Huawei mate 20 pro pre order

[Hannahcc92]

Hi, 

Me and partner both preordered our huawei mate 20 pro on the 20th october which was all straight forward and no problems at this point. I checked my ee tracker on thursday 25th october to say that it had been dispatched and my new ee plan had started. I also had a text message to say that my phone would be available to collect on friday once the store opens. I stayed up of my night shift and went into the store when it opened at 10am which they told me that the phone was not there and that they dont get deliveries off dpd until lunch time and that i was to come back later in the afternoon. They asured myself it would be there. When i went back at 3pm, it had not arrived with their delivery. Rang ee myself who told me its got nothing to do with them as its ee retail and that i have to demand to speak to a manager. The ee store guy couldnt tell me why i hadnt received the phone and he then called his area manager who told me that my order had been delayed due to a delivery issue. The area manager finally gave me a tracking number. I spent 20minutes in store trying to ring dpd with no answer. 20 minutes at home again with no answer which i then gave up. Before i left store the area manager assured me that it would be delivered in store on saturday 27th october. When i checked dpd tracker online it said that they depatched it from hinckley depot but it got sent to dartford depot in opposite direction. I finally rang on dpd on saturday morning at 8am and got an answer. The lady i spoke to said there was a problem with the van and it got diverted to dartford. She then assured me that it would be delivered monday as they missed the opportunity to put it on another van on friday evening for it to be delivered saturday. She also told me that ee didnt supply dpd with any contact details for myself to receive updates. The ee guy from the store rang me to say that it hadnt come in with the deliveries and it would be monday which confirmed what dpd had told me. I checked the tracker last night which showed that the parcel had been depatched from hinckley depot to billingham depot but there has been no more updates. I then rang dpd again and before speaking to someone the automated service told me that it would be delivered today which has baffled me. I spoke to the woman at dpd who was rude and tried to cut the conversation short. Which she told me it would be tomorrow i would get it still which i knew anyways but i just wanted an update. I feel like i have had rubbish communication and both me and my partner are fed up. We have been messed about. What is worse that we both can walk into a ee shop today and get the phone there and then but we preordered so we could receive the free accessories and not have any hassle.

From one very frustrated customer.  

[Leanne_T]

Let me know how you get on @Connorpoulson

[Connorpoulson]

Got the text! Get to pick it up tomorrow from my local DPD centre. Now hopefully claiming my pre order bundle will be simple and work due to an employee cancelling my initial pre order without my permission when I asked if I could pick it up in store. (LONG story 😂). Thankyou Leanne and the rest of the community team.

[CHTHEO]

Genuinely happy for you.

I checked mine this morning, and it still sat at "Order Confirmed" which is had since my shipping date was pushed back. Randomly at around 11:30 this morning I had a load of texts from EE saying this and that had been added to my plan etc. 

I check the web site and i have been put on the Max plan, but there is absolutely no mention of my new phone, everything mentions my old phone. After calling customer services, i was told that mine was "Lost in transit" even though it was apparently delivered (and picked up?) from the store today I asked it to get delivered to. I now have to wait upto 72 hours while they work out what has happened to my order before i will, most likely, need to have my order cancelled and then reorder - I wonder how that will affect my pre-order claim!

Upon reflection - shouldn't have pre-ordered. Should have probably saved my time and effort and gone to a company that is actually capable of selling a phone without this kind of hassle. 

To their credit though - they did refund my early upgrade fee. 

[Katie_B]

Good Morning @CHTHEO. 

I am sorry to hear this has happened. 

Did the team advise they will contact you once this has been looked into?

Keep me posted on what happens next, fingers crossed the device is with you soon 🙂

Katie

[CHTHEO]

Hi @Katie_B

Yes, I have been told a member of the support team will be in touch within 72 hours, which further delays, and to be honest completely invalidates my early upgrade and pre-order. 

Can a replacement not be provided and then, should my phone actually show up, this can be used as stock, or distributed elsewhere?

All in all it has been a pretty poor service so far, and now to be told that I'm going to have to wait even longer, and I am most likely going to have to cancel the upgrade and re-order it is a joke. 

Can you also confirm, If I do have to cancel my upgrade and reorder - how will this affect my pre-order bundle? I believe for pre-ordering the mate 20 pro I should be able to claim a free smart watch and wireless charger. So, if I have to reorder because of factors outside of my control, will I still be eligable?

To be fair, the people in customer services have been nice and helpful, but so far, still no phone. 

[Katie_B]

Thanks for confirming this @CHTHEO. 

The team will be able to run you through the process for getting a replacement sent when they contact you. 

You will still be eligible to claim for your free smart watch and wireless charger. 

You will need to use the IMEI number of the phone you receive to process your claim. 

Hope this helps,

Katie 🙂