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

[Isheth1998]

Hmm. I wonder if EE are saying the truth 

[Graeme1905]

So whats going on with these then?!

Called yesterday and said it would be with me today so took the day off work.

Called again just now and been told they are delayed with no expected delivery date, not happy!

[biomunkey32]

Pre-orders have surpassed supply, no network can guarantee how many units will arrive for launch day and ultimately a lot of customers are left with out.

Hopefully the next batch will arrive shortly and be promptly distributed to the waiting customers

[Graeme1905]

So can you explain why i was told yesterday it would be here today and now im being told it wont? 

Ive lost a days money at work for this!

[t3chguy]

Just called a store and they said they are expecting 1 (read, ONE) device for a pre-order customer tomorrow, biggest EE in Manchester. They are claiming the rest are delayed because of Samsung quarantining the devices and that the store was told stock allocation means they won't see live devices for 6-12 weeks.

Called Sales number I originally took out the contract on (6042), didn't even want to take any of my details (so the fact I pre-ordered over two weeks ago doesn't seem to matter) and just said Samsung hasn't given them any estimates so they have no idea when it'll arrive.

[joewines]

In this day and age with the data available and connectivity possible it is totally unacceptable for EE to be unaware of the status of these orders.

All we get are scripted responses on Twitter etc. EE would get more respect if they informed all customers if their order is delayed and an estimated ETA. Instead we receive specific dates that are never confirmed or unrealistic from the start which cause us all to be unhappy considering how much we pay.

This has been going on for years and it is total and utter incompetence. 

[Trebor1989]

I wonder if anyone from ee can provide a real answer. 

I preordered Feb 24th and can't check order status until dpd receive the package. I have no idea when its due.

These forums EE just seem to have a prepared response that launch date is today (13th) and that we should have them by today. 

Its clear we won't. 

They won't admit there's an issue, and after speaking on the phone to 5 different customer services reps I was given 5 different answers/excuses. 

Its corona, its Samsung, its third party suppliers, its a recall etc... but you come on here and apparently its business as usual and we should all get our phones today. 

Why can't ee issue a formal statement to tell us what is going on, and explain why there is a delay. Instead the staff just seem to think its OK to guess and misinform customers. 

[howard72]

EE and truth shouldn’t be used in the same sentence 

[joewines]

In this day and age with the data available and connectivity possible it is totally unacceptable for EE to be unaware of the status of these orders.

All we get are scripted responses on EE help/chat, Twitter etc. EE would get more respect if they informed all customers if their order is delayed and an estimated ETA. Instead we receive specific dates that are never confirmed or unrealistic from the start which cause us all to be unhappy considering how much we pay.

This has been going on for years and it is total and utter incompetence. 

[biomunkey32]

I'm only passing on what I've experienced. I'm a disgruntled customer too.

I worked for O2 sales years ago and have worked through new model launches where we didn't know how many or even if we would receive new models the day before launch.

I whole heartedly agree that EE's handling has been awful but if you push them you will get answers