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!

[Katy2585]

I understand but that's not really helpful or accurate you can tell someone a timescale and then double it possibly triple because I still have no idea when it is coming. Also if it is first come first served how have people on here got their phone when they ordered after me. If I don't receive some sort of update today I'll be going to the store tomorrow to cancel and I have multiple lines with my children on my account and change networks. I understand there is a delay in stock but the fact that you aren't providing any updates and lack of customer service is what's making me angrier. What other company tells customers just wait and see we'll let you know when we can but it could be hours, days or weeks.

[MarkP61]

There is a problem not only with mobile phones but across anything that contains microchips ie cars etc.

There is a shortage of supply that compounded with a shortage of HGV drivers we could  be in for a long wait

[AmyF3]

I understand the shortage.. but shouldn't this be made aware to potential customers to prevent the frustration its caused? If people are aware of the backlog then it would make this whole issue easier. 

For example.. my email states 24 hours. Its 7 days (8 being tomorrow) and I've had no communication to say there's a backlog, I found this out. Had I known this, I probably wouldn't have ordered yet and I for sure wouldn't have sold my phone (thinking the new one would be here in 24 hours as the email states).

A rough timescale e.g. 1-2 weeks would be helpful for customers such as myself. 

[Jemmaelizabeth]

I ordered mine on 23rd thinking it would be 24 hours like stated.

Would it be possible for me to cancel the order and then go in store and just order it that way? Or are the stores low on stock too? 

If cancelling is an option is there a set amount of days from ordering that I have to do it in.

[MarkP61]

The shops are just as low in stock. I placed an order in a shop and paid for a higher spec phone just to get it quicker. It never turned up and I ended up going into the shop and canceling my order


Sent from my Galaxy

[traceofpurple]

I'm up to a 3 week wait now when I was led to believe it would be a week. I ordered in store. I just wish we had known there would be a longer wait. It's the lack of communication that's the most annoying. 

[AmyF3]

@traceofpurple wow I'm shocked to hear you've been waiting 3 weeks 😱. The fact they haven't told anyone prior to ordering or letting the people who have already ordered wait this amount of time isn't good service. 

I've been with EE years and I've never experienced service like this. I understand the lack of stock, but lack of communication is just as bad and not helpful at all. 

[tarnus]

Has anyone managed to claim their earbuds and smart tag? I don't have the option to do so in my Samsung Members app, and worringly when you try to do it via the website, EE are not listed as a participating company in the offer

edit: nevermind, for some reason EE have now popped up in the list of companies!

[why_not]

Yes, I've done my claim via https://2021.samsungpromotions.claims/S21gift with no issues!

[Leanne_T]

Hi @tarnus

Thanks for coming here. 

Have you now submitted your claim? 

Thanks 🙂

Leanne.