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S20 ultra delivery

AJ11
Investigator
Investigator

‎24-04-2020 07:29 AM

Hi All,

 

I pre ordered the s20 ultra 128gb on the 5th of march. My delivery date is still saying awaiting conformation, anyone got any ideas? As it's been over 7 weeks since I pre ordered!

 

Thanks in advance

 

AJ

0 Helpful
5 REPLIES 5
Katie_B
EE Community Support Team

‎24-04-2020 01:32 PM

Good Afternoon @AJ11. 

 

Thanks for coming to the EE Community and thanks for ordering with us. 

 

What colour did you order?

 

The 128GB variant is currently showing in stock. 

 

Have you chased this with our customer care team?

 

Katie

0 Helpful
AJ11
Investigator
Investigator
In response to Katie_B

‎24-04-2020 03:08 PM

Hi @Katie_B 

 

I tried last week but didnt really get anywhere.

 

I ordered a black one, I'll give then a call now if they're in stock.

 

Thanks

 

AJ

0 Helpful
AJ11
Investigator
Investigator
In response to AJ11

‎24-04-2020 05:09 PM

Just an update.

 

I called ee customer service and after nearly an hour on the phone I'm no further forward!

 

I pre-ordered my phone in store. My upgrade fee was waived as part of the deal, I paid a £30 upfront fee for the phone and my contract was upgraded to a 120gb plan from 60gb which left my monthly plan at £59 per month. The only thing I'm missing is the handset.

 

Customer service have said that for the upgrade team to get me the same £59 deal I would need to pay £100 upfront for the phone and trade in my old handset! Or I can keep my old handset, pay £50 for the s20 ultra the pay £79 per month for the 120gb contract!! This option would cost me over £800 over the two years compared to my previous in store upgrade offer!

 

Why can ee not just send me a handset? I have already paid the upfront charge and pre ordered. Nobody has contacted me to give an update since I placed the order!

 

This is ridiculous customer service!!!

0 Helpful
Leanne_T
EE Community Support Team
In response to AJ11

‎25-04-2020 01:32 PM - edited ‎25-04-2020 01:34 PM

Hi there @AJ11

 

I am sorry to hear this.

 

Did you place the order in an EE Store?

 

The offer the team has given when you called, was this to cancel the previous order and start a new upgrade?

 

Speak soon.

 

Leanne.

0 Helpful
AJ11
Investigator
Investigator
In response to Leanne_T

‎25-04-2020 04:12 PM

Hi @Leanne_T 

 

Yeah, the order was placed in store which seems to be what is causing the problems.

 

I've spoken to them again today, and because the order was placed in store they cant cancel it their end, so it has been passed to another team.

 

They have said that they will honor the deal I originally got in store, which Is good. I am slightly concerned that i wont be able to claim the free buds though as it will be a new order!? I'm hoping samsung will accept my original pre order receipt.

 

Thanks

 

AJ