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 

[marcaevans]

I'm in the same position, my tracker changed to dispatch within 24hrs last night and remains that way with the date still saying today/tomorrow. I'm being cautious though, somehow I'm still fully expecting a delay notification to come through. I'm aware of carphone warehouse having the phones with a pretty decent upgrade deal which I will take advantage of early next week if I haven't had my phone by then.

[technoKyle]

When I check my tracking link it just says "Sorry, you can't track this order type just yet. At this time, we can only provide tracking for orders with a pay monthly device." Which is what mine is...

I went to the online chat and they just kept saying it's because the order hasn't dispatched. I did try to explain this is the order tracker and not the delivery tracker but we just went around in circles for half an hour. Incredibly frustrating.

[Christopher_G]

Hi @technoKyle

Welcome to the community.

Which reference number are you using?

Is it an XKN reference or an order tracker number (beginning 00)?

Chris

[technoKyle]

@Christopher_G I was told on the chat it's my order number. It only had one zero at the start. If I try with two zeroes it says invalid order number. The one I was given logs me in but says that my order can't be tracked as I previously mentioned. 

[Jon_K]

Thanks @technoKyle.

Does your order have multiple items? Sometimes orders with multiple items can't be tracked.

Have you tried contacting our customer service team on the phone?

Jon

[technoKyle]

@Jon_K It doesn't have multiple items, it's just the phone. I have just called them, as it turns out the order number I was given on the chat was wrong, but the correct one still doesn't work. They don't know why. They told me at first it's because it hasn't been dispatched. When I told them my partner's hasn't either but she can still log in to her order tracking and see an estimated date of 19th-24th they said it might be because hers is a different colour, which still doesn't explain why mine doesn't work.

The bottom line is I got a text from EE sayng they're working with Google to find out the due date and when they get one it'll be updated on my order tracker. Which doesn't work and they don't know why. So EE's answer at the moment is basically "dunno lol".

[Jon_K]

Thanks for coming back to me @technoKyle.

We're updating our delivery tracker currently, so please keep an eye on this and your updated order status will be showing there soon.

Jon

[technoKyle]

Thank you for getting back to me about that so fast and yes, I'll try again later.

This kind of sums up the EE cutomer service for me so far: I was on the phone to two or three different people over a space of about 45 minutes being told they don't know why it doesn't work and not really having anything to offer in the way of a solution - after having to explain more than once that it isn't to do with the order not being dispatched. Yet you can just tell me straight way that the order tracker is being updated. Why couldnt I have just been told that earlier? Anyway, hopefully it works soon.

[Jon_K]

No problem @technoKyle.

I'm sorry you haven't been told this sooner.

Hopefully it will be back up and running very soon for you.

Jon

[technoKyle]

So I've just had a call from customer services now saying they've looked into it further and it's a single user error, and that the only way they can rectify it is by cancelling my order and processing it again, but that would put me to the back of the queue. So there's basicaly nothing that can be done.