Pre order 18 pro max staying delayed

[Sufi2]

I am writing to urgently follow up on my pre-order for the 18 Pro Max (256 GB, Burgundy), which I placed in-store on September 12 as soon as bookings opened. I paid the required deposit at the counter and was explicitly assured twice by your store representatives that the device would be available today, September 18, and that I would receive an SMS update once ready for pickup. Having received no notification, I reached out to your helpline earlier today, but the representative was unable to share any information regarding the status of my order. As I have only received an initial order confirmation email without a tracking link, please urgently clarify how I can track this shipment and provide an exact timeframe for when my phone will be available for collection.

[Chris_B]

@Sufi2   You ordered at store the store is your pickup location and the store will notify you when it’s there for collection.   You also shouldn’t have been told you’ll get it on launch day as the store isn’t in control of what they receive for launch day.  EE can only send out what they receive from Apple. Be that at a store or an online/phone sale.   EE didn’t receive enough devices to fulfil all pre orders of all model specifications.  No network did even Apple themselves have a waiting period for preorders as they themselves can’t fulfil all preorders. 

[Sufi2]

I understand that the store cannot control how many devices EE receives from Apple, and I’m not blaming the store for the stock shortage.

However, I placed my pre-order on 12 September and was one of the first customers to do so. What I need to know is simply: when can I realistically expect to receive my iPhone for collection?

[Alex_H]

Hi @Sufi2,

Welcome to the EE Community

Based on the model ordered and the order date, I would have expected your order to be fulfilled by now. If you have not heard anything, I would recommend getting back in touch or heading in to store so our team can check your order.

Alex

[Sufi2]

Thanks for the advice. I actually went into the store as you suggested, but they told me that I’m currently in a queue and that it could take another 4–6 weeks.
What I don’t understand is, if the expected waiting time was 4–6 weeks, what was the point of placing a pre-order? I placed my order on 12 September, right when pre-orders opened, and I was the first customer in the store to order this model.
I understand that there may be supply issues and that EE can only send out the stock it receives from Apple, but I would really like to understand why customers who pre-ordered early are still being told to wait several weeks.

[Northerner]

Hi @Sufi2 

The answer is becase they don't have the handsets as explained and as you accept. Not sure what you expect if EE does not have the stock from Apple. 

Apple own website says an estimated date of October for orders via Apple which will be prioritised.

This happens every year with Apple.
Thanks 

[NickH161]

does seem EE didn't seem to get as many units this year as the pros have been easier to get than previous years. if you pre-ordered quickly with apple you would've got your phone