Please read if you have ordered a Samsung Galaxy device (New OR Upgrade)

[jarkimond]

Firstly, I want to stress that I am in the same boat as you.

On 03/09/21 I ordered a Galaxy S21 Phantom Grey 256GB.

At the time of ordering, it was showing as "Usually Dispatched within 1 day".  Within 15 minutes of ordering, this had changed to "7 days".

I received two emails; one confirming my phone order (which contains my order number) with an estimated delivery date of 06/09/21, and another confirming the change to my contract.

Using my order number to track my order @ https://myaccount.ee.co.uk/orderdetails shows me the following message -

"Sorry, we can't show your order details right now. 

Don't worry, we'll keep you updated on the progress of your order by text or email. Keep an eye out for these updates from EE or from our courier DPD."

When I've spoken to EE Customer Services online and on the phone, they have assured me that they will be in touch when it has dispatched, but are unable to give a time-frame of when this will be other than "hopefully in the quoted time-frame".

This is probably all sounding very familiar to you.

So, why am I writing this post?  Because there have been numerous posts made about the exact same thing over the past week!  This isn't necessary - EE CS representatives are giving you all the information they have! They are mushrooms - kept in the dark and fed on....you know the rest.

Quite simply, there is a stock shortage. We can speculate on the causes of this shortage (import issues, manufacturing delays, EE hates you, Samsung hates you - whatever), but it doesn't change the reality of the situation.

I know you're tired, frustrated and want your new phone, but hang tight - all things come to those who wait.  If you don't want to wait, then cancel your order and try to get a device else where.

I've also seen posts along the lines of "I ordered my device 2 days ago and it said it had a 7 day wait, where is my device?!" - if this is you, you have answered your own question.

I hope all your devices arrive within the quoted time frame - sooner rather than later - but we're all in this together and bogging down customer support with identical queries will only detract from people with actual urgent issues getting support.

Also, Happy Friday!

[Musicalgoose]

That is now showing as despatched within 14 days. I would suggest if you haven't heard anything by Monday then give them a shout on messenger. Keep us updated on your progress 

[Baileyney]

I ordered S21, Grey, 256gb yesturday 15th September and my estimated delivery date is the 25th October   😞

That's over 5 weeks wait.

[Chris_B]

@Baileyney   Due to Samsung have parts issues they can not supply devices quick enough.  This parts shortage started around March for lower end devices it’s now impacting the high end devices.  

[Kirsty102]

Wow that's a wait! Where did you find the estimated date? 

[Baileyney]

1. On the first confirmation email they sent me, half way down in yellow writing along with my first bill date of 2nd November 

[IanS82]

What makes me laugh about it is, on Facebook they're advertising these
amazing deals on the s21 and 21 plus etc. "get your sparkly new phone now"

If they were that short on supply wouldn't you think they'd stop pushing
the advertising so hard? Everyone on that comment thread had bad things to
say about this situation

[BrendonH]

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@why_not wrote:

@tarnus 

Thanks for this info, really helpful.

But the question remains, will we get the phone delivered within the promotional period? As from what we can see, a lot of us may get the phone delivered outside this date range, especially those who order this week or even last week. I hope Samsung understands there are delays and extend this promotional period.

Per Samsung website:

Promoter: Samsung Electronics (UK) Limited. UK, Isle of Man, Channel Islands or Republic of Ireland residents (18+ only) and registered companies.  Samsung Galaxy S21 5G, S21+ 5G, or S21 Ultra 5G must be purchased between 1/09/2021 – 30/09/2021 from participating retailers. Claims must be made via the Members app pre-installed on the device (individuals) or at www.samsungpromotions.claims/S21gift (company)  between 0 -60 days of purchase.

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@why_not You have to purchase the phone within this date. It not when its delivered.

Your order email will show you ordered/purchased the phone within the agreed dates. This will be sufficient for Samsung to approve your claim.

[tone169]

hi i ordered mine 08/09/21 Samsung s21 grey was told 7 days yet still nothing not even an estimated date on the email ( awaiting conformation) has anyone actually received a Samsung s21 this month ? 

[BrendonH]

Can I just add here....

The wording Usually dispatched within 7 days doesn't mean you'll get it within 7 days it means usually you would its an estimate and not a guarantee.

There is a a global pandemic going on and yes the worst of that pandemic is over but this has caused major backlogs of everything.

Also dare I say it. Brexit is also causing this.

There are shortages in components for Samsung to manufacturer the phones.

There are delays whether you buy it from EE/Samsung/Other networks.

[tone169]

I dont think anyone is disputing the situation. The lack of communication is the real issue. Pushing through with advertising with no stock. Plus taking peoples money for an upfront cost and getting no phone untill god knows when.