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!

[BungeeUk]

@James_B yes, I know that, but that response doesn't help.  I've phoned 150 twice now and they have no idea about shipment dates either 🤔

[James_B]

Hi @BungeeUk,

Sorry, I'm not able to give you an estimated dispatch date. You'll be the first to know when it's on the way.

If you'd prefer to switch to a phone that is available for immediate dispatch, please get in touch on 150.

Thanks

James

[andycol_500]

they phoned me yesterday saying they no longer doing the 256gig and do i want a 128 for a cheaper price, and then it arrived today

[Onespeed999]

I took delivery of my 256gb grey yesterday, ordered 21st September. Even the day before yesterday EE said they didn't have any idea when they'd get more to send out, so I don't think anyone really knows, which isn't great

[robwood78]

Hi everyone.  I ordered my Samsung s21 256gb in white on the 22nd Sept and still not received it. I know EE seem unable to give an idea of when it might turn up so wondered if others could advise if they have been waiting longer or how long theirs took. Thanks.

[Onespeed999]

@robwood78 hi, I ordered my 256gb in black 21st September, arrived 12th Oct. I know the different colours are having different delivery times, but definitely give 150 a ring just to make sure the order is still on track, not that they'll have a date for you 

[Habs2]

@robwood78 I ordered the exact same phone on the same date and still waiting.

[Habs2]

This is ridiculous now!!!

Someone in EE must know when the estimated lead time is on this phone. I don't know why no one from customer service can't go and ask them.

It's been 5 weeks since I ordered my phone and I was originally told it would be delivered the next day. No one has contacted me to give me any update or to apologise

The worst customer service I have ever received 

[robwood78]

Absolutely agree. I'm in the same position  stick with a phone that increasingly doesn't work. I just want a reliable estimate so I can decide what to do. A major factor in ordering was the galaxy buds offer which its starting to get close to the deadline to order. Presumably if I changed my order to a model in stock it would count as a new order and I'd loose the offer.

[Habs2]

I'm in the same position. The only reason I ordered this phone is because my current phone doesn't work properly anymore and the S21 was in stock. The WiFi doesn't work so I have to use mobile data and my allowance has now all been used up for the month rendering my phone almost useless now.

There's also something wrong with the camera so all pictures and videos are really bad quality. I've checked all the settings and they are still all set on the max quality. This is a major issue for me as I have a one year old and not capturing anything that he is doing which for any parent is a big deal.

All I want is a rough estimate so I can make a decision. If its a week ill wait it out, if its a few months I'll cancel and get something else