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!

[Musicalgoose]

Well looking on the website it states now 7-14 days for the 128gb s21 ultra in phantom black. So am I of the understanding you at

are still to receive yours.

Looking at other networks they are stating 4-6 weeks delivery for device which at the moment and reading posts seems to be more realistic. 

From looking, the only Network I can see that has stock is Sky Mobile. 

In regards to the free accessories you get with this device, wonder if they will still be honoured by Samsung if handsets are delivered after the promotion date 

[IanS82]

I was wondering that myself. As the cut off date for the free Samsung
accessories is coming to an end soon, and by the looks of it, we won't have
the handset until after that date.

Will it then be up to EE to provide them or samsung? As it is no fault of
us, the customer, that we missed the promotion date cut off.

If we only needed proof of purchase we would of been ok. But with us
needing the number from the phone itself, we're pretty screwed

[Musicalgoose]

I agree the purchase date will be on the invoice and that will only be sent with the actual device itself therefore having an expired claim date on it. Reassurance needed by EE and Samsung that this will be honoured if handsets aren't received until after the promotion date 

[tarnus]

I could be wrong but in previous promotions with Samsung they are only interested in the purchase date, so as long as you've bought the device before the end of the month and have the order number to prove it, you can make the claim in Oct/Nov/Dec etc and should still be fine.

[tarnus]

That being said the website does say:

Click the claim button on the applicable offer tile below and follow the steps. For business customers, ensure you have selected the business offers tab first. Claims must be made within 30 days of your purchase or within 30 days of receiving your device if you pre-ordered.

I guess the real question is are all of our orders considered pre-orders or not given the short supply of stock?

Also...

Claims must be made...between 0 -60 days of purchase.

So how this will work is going to be anyone's guess!

[Danizee93]

Is there any way to cancel an upgrade order and be refunded? 

Normally I'd be happy to wait, but I'm sitting without a phone and no hope that it will arrive on time now reading all these messages.

Understandably it is not EE's fault, but not ideal either 😕

[tarnus]

You're entitled to cancel within 14 days of receiving an item. Given it hasn't even been despatched I'm sure you can - just ring them or grab them on live chat

[IanS82]

Thats helpful information.
So as long as the handset was ordered in the time frame, the the offer
still stands after to promotion time has ended?

[tarnus]

To clarify further, I spoke with Samsung about the "claim within 30 days" wording and they said this:

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.

So looks fine for the promotion!

[Musicalgoose]

You would have to contact EE to cancel