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!

[DG212016]

I have the same problem. Can't call them because I am deaf and can't talk on the phone. Just sitting hoping someone will have an answer for me somehow.

[DG212016]

Why is that not advised during the ordering process?

I've no idea what's happening with my order despite paying cash upfront for my upgrade.

[Dsjohnson]

I was in the same position.

Paid £50 upfront, was told I'd be informed via text and email when phone had arrived. 4 weeks later they tell me if arrived and got sent back. I was never informed.

The £50 is supposed to be getting refunded but still hasn't a week later. Also, I have to start the entire upgrade process again, but can no longer receive the cheaper deal originally offered, only a deal that is £6 per month more. They also expect me to pay the £50 upfront AGAIN.

Ridiculous situation.

[Leanne_T]

Hi @DG212016

Thanks for coming to the community. 

You can find details on deliveries in our Galaxy S21 series orders, article. 

@Dsjohnson, I am sorry to hear this. 

If you get in touch with our Mobile Care team, they will get the refund and plan looked into. 

Leanne,

[Artsmith]

I`ve got mine today! (S21 5G, 256 / Grey)

When ordered on the 10th in store I payed half (£25) of the upfront cost. Today I payed the rest.

I`ve sent a message to Samsung asking if they`re gonna extend their deal (free Buds & tag) as a lot of orders won`t be fulfilled before the 30th due to shortage. No reply yet 😞

[Leanne_T]

Hi @Artsmith

You would need to have purchased the eligible device before the 30th, you have 60 days from your purchase date to claim the offer.

Leanne.

[DG212016]

Yeah but people should be referred to this information before and/or during the ordering process, not days after the fact when they are having to chase up orders etc. Particularly if they are paying cash upfront. It's the lack of transparency that is truly irksome here. EE taking money based on misleading/lack of information is pretty naughty.

[Artsmith]

HI @Leanne_T 

Thank you for the info, I am aware of the current terms. Let`s say I asked Samsung because I care about everyone who is in `the same boat`.

I will be fine, I`ve got mine so I can claim. But there are a lot who`s still waiting. 

BTW this wouldn`t be the fist time Samsung extends a deal period.

[Leanne_T]

Hi @DG212016 

If you would like an update on your order, you can find our contact details on the get in touch page. 

Thanks, 🙂

Leanne.

[Katy2585]

No still nothing no updates nothing, I wouldn't mind the only reason I picked that colour was because the store told me that had the quickest delivery date.