Samsung s20 ultra order

[Mike197928]

I upgraded my phone on the 5th march in a we store for a pre order Samsung s20 ultra and have heard nothing at all since. My current phone battery is failing rapidly.

i know there is a pandemic going on but what’s annoying me is why haven’t I heard anything at all about my order

[Bigdog1979]

If people have got order numbers go on Samsung members chat and they seem to want to help but as mine is a smart place upgrade ordered on 18th no order just a text saying 13th after ringing now text saying 23rd like to see shops tomorrow when they cant even get out ordered phone from 3 weeks ago if not tomorrow I'll be cancelling to there a joke Sent from my Samsung Galaxy smartphone.

[Kev1984]

I just asked on the members app and the guy said they can only help if ordered through Samsung?

Is anyone else getting the "Sorry, we can't show your order details" message on the online tracker? Ordered on the 24th of Feb and it said then that delivery would be about the 23rd of March so I'm not that fussed but not sure if there's a problem with my order or anything...

[Brt5586]

I've just tried samsung members as well and they can't assist unless ordered through them.. I tried asking about stock levels for EE but unable to help either and contact EE lol.

I just get when trying to track my order it says 'Sorry we can't track this type of order just yet' type thing like it doesnt really recognise it as a preorder.

[Kev1984]

I've seen a few comments saying certain formats of order numbers can't be tracked through that page... might be that.

Mine starts with xko and it's been said that they should work so I've no idea. Really don't want to phone because from the state of these forums it looks like the advisors will probably be getting nothing but hassle about these phones, lol

[H3nd0]

Mine is exactly the same all I have got is a order number on a SMS starting XKO but does not track on EE systems..

It's absolutely dire customer service from EE. If my phone does not turn up or at least update 2morrow I'll be flipping a table and chewing somebody else's ear off in the call centre.. 

[Dean87]

This is what I have just been told by Samsung:

• Thank you so much for telling me that information, Dean. Just allow me to explain that we do apologise if there's was a delay on the delivery of your device I know that you don't deserve to experience this issue since your just wanted to have the device as soon it was released.

  22:25

• Here at Samsung we're working it out already do have the device be delivered to all of our retailer and customers as much as we can. I know that you are aware of the certain condition right now and we are also after the safety of our customers.

  22:27

• For more information about the delivery of devices you can go directly to our Samsung ShopTeam at 03307267467. You can also send your email enquiries to our efficient and knowledgeable support sales team through this email support@samsunguk.zendesk.com. I can assure you that all email enquiries will be answered within 24 - 48 business hours.

  22:28

• Yea I understand that but if covid 19 is causing delays shouldn’t this be passed through all chains so pre orders of such to be stopped

  22:29

• As much as we wanted to speed up the delivery of the device to our retailers. However there are certain parameters right now that we need to follow with regards to this concern and we do really hope for your understanding right now, Dean.

  22:32

• Rest assured that we are doing our very best to resolve this issue and we greatly appreciate your understanding about this matter.

  22:33

• I will ensure that your comments are passed to the relevant team within Samsung so we can address any areas for improvement. I hope that you'll have a better Samsung experience next time.

  22:33

• I can assure you that we appreciate all customer feedback and use it to drive future innovations and improvements.

  22:34

• No that’s fine I will relay what you have said to other members but from what I am seeing I think thousands will be cancelling their phones

  22:34

• But thank you for your help and honesty

  22:34

• Thank you so much for your understanding, Dean. If only I can do more also here in my end I certainly do everything not to loose all the customers we have right now.

  22:35

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[RianT]

I find all this annoying from my end, I actually preordered the Ultra on the 12th Feb! (1 day after the unpacked event). I got a message to notify me that the contract will be reduced due to an early preorder. Then I found out that the advisor that initially told me about the contract was slightly wrong in the plan, and on top of all that, I couldn’t change the delivery address to my work address because every time I phoned EE to see if it would work, they kept coming up with an error. Then when I phoned for the fourth time after trying to change my delivery address, the representative told me there was a change in when the date of the delivery would be from the 13th to the 10th and they mentioned that they had enough in stock. Do I cancelled my first preorder and made another one amending all the errors with the plan and delivery address (AND was told that I wouldn’t lose my place on the queue for the preorder). So after all of this happened, they 9th March comes song, I’m excited, find out my tracking hasn’t updated, called EE to find out that I lost my place of my first preorder queue, and that because of shortages, they wouldn’t be able to give a date. No offence to a lot of people here but I think if anyone has had a bad experience, it’s me.

[howard72]

Wow seriously how bad has ee become after reading this pal made my mind up if I dont get a call or a delivery date tomorrow preorder being cancelled....I want my money back and just see out contract and change provider.....the bt buyout of ee now taking effect,customer service out the window

P.s just wondering if ee actually look at this forum ? Surely if they did someone would reply to all this negative feedback...if they dont lose customers over this I would be shocked 

[howard72]

How ironic on friday 13th EE let down loads of there customers with the worst pre order system ever for the samsung s20 ultra,Money taken and broken promises.......😔😡

[dlads]

Got told that my order would be 100% fulfilled on Friday the 13th..

Called today (12th)

Got told there is no timeline and that it'll be fulfilled in order of date pre ordered.

Some people on xda have had their devices since the 10th.

It's £79 pm and I signed up for a watch on LTE which I can't use til I get the phone. So yea. Little annoyed with the uncertainty.

That being said covid-19 has been playing havoc so who knows.