Google Pixel 3 XL shipping

[Jakeives]

Hi All,

I recently upgraded to a Google Pixel 3 XL (64gb - black) and was told by three different members of staff that the new phone would arrive with me on November 1st, but today I was told by a different EE Rep that I should expect to receive my new phone in 14 days..

Is this because the UK release is delayed or something? Or am I just being told false information and being messed about? 

Many thanks 

[Jakeives]

I'm really not happy..

So this was 2 weeks back -

Initially my upgrade included 60gb of data ,  but on checking online I discovered that I could have got 100gb for the same price so naturally I phoned EE to ask what was going on and why I hadn't been given the deal that was advertised online. 

In order to modify my plan to reflect the new deal , EE had to cancel my order and re-process it (this involved me paying the upfront phone charge and delivery fee again!) , I was told that canceling wouldn't impact getting the phone on the day of release (aka today) 

Last night at 9pm, I expected to receive a text message confirming that my new phone would be with me today, instead I got a text at 8:30pm stating that there was a manufacturer delay and that I wouldn't be getting my phone for another 9 days.

Really unhappy with the way this has been handled and I expected better of EE. Just thought I'd voice this on here as when I phoned you guys today to explain my fustriation , the chap on the phone simply said "I'm sorry but there is nothing I can do"

[Christopher_G]

Thanks for ordering with us, @Jakeives.

I’m sorry that we were unable to let you know about the revised delivery date earlier than we did.

We contacted all affected customers, who pre-ordered a Pixel 3 but would not receive it on launch day, as soon as we could once we learned of the manufacturer delay yesterday.

With regard to the price plan, I can only recommend discussing this with the customer service team, who have access to your account.

Chris

[chrisdickinson8]

Hi Chris,

I'd just like to make a point of highlighting that EE did not contact all affected customers. I preordered the Pixel 3 XL in Black on the 10th October, and was told by the adviser that I was the first person to place a pre-order in that store (on Commercial Street in Leeds). Given the first-come-first-served policy and assurance by the adviser that I should expect the handet on release day, I (wrongly) presumed I'd recieve my handset on the 1st November. 

So far, I have recieved no communication - via email or text - from EE whatsoever, and had to go out of my way to contact the store directly and request an update on my order. When the assistant manager returned my call with an update on the situation, I was advised that the three week delay in distribution was down to a manufacturers issue, as you have alluded to in this response to the community.

Now, following a quick and relatively simple Google search, I can confirm - along with a number of other members of the community - that O2, Three, and Carphone Warehouse (to name a few) have available stock of multiple variants of the Pixel 3, offering next working day delivery, or click-and-collect in store. This would lead me to believe that it's not a Google issue, and is more an EE issue. 

Please be assured that none of our ire is directed at yourself, rather at the handling of this whole release process by EE. I don't think anyone here is asking for miracles, but a little more transparancy on the state of our orders - as loyal EE customers - would be much appreciated. We are, as you may have surmised, not best pleased.

Many thanks,

Chris.

[Redleigh9]

I originally ordered my pixel 3 XL 128g in black on the 10th October and received an order confirmation email. I then spoke to customer services a week later to check something on my new contract and was told that my order had been cancelled due to the card I had used for my order not being the same card used for the direct debit (my card had expired and I received a new one from the bank). I had not been told about this cancellation and if I had not contacted we I would have been waiting for a phone that wasn't coming.

I then reordered my phone on the 17th October and was assured that my phone wouldn't be delayed and I would get it on launch day. 

I like everyone else received notification that my phone was being despatched and then it was being delayed .

I have also been experiencing issues with the network and have been told there is an outage in my area.

To hear other carriers have phones in stock is VERY disappointing.

Ee keep promoting the fact they are the best carrier for the last 5 years but it doesn't appear they are showing this to their customers.

[Redleigh9]

It also appears sky have them in stock and are offering next day delivery

[ray_ingles]

EE have said that phones are being delivered on a first come first served basis which is fair. Surely they could inform customers via these pages the pre order date they are delivering so far. This would provide some transparency to annoyed users and give some idea of the wait they face. A bit of light at the end of the tunnel is better than being kept completely in the dark. Come on EE keep your customers informed and show some respect and concern.

[Jakeives]

Ok this is getting ridiculous now.. I've just phoned the upgrades department and have now been told that i'm looking at 28 days until I receive my new handset 

I'm completely in the dark here and I cannot get a consistent answer from you guys.. 

I'm getting fed up to be honest. 

[Jakeives]

Hi All,

I've just come off of the phone with EE, apparently my Pixel 3 XL is going to be with me (worst case scanario) by the the 14th..

Fed up isn't the word, I've wasted so much time trying to find answers and I just want confirmation that I am definitely going to get this new phone.

Kind Regards,

Jake Ives

[Hip_Hop_Rob]

READ ALL ABOUT IT

Excellent real news!!!  Just had further confirmation again that currently EE have no stocks of Pixel 3 or Pixel 3 xl and in fact have not had any Pixel stock in stores/warehouses/depots ever!!!

Further confirmation was reaffirmed again that no pixel 3(xl)handset(s) have ever been despatched to users since lauch day. (That clears the "first come, first served" standard response to keep the masses happy.)

Thirdly all standard text messages being received (My latest one @ 11:00 this morning stating  "your order is coming soon"   or "Order confirmed"   "Expected delivery date:  08 Nov2018-09 Nov 2018 "  are meaningless as there is no indication from the supplier to EE of when stock of pixels will ever be delivered. so it is a random generated text that the advisor could not relate to as to why it was being sent with no stock levels in the  EE business showing on their screens as being available.....

The only certainty that is available currently is that " up to 28 days"  is the standard mantra that all enquiries regarding delivery are to be met with, as there are no current stock levels,,,,,,,,,,,,,,  So is my black Pixel 3 xl 128 gb pre launch ordered 12/10/18 for launch day than delayed and given 8 or 9 Nov, expected in reality????............Nope as there is no stock in the company, anywhere.....

So this is the real news not fake news being peddled by some EE customer advisors on these threads, or meaningless text messages to keep "upgraders" in the dark and to deter from jumping carrier.  Standrd responses from EE advisors on these threads that do know  better but peddle fake news  to calm the sheep down why they wait for their management to figure how to stop a bad egg from smelling ever worse, is unforgiveable and should stop.   

All the above is  fact derived directly from EE today 7/11/18

[PF10]

I have had a text from DPD saying my Pixel 3 64GB clearly white is set to be delivered tomorrow. Is this just an automated text or is it actually going to happen in reality? Doesn't fit with your story @Hip_Hop_Rob