iPhone 15 & 15 Pro Preorder Tracking Thread

[Equil]

Hey Guys, 

Just wanted to create a separate thread from the Discussion thread to specifically discuss EE Preorder tracking. 

I think it's always helpful/reassuring to keep each other updated on the latest when it comes to this time of year, especially with EE's not-so-great track record on keeping customers informed about their preorders. 

[kavski]

Ordered 15 PM 256gb natural titanium on the 15th. All went through. Called Tuesday to ask if I can change delivery to local EE store. They had to cancel original order and order again. No text from DPD, but have just had this text from EE, shortly after contacting them within the app and checking if I'd receive it (they said first come first serve, maximum wait time 7-8 days):

"Hi from EE. We just want to let you know that everything is on track with your order for your iPhone 15 Pro Max, and it should be delivered in the timeframe you were given when you placed your order. We are working hard to get your iPhone 15 Pro Max to you as soon as possible, and there is no need to call us to get an update on its progress. We will be in touch with further updates before we despatch your phone". 

[NickH16]

Since the EE guy said would be getting my phone tomorrow still no email or DPD text 

[Jakecreates]

I ordered over a 15 Pro Max White on Friday at 1510. I was told I would receive on launch date. No message from DPD. I have called up and spoke to a few people, one of whom spoke to him manager, and the statement each time was if you ordered on Friday you will receive it on launch day. I said but how would you know this because if you only have 1000 iPhones to sell and you sell 2000 then you wouldn’t have enough stock and I was told the sales advisor would have been able to see the stock levels when you were told the delivery window. 

Will I receive I message from DPD? Probably not 😂

[Laudinator]

This is what annoys me. I was told I would have it tomorrow. 

[smithington1996]

This is the crux of my issue with the preorder situation as well. I think EE need to recognise this and adjust the contract dates of affected customers so we are able to preorder anytime upgrades next year waiving inevitable £300 early upgrade fee. It is categorically not our fault we were not able to complete our orders.

[mlml12345]

Yeah I agree. If they said X days then that’s different. CS lady said you’ll be one of the first to order so you’ll receive on 22nd

[Jakecreates]

It’s all about managing expectations and telling everyone you’ll get it on launch day when they won’t is more frustrating than being told you’ll receive within 28 days

[FakeDev123]

I agree pal - I don't want this to sound dumb but I think EE need to consider a ticket system when it comes too upgrades. 

Take any major premier league football club for example;

They make you earn loyalty points through buying home game tickets to give you priority over everybody else. I think EE need to seriously look at the anytime upgrade plans and almost flag them and give priority because your most dedicated customers would spent £100+ a month knowing they can upgrade after a short space of time however let's be real, the end goal of EE is to be profitable and unfortunately the powers that be don't care if they get £100 a month from you and I or £100 a month from Joe Bloggs. 

I totally hear your frustrations and I echo them also. You'd think being the best network 10 years in a row they'd learn from previous years and be prepared, again senior management that is, I still stick by advisors are limited to what they can do and it's damned if you try and damned if you don't with them at the minute, the pressure around answering calls, keeping your AHT [call handling times down] and keeping customers happy it's a hard balance. 

I would urge everybody who called today, if you get a feedback text to give the agent 10/10 but blast the pre-order shenanigans in the comments as that doesn't impact the agents KPIs. 

[Tevion]

That is complete non-sense and you know it. So far we’ve had various people who were told:

- Apple not launching iPhone Pro Max until October for anyone

- Guarantees that it’ll be with you launch day, even though it’s plain to see they had no ability to check

- Stating 28 days because they’re plainly just looking at the lead-time at that time for new orders on the site

- Stating 14 days because they’re “guessing” you “may” have ordered when the site was saying that Friday and Saturday 

Most are complete fabrications and a few are just guesses but conveyed to the customers as fact. 

If they don’t know, they shouldnt be handing information to customers that are in contradiction of that fact. Thats not a “training” issue. They’re only doing so to get you off the phone so they don’t have a bunch of angry customers bewildered. 

Also if you worked a retail ops you’d know, companies only end up fixing problems when it becomes more of an inconvenience not to. Especially when it comes to NPS.

Ultimately there needs to be investment into their held order system to ensure information is current and available to their agents and processes in place to ensure advisors are penalised for lying to customers. 

[RVP991]

Anyone not had the delay text 😐