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!

[Pantspantry]

I ordered the same phone on 16th Sept still have not received yet @robwood78 

[Stephi89]

I've got the 256gb model in white on order and nobody can give me any indication fo when I should recjeve it. Today is the 14 day mark that I was promised to recieve it. Honestly debating juat cancelling and going elsewhere 

[Habs2]

I also ordered the S21 256gb in white on the 22nd September. Could someone tell me roughly when I'm expected to receive it. The lack of communication from EE is ridiculous. There's no way you don't know when you will be receiving the stock so I don't know why you can't give a rough estimate for when I will receive it.

My old phone barely works now which is why I ordered a new one and need it desperately. I chose white because it had the shortest lead time which was one day originally and then changed to two weeks. Its now over two weeks and still nothing!!!

Please don't give me your standard bs response about using the order tracker as it doesn't give me any date. 

[Leanne_T]

Morning @Habs2

The devices are sent out on a first come, first served basis. So they're sent out in the order in which they were placed.

I'm sorry that you haven't received yours yet. DPD will be in touch with you when it's ready to deliver.

If you would like to discuss your order, please give us a call on 150. 

Leanne.

[Habs2]

Again, no useful information is being provided.

Can you not give rough date of dispatch?

Or if it is on a first come first serve basis like you said can you let us know what order date is being dispatched today as this will roughly let us know how long the wait will be 

[Pantspantry]

@Habs2 I ordered same phone 16th sep and not yet received mine do still a wait yet 

[Leanne_T]

Hi @Habs2

Sorry we don't have this information, stock is allocated on a first come first serve basis. We send out devices according to when we received the completed order.

Leanne. 

[Habs2]

@Pantspantry thanks, would you be able to let us know when you get a date? We have to figure this out ourselves I guess

[Pantspantry]

@Habs2 as soon as I get a confirmation of date I will let you know 

[Onespeed999]

Having just phoned 150 upgrade team, they said there is still no update as I expected (ordered s21 256gb grey 21st September), still on 14 day expected turnaround which has passed, but the pink and violet versions have just gone to a 28 day wait... doesn't bode well for the other models. They did say they are still getting stock trickled through, but obviously not fast enough.