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!

[IanS82]

Thats absolutely brilliant news.
You're the hero we never knew we needed 😂

Thanks for that

[why_not]

@tarnus 

Thanks for this info, really helpful.

But the question remains, will we get the phone delivered within the promotional period? As from what we can see, a lot of us may get the phone delivered outside this date range, especially those who order this week or even last week. I hope Samsung understands there are delays and extend this promotional period.

Per Samsung website:

Promoter: Samsung Electronics (UK) Limited. UK, Isle of Man, Channel Islands or Republic of Ireland residents (18+ only) and registered companies.  Samsung Galaxy S21 5G, S21+ 5G, or S21 Ultra 5G must be purchased between 1/09/2021 – 30/09/2021 from participating retailers. Claims must be made via the Members app pre-installed on the device (individuals) or at www.samsungpromotions.claims/S21gift (company)  between 0 -60 days of purchase.

[Kirsty102]

Has anyone had any luck calling to get an eta? 

[DerekHyams]

Hello could you check the status of order xxxxxxxxxx? This is the Samsung S21 5G 128GB Grey. The item is on back order. But I'm in desperate need of a new phone as my phone is on its last legs. I need this for business, and without a point if contact leaves me in a vulnerable position. I wasn't made aware that this was on back order, so it would have been beneficial if I was informed this beforehand?

Surely you must have an ETA on when new stock will arrive?

[mod edit: please do not post personal information on the public board. Thanks!]

[tarnus]

So long as you've purchased the device before the end of September you are fine. That's why they ask for the order number - it lets them validate that you bought it within the promotional period, regardless of when you make your claim (but still within the 30 day limit)

[Christopher_G]

Hi @DerekHyams

The current guidance for that model is to expect dispatch within 14 days.

If you would like to discuss your individual order or change to a different model, I'd recommend speaking to our Mobile Care team.

Chris

[DerekHyams]

thanks @Christopher_G 

[Groovyson]

Placed an upgrade order 8 days ago, was advised delivery would be within 7 days, got a message yesterday to say it's still on track which isn't very helpful. Any chance I could get clear guidance on when you expect stock to come in? 

[Musicalgoose]

Depends on the variant you have ordered. 128 or 256gb and colour.

My estimated time for 128gv in black was within 7 days but website is now saying within 14 days 

[Groovyson]

Samsung S21 5G 128GB Grey