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!

[BrendonH]

Its a product that is for sale of course they are going to advertise it. If EE doesn't then why are they in the business of selling phones?

Every network is advertising. Samsung is advertising. Adverts costs money to push out even on your own Facebook page and this would have been paid for in advance so why would they stoop the adverts they paid for? They would not get a refund for that.

Samsung aren't upfront with communication either. I've had issues with them for the last 3 phones I bought off them direct. They never communicate either. So if they aren't communicating to their customers direct I doubt they are upfront with the networks either.

EE can only tell you what they know. If they don't know then people demanding estimate dates is just hot air because EE can't give dates out not knowing.

[tone169]

And still i ask has anyone received an s21 this month from ee?

[Groovyson]

EE shouldn"t be giving out delivery dates then.

When I spoke with the sales team who did the upgrade for me I was told in no uncertain terms the phone would be delivered in 7 days. I'm sure they'll have this on the recording. 

EE should rather advise customers that they don't know and you're buying a phone knowing that the delivery date is unknown.

If EE tell me my phone will be delivered in 7 days, then by day 8 I simply ask hey any idea if this is still happening I don't consider that hot air. I'm not here to donate money to EE so they can pay for advertising for a phone they potentially can't deliver on. The current shortage should not be a surprise to them, its happening with our suppliers as well. 

I'd like to understand what happens to my mobile contract if I don't have the new phone and SIM by the time my contract runs out. If I just get cut off then I'd rather know and look at an alternative. 

[BrendonH]

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@Groovyson wrote:

EE shouldn"t be giving out delivery dates then.

When I spoke with the sales team who did the upgrade for me I was told in no uncertain terms the phone would be delivered in 7 days. I'm sure they'll have this on the recording.

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You answered your question there. They stated you wouldn't get your phone within 7 days. The wording on the website also states this. Usually doesn't mean Guarantee.

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@Groovyson wrote:

EE should rather advise customers that they don't know and you're buying a phone knowing that the delivery date is unknown.

They are not giving exact dates. Again stating Usually.

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@Groovyson wrote:

 I'm not here to donate money to EE so they can pay for advertising for a phone they potentially can't deliver on. The current shortage should not be a surprise to them, its happening with our suppliers as well. 

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Potentially can't deliver on? They can deliver on it and they will deliver the phone when they receive the phone to deliver it. No one is saying they can't deliver it. Samsung will not unexpectedly say that is it we are not making any more S21s. You will get the phone when the phone is delivered to EE. Well actually EE won't even touch it. It will be sent straight to you. (Unless you're picking up from a store)

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@Groovyson wrote:

I'd like to understand what happens to my mobile contract if I don't have the new phone and SIM by the time my contract runs out. If I just get cut off then I'd rather know and look at an alternative. 

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Nothing changes with your contract. It won't end. Contracts never just end. It will carry on as a rolling contract until the upgrade happens. And the upgrade doesn't happen until the phone is dispatched. You will not be cut off even for 1 second.

[Groovyson]

@BrendonH perhaps read my message again, I didn't do the upgrade online. I did it over the phone, they clearly said "It will" be delivered in 7 days. 

Again coming here and simply politely asking if there was any news seems to get met by so called community heroes with quite a but of hostility.

Again let me be clear upgrade was done over the phone not online, agent in fact DID provide a delivery date. 

[Musicalgoose]

You wouldn't just get cut off. But I would contact CS to see what happens to your monthly invoice as when the contract expires discounts automatically fall off.

In regards to delivery, it will be on record. I did mine on messenger and it states I would receive my handset within 7 days. 10 day later..... I am in no hurry for the handset as I have the note 20 ultra at the minute which is fine.  Hopefully fingers crossed it shouldn't be too long. The only mobile provider I can see that has this handset in stock for next day delivery is Sky mobile. Everyone else is anything from 14 days to 4 weeks delivery

[why_not]

@BrendonH 

I thought so as well, but there are confusions around this as well. Earlier above in a reply, I think @tarnus mentioned he spoke to Samsung and they said differently. Quoting the below from his post

"

To set your expectations, the 30 days countdown timer will only start when the device is delivered to your address and it's opened. The system of Samsung will detect when the device has been turned on for the first time. That's the time 30 days timer will countdown.

"

Also, if I consider your statement that it is the purchase date, then this purchase date is the date when EE dispatch the device, according to the confirmation email I got from EE which say "Remember, you won't be charged anything until your new device(s) are dispatched". So if I understand, until this has beed dispatched, it is still an order and not a purchase, which also makes some sense as my contract is due to end beginning of October, though I have upgraded end of August to get the S21 Ultra which I am still waiting, but yesterday I got a text from EE informing me my contract is ending and still give me the options available to me. So it is obvious that the current order is not finalised yet until dispatch and my current (old) contract is still valid.

Who to believe? 😕

[Musicalgoose]

Actually something does happen to the contract. Any discounts that were applied when the last handset was upgraded would automatically fall off the account as that 'deal' has expired. I would suggest contacting CS to ask.

[Musicalgoose]

I can do Black or silver? 🙂 It is up to 7 days for delivery

This is what I got in the text when I did it via messenger. Upto 7 days. I've received no further communication from EE to advise it would be any later.

Like I say, it's only a phone so I am prepared to wait. But it would be nice for EE to give updates 

[why_not]

@Musicalgoose 

Exactly! I don't mind the wait either. But if they could give correct information and expectations, this would not have caused so many furious and frustrated customers.

What I got from them on messenger on the 4th Sep when queriying for my 31st Aug order is that I should get the phone delivered within 7 days max, he was so confident and even said that if it arrives after that they will credit my account for the delays..and yet today 16th, I'm still waiting for the phone ...

Of course when I eventually get the phone I will chase for my promised 'credit', I have the chat log saved!