transaction for the early upgrade fee leaving my bank immediately.
I've been chasing for some form of confirmation each day this week, to be met with something along the lines of "sorry you've not got an email/text through, that's strange, I can see on your account the phone is ordered and will be delivered on Friday, 8th March".
Every attempt to look at my account online was met with some form of error (plus the miriad of endless pop-ups for me to pre-order a phone I already had pre-ordered); it was saying that my current contract length was "0 months"; it was worrying but I assumed this was due to change of plan.
Yesterday at 13:40 I got a text/email from EE/DPD saying "We've received your order details, and we're expecting your parcel shortly"
Then, last night I got multiple texts through from EE letting me know my plan had been updated.
I started to feel relieved.
I logged onto the DPD app to choose my 1 hour time slot; this was confirmed at 20:26 "As requested, your parcel will be delievered on Fri 08 March 2019 between 12:00 and 13:00".
Following this I've also had:
20:38 - "Parcel collected from sender"
01:37 - "There's a delay with your parcel and we've now sorted it"
I woke up to the notification that there is a problem; the front page of the app has now changed to state:
"Your parcel is due for delivery Saturday. Your 1 hour time slot is available as soon as your parcel leaves your local depot, this is usually by 11:00"
Okay, I can deal with a day delay, sure... lets chase this up with support just to be sure:
I had the following:
"Sorry for the delays but then the parcel is still in transit to the delivery depot"
"well it has no this parcel is expected to be at the depot over the weekend"
"I am so sorry but due to this delay which has been confirmed today this parcel is most likely to be out on Monday now"
"Also this parcel as booked for next day service can only be delivered from Mon to Fri only"
"And so this parcel should be out on monday"
Broken uncoherent sentences aside, I don't understand how I can be punished (for only having next day service) an error on their end.
So EE and DPD said today, the DPD app says Saturday, DPD Customer service says Monday.
When do I expect the phone to turn up? Anyone else been through the ringer like this today?
I'm annoyed. - and to think I was planning to order a galaxy watch with EE today too!
08-03-2019 12:19 PM
08-03-2019 12:40 PM
I'm due delivery monday too!!! Not sure why it's not saturday instead as apparantly last night it was on its way to my local depot which is a hour and a half away! I've not been informed it's delayed, nor has anyone contacted to say it's going to be delivered today, so i'm in a sort of limbo waiting for EE to contact me about it. really disappointed.
08-03-2019 12:56 PM
Same here. EE are refusing to send me pre-order confirmation for some reason. I think it's because they've oversold for the free Ear Bud promotion which we require a digital copy of pre-order for to claim. I was also told I won't receive any confirmation of my order at all until I've had the (delayed) device for 14 days. Which, of course, happens to be the exactly time limit allowed for a return (when I find out I'm not getting the ear buds).
08-03-2019 01:12 PM - edited 08-03-2019 01:13 PM
Thank you for replying. But I've called Samsung and they've already confirmed they will need proof of PRE-ORDER not proof of purchase. I've been told by EE I won't receive this email until at least 14 days (cool off) after receiving the phone. Bizarre correct..? I have the transcripts.
PS. Samsung have also confirmed this is not a manufacturer issue as stated on the text warning of a delay, it's most definitely an EE issue.
08-03-2019 01:19 PM
I just have a "Parcel collected from sender" for me.
You'll have to call EE. They will almost certainly state "Monday".
08-03-2019 01:28 PM
You can upload your proof-of-purchase or pre-order advice notice when claiming your ear buds.
Please see Samsung Galaxy S10 on EE: How to get a free pair of Samsung Galaxy Buds for more information.
08-03-2019 01:29 PM
@DannyBoyEE The reason it’s after 14 days is so no one can set they don’t want the device send it back and then keep the headphones.
08-03-2019 01:32 PM
Its just like the backstop, clever way to lock us in, even without free ear bud. Haha
Thank you for your replies.
08-03-2019 02:15 PM
DPD have been absolutely useless, they've not updated my tracking since 19:22 last night, and when i've tried to contact them they've said they can't do anything until it reaches my local depot. It's been on its way there for the last 20 hours approx
08-03-2019 02:21 PM
Even better yet my DPD app says that the parcel was collected from sender at 20:38 last night for me.
Yet, when I spoke to EE earlier today they informed me that the reason that my delivery has been delayed is due to a stock issue.
My question then becomes how can my device be collected but also not be in stock? it's all very strange and frankly infuriating.
08-03-2019 02:31 PM
I've just been on the phone to EE and they've passed the buck onto DPD being the issue, apparently on their end my tracking saying it's at my local depot but when i try use the tracking number they have it says it doesnt exsist pretty much and my app still hasnt updated since last night, I'm trying to organise delivery for tomorrow but it's looking extremely unlikely. I'm really not sure why this is such a mess but there's plenty of people furious, especially since there's absolutely nothing we can do.
08-03-2019 02:53 PM
It seems to be the current copy/paste customer service response from EE; supposedly £20 credit will be automatically added to our accounts to make up for the inconvenience.
I imagine that will have it's own smallprint and will only be for people on a special list and/or claim it.
I'm still unsure if I'm getting the phone tomorrow, or monday... or ever! - Which isn't easy when you work full time inc. weekends.
08-03-2019 02:58 PM
Same. Left in limbo, no confirmation, mixed information from EE. No guarantee anything promised will actually happen, I'm guessing there will be no free ear buds.... I only wanted to upgrade. Never thought it would be this stressful.
08-03-2019 07:58 PM
Definitely no confirmation for tomorrow and it's at my local depot and not aloud to go collect it. Very disappointed that I've got to wait more than my original two weeks and I'm suppose to be trading a phone in - not sure where I stand with that now and I hope I'm not going to be charge my handset cost.