Pixel 3 White 128gb order

[coiny]

Hi there,

I ordered a Pixel 3 White 128gb upgrade on October 9th, immediately after the announcement and pre-order went live.  I've read about the delays and many people are reporting getting text or email updates with information about their orders and estimated delivery times.

Unforutnately I've heard nothing, zero contact since the order was placed.  I have no idea when my phone is scheduled for delivery and the order tracker just gives me an error saying "Sorry, we can't show your order details right now."

Can I get an update on the status of my order please?

[Chris_B]

@coiny  This is just a public forum and there is no account access from here so no here can you you any information about your order,  you’ll nerd to speak with customer services about this. 

[willallen97]

@coiny,

The same scenario occured to myself as well. I phoned the customer services about a week ago regarding this issue. My order made on the 10th of October had been cancelled due to what the advisor said was a 'technical glitch'. I would not have found this out until release date but I checked the order on the tracker as you did and I got the same message.

Throughout the past week I have phoned the customer services and have been down my local EE store. Firstly, on the phone the advisor would not accept my company perk discount and told me I had to refresh my line/account. This is when I went into my local store and discussed my EE Max-plan order with them. The store advisor told me shipment arrives this Tuesday & I will receive a text if they arrive. Since then, I have been in other carrier stores and they have the P3 non-xl in stock!! If my device is not in the store by Tuesday (can customer services see the stock in other stores?) I will be leaving EE (after probably 15+ years) and moving to vodafone as I need the phone by Friday as I'm leaving for backpacking Saturday to South America.

Delays I can accept; the non communication I can't.

[coiny]

Phoned them today, similar story.  Some technical glitch with my account and it's been passed on for fix/investigation and I'll get a call back on Friday.  Wonder if it's something to do with discount codes, since my order included a student code.

[Jon_K]

Good Morning @coiny and @willallen97.

Our customer service team will have access to your account to be able to do the investigation.

Please keep us updated with your progress.

Jon

[coiny]

Customer support got back to me today as scheduled, and the issue with my account was fixed.  They very kindly sorted my order out and replaced it with a new order including my student discount.

Apparently the white 128gb is going to be out of stock for a while, so they let me switch it for a black version which I should receive on Monday.  Not bothered since it's going in a case anyway.

Took a little longer than I would have liked but it's no big deal.  The representatives I dealt with on the phone were very friendly and professional and I'm very pleased with the customer support.