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!

[Molfinoo]

@ZacW 

Not a fact, just a rough estimate based on what other companies and other people from other providers are getting estimations for. EE isn’t direct and telling us but other places are emailing there customers with estimations from 14th-29th October. So can’t imagine EE will be that much quicker unfortunately, especially since the first batch will be going to those who still haven’t got theirs from pre-order phase. If you’ve ordered in the last week or so then October is a lot more likely than September. 

[ZacW]

@Molfinoo Ahh I see what you mean, I ordered mine the 3rd of September, if I have to wait until mid to late October then that’s okay, I would just prefer it this month though 😂!!

Hopefully when they get the phones in they’ll be able to do the pre and back orders, if not all then most of them ☺️

[tarnus]

I ordered a 256bg S21 a week ago and was fully prepared for the delays, but what concerns me is that going on the page now, it's gone from a 1 day estimate, to 7 days and then checking today is now says

"Order now. We’ll deliver to you as soon as we receive stock."

Is that better or worse?!

[jarkimond]

To anyone wondering,

Today (13/09/21) marks 9 full days since my original order (03/09/21), and I am yet to receive any notice of dispatch

[jarkimond]

Sounds worse to me, however if your order has already been placed this may or may not have any bearing on your order delay - I would hope that the advertised delay is only for new orders, rather than existing ones.

[Kirsty102]

Mine was due to arrive today (it stated delivery within 7 days when I ordered on the 5th) and I've just had an email to say my order is still on track and I will get delivery when they obtain stock from the manufacturer... 

My question is

1) it's not really on track because it's not been delivered within the 7 days I was told so what does that mean?

2) is there a rough eta to stop me having to check/make sure I'm going to be available for delivery? (256g Black ultra)

3) I've bought with the 0ffer of the free Samsung ear buds - if the phone arrives after the end of Sept can I still claim these if my order was placed on the 5th? 

I dont mind waiting at all, it's just frustrating not knowing a rough estimation for logistics purposes (and I dont want to miss out on the offer of the free buds) 

Thanks 🙂

[Christopher_B]

Hi @Kirsty102

I've looked into this and at the moment that variation is on a 21 day delivery timescale, but that's if you order from today.

As you were told 7 days then we will aim to have it to you in that time, but things can sometime happen that cause a delay and I'm sorry this seems to be the case for you. 

Don't worry you will still be able to claim the ear buds when your phone arrives.

Thanks 

Chris 

[Musicalgoose]

I ordered mine on the 9th and the text message I got from the advisor said 'up to 7 days' for delivery of the s21 ultra 128gb Phantom Black. 

Let's hope she is correct 🙏 

[IanS82]

I had the exact same as yourself. 

Ordered on the same day. Had the email to say be delivered on 6th, contacted ee via their messaging app. 

Unfortunately the 1st person i spoke to wasnt very helpful and basically told me to talk to someone else, when asked about the price on the ultra, had my order canceled to check the price. Then got told to reinstate my order I'd have to go through the upgrade again but I wouldnt be offered the discounts as i had 😂

2nd person i spoke to was very helpful and sorted it all out for me.

Im now currently on the wait, 7 days has gone and still bo sign but I shall just hang tight. 

[why_not]

Just to share my experience on this as I am in the same boat as most of you, unfortunately.

Ordered on 31st Aug an S21 Ultra 256GB Black, phone was in stock then, so was a 1-2 days delivery ETA as usual, though I did not get the order confirmation email straight away.

Later in the night I got email with the order confirmation but with backorder confirmed with an expected ETA 17-21 Sep. Next day I contacted EE, they checked and confirmed no stock but stated I should get it within the next 7 days as I ordered before it was going out of stock, which will then take it to 7th Sep. The support agent stated that the ETA given on the order tracking is wrong and not reliable and I can trust the ETA he provided instead. Few days later I got another email stating my order is on track but still with the 17-21Sep ETA. I contacted support again and was told again I should get it within the next 7 days max (adding another 7 days) and also confirming that the info on status website is not accurate and that if I don't get it within the next 7 days, they will credit my account. Yesterday was the deadline for the 2nd round of 7 days they promised and still no change and no update. I will definitely contact support again to ask for the compensation they promised and I will have to wait and see if indeed the ETA on the website is correct and if I manage to eventually get the phone.

But in all this, I am with most of you here, EE is at fault and to be blamed here for providing misleading information, all the way from the start. Most of us know that there are supply issues around the world lately, not just smartphones. But, why selling something which they don't even know if they have stock or not and providing false ETAs, setting wrong expectations. I think it is appalling service!

If they can't honour something, simply just say it and let customers make their own decision whether they are happy with waiting due to delays or look elsewhere, but don't give false expectations.