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]

It has to be the order number that is on the delivery note that is in with the handset. This can be found in the top centre of the note 

[NikNakxo]

Ordered 11 Days ago, told 7 days by the retention team, now saying absolutely no clue when it will be and giving me excuses why I can't leave ee ?!  No I think you'll find I can happily give my months notice considering my contract ends next month !! Over 8 years with ee and I am so disappointed by the lies, should never have been promised 7 days in the first place ( it will probably be before... 11 Days later ) what terrible retention skills to lie to customers ! 

[Christopher_G]

Hi @NikNakxo

Welcome to the community, I'm sorry to hear that you're not happy with the way your order has been processed. I'll do my best to help you.

Why did they say you can't leave?

Which model, colour and memory size did you choose?

Chris

[NikNakxo]

@Christopher_G because I would need a pak code and apparently if I want to leave ee I cant keep my number, I don't really care about keeping my number or not. I felt like it was just excuses and then saying you will want to keep your number cause your on mat leave and stuff and I'm like a new number text is much less hassle than what I'm currently dealing with ! 

256, in the pink colour and it's the s21. It said 7 days when I ordered it and the online chat people said no 28 days, so I phoned up to see if the website was true or the live chat and the retention team said 7 days and that the live chat team were just trying to upsell me to a dearer phone, so I agreed the 7 days and went ahead with the order and then on Monday I was told it was in the warehouse (4 days after ordering) then on the Wednesday (6 days) I was told it was not in the warehouse and it would be 21 days minimum before it comes ? So I spoke with a manager cause I was annoyed, they gave me £30 credit on this months bill for the lies but said delivery should be this week but we are now 11 Days after ordering and no where closer to a solution and reading the other posts now I don't think I am going to have a new phone before the end of the month, I'm due my baby in less than 5 weeks and wanted it all sorted. Where as now I think I would just be better leaving EE and going elsewhere which is disappointing after 8 plus years. 

[Christopher_G]

OK thanks for giving me the phone details, @NikNakxo.

I've checked our stock information and we can't confirm exactly when it would arrive. We're currently awaiting more stock from the manufacturer. Once we receive them, we'll send them out in the order in which they were ordered.

You should be able to change to a different colour or memory size, in order to get it sooner, if that's something you're interested in. You should also be able to cancel the order and request a PAC/STAC code, if that's what you decided to do.

I've sent you a private message to get some more information from you.

Chris

[Justinex2]

I'm now on day 16 after being told 7 days maximum. Being told it will be shipped out when they get stock in warehouse so basically could be this time next Month for all I know. If Ee would just explain when ordering there is a long wait I'm sure people would be happy to wait. Its the lies being told and the fact you've paid 50 upfront for a new phone and contract and being fobbed off each time you contact them...surely they should be at least offering customers compensation for the trouble and time they're wasting?

Violet s21 128gb is the 1 I ordered. 

[Burtonsa1986]

Hi, I ordered a Samsung Galaxy S21 128gb white on 16/09/21 and was advised it was in stock so will be delivered within 7 days, I have had my email confirming my order but the tracking is still only showing as Ord confirmed. Can you please advise?

[alison73]

have you heard anything as yet i also think its wrong to have to pay for a upgrade phone

[Burtonsa1986]

Hi Alison, nothing back from ee community and it was made resolved which makes it worse. I went to live chat and spoke with a team member who checked and realised my order was stuck or had glitched which meant it wasn't processing my new device to be sent. Luckily this has been resolved now and my device should be on its way to me and delivered tomorrow. So I would suggest going to the live chat option and just using technical help to get through to someone as if you choose new orders they state they can't help. I hope this helps, good luck with your problem.

[tarnus]

I'm starting to get really annoyed about this now. The email updates from EE are just starting to p*** me off no end:

7th Sept - Order confirmed

14th Sept - Order is on track

21st Sept - Order is coming soon

I mean, what on earth are these supposed to mean? To me, it's just fancy ways of saying "we don't have your phone in stock and we don't know when it will arrive"