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!

[DebzRowley]

Hi

We are looking at upgrading our business phones so needed 2 x  S21 phones today but have been told that we will not get the promotion of the earbuds as the order date will be taken from the dispatch date which will fall outside the promotion period. 

Is this the case?

[Kirsty102]

I sent a screenshot of my order form and my dispatch note and used my actual order date of the 5th to claim mine and it wasn't questioned why my delivery note was dated the 17th if that helps

[DebzRowley]

Thanks Kirsty

Problem we have is we have not been given an order number etc as we have upgraded with EE over the phone and they informed us we now just have to wait and hopefully they turn up in time. So until the phones arrive we have no paperwork and once we get it the dispatch date will be shown.

[Musicalgoose]

As far as I  aware the promotion is open to all. So long as your order has been placed before the promotion end date it will be honoured. Of course, as with all promotions this will be subject to availability 

[Musicalgoose]

You will be fine. You will have 60 days to claim from the date the promotion ends 

[Kirsty102]

Did they send you a text whilst you were on the phone with a link to click to accept the terms of your order? If they did you can still click onto it and open that document and screenshot it - thats what I did, its in small text at the bottom I think but it definitely confirms your order date on there 

[jarkimond · Accepted solution]

Hi all,

Just a quick update on my own situation.

Recap: Ordered the S21 Grey 256GB on 03/09/21.

Today I received my new phone! Huzzah!!

Note: I had no correspondance from EE or DPD regarding dispatch or delivery - I had two texts from EE regarding changes in plan and allowance.  I only spotted delivery information by downloading the DPD app.

Anyway, I'm a happy bunny and I hope you all are too....or will be soon.

[OF95]

When did you receive the texts about the plan change?

[dadoc2001]

I'm in the same boat! Ordered 2 upgrades for my wife and I (grey and white) and today, unannounced, the grey turned up. My wife isn't happy - the white is hers! Have been told I've got to wait until hers shows up before I can use mine 😂

[CharCar]

Has anyone claimed their buds and smart tags? I've inputted the order number from my original ee text but it won't recognise it.