@Leanne_T
Hi Leanne _ T
Thank you for an official statement. This would have been infinitely better for the mental wellbeing of customers who preordered and the CS staff if this statement went out on Friday 18th September rather than Tuesday 22nd at 4pm.
For everyone else. I managed to get an update from my contact on EE who has managed to pass on some information regarding the inaccurate FCFS pre -order system and the good will gestures that Samsung have distributed to customers for being 48 hours late with pre-orders.
It still is being looked into and believe that it could possibly have been DPD selecting orders at random. However, no one knows why orders later than others got devices earlier. It is officially an ongoing investigation.
For the extras Samsung has given. It's officially been passed on to the senior levels from what I can understand and it will be looked into for customers.
I've also asked that official statements be put onto CS phone as an automated message just like the Apple Watch orders had if there was any issue coming 24 hours before release. In addition to some form of official statement giving a timeframe.
I've also asked that if EE cannot get pre-orders out on time then they need to be clear that pre-orders need to be in a 1 week window. (For example pre-order now to guarantee it in launch week rather than say nothing).
Im still compiling stuff from you all for the other investigation into CS misinformation but a massive thank you so far as without everything we have gathered, I don't think they would even consider listening.
As for compensation, EE still putting a limit of £30 off a bill for upset caused. If you can get more or offered more then it's up to you if you want to take it. However, the other stuff is still being investigated and I will get back with any information.
Thanks
