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!

[fluffycabbage]

An update from me - ordered S21 phantom violet 128gb on 8th Sept, and got a text today saying it will be delivered on Monday 20th. 

Hopefully everyone starts receiving their orders soon!

[IanS82]

I got told that. I had a nightmare when contacting them. At 1st i had an
email saying it would be delivered on the 6th. When i didn't arrive i
contacted them on the 7th, they told me a 7 day wait. I asked what kind of
difference in price the s21 plus was. To check the price the girl had to
cancel my original order. The price of the plus i wasn't willing to pay. So
when i asked about reinstating my order i was told she could but I wouldn't
ve getting the discounts i had previously been given and it added £10 per
month to the bill and an upfront cost. When challenged about it she simply
said "well you'll have to speak to someone else about it then"

[fluffycabbage]

Just arrived, a day early! 

[Harrym2]

Update on my behalf. 

Received texts from EE yesterday and my device arrived today. Looks like the S21s are being shifted out now. 

Good luck everyone and hopefully your device arrives soon.

[Justinex2]

I'm happy people are receiving their s21 but it really infuriates me when you see someone who ordered the exact same phone 3 days after you and have received it while I'm still waiting of a despatch notification. I thought they went in order? 

[Katie_B]

Hello @Justinex2. 

Welcome to the community. 

I am sorry to hear you are still waiting for your new phone. 

Once your order progresses and is ready for delivery our courier will be in touch. 

If you wish to check on your order please give our customer care team a call on 150. 

Katie 🙂

[Justinex2]

Thanks Katie but that doesn't really answer my question. I just don't understand how someone can order something a few days later and receive theirs when I'm still waiting.

No communication from EE at all. 

[Katie_B]

Hi @Justinex3. 

We have no account access here on the community, please contact our customer care team who can chase your order. 

Katie 🙂

[Musicalgoose]

The promotion from Samsung will be honoured. My s21 ultra arrived after 9 days. Looks like a vast majority of stock issues are for the S21 not the ultra. 

As mentioned your promotional gifts from Samsung should be fine. 

[why_not]

@Musicalgoose 

Regarding the promotion, I can confirm the same. I ordered the S21 Ultra on 31 Aug, got delivered on 17th. On 18th followed process and submit a claim for the promotion and got email and text from Samsung almost straight away that it has been approved and I should receive the gifts within the next 45 days. So it appears that it is indeed the dispatch date which is the purchase date, not the order date, as I thought. 

Looks like many people have been given the ETA 17-21 Sep, it could be EE has received a stock supply few days ago and working on dispatching these asap. I hope everybody get their phone soon.

Again, fingers crossed and good luck to those still waiting!