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

[Staffie85]

To be honest, now I think about it... I'm surprised nobody has already created a Discord group or something similar, in case anyone does get banned... So we all still have a point of contact and don't miss out on any possible new information.

[Staffie85]

Oh trust me, I completely know that both you, I and everybody else... Want to say a whole lot more right now, so I appreciate you holding back.

[McFlik]

In the exact same boat as you @Bassett 

"Upgraded" to S20 %G Ultra 512GB before the date. No phone, no tracking details and a very basic confirmation at the time not even stating the new phone model details ("your 4gee phone upgrade" in message)

Received about 4 of the same reminders to return my phone over the past fortnight (my returns envelope arrived this morning). I called EE and at least they've confirmed not to worry about returning until I receive the new handset. They say they've put a note on my account to ensure I don't get the upgrade charge should the phone ever arrive.

Can't imagine I'll get the Samsung Buds as promised with the pre-order deal now as communication has been basic at best.

[MissRoseGold]

Good Afternoon Leanne, 

Thank you for replying.

I speak for the rest of us in the fact it has gone beyond being excited to receive a new device. It is the frustration of having no answers. 

We all pre ordered the handset in good faith, yes granted delays are probable with a new handset, but when we pre ordered there will have been enough to cover pre orders? Or is it the case that EE are still allowing the sale of the S20 5G on the "promise" of further stock from Samsung. This is misleading as with the pre order backlog, that will push back further any orders from recent sales causing further delivery delays. 

This needs to be worked out as soon as possible and gestures of goodwill would be the least that could be offered. 

[Staffie85]

I've received no information about my early upgrade either, but I also haven't received any contact about sending my old phone back or any package to do so...

You will still be able to get the Buds Plus tho as long as you receive the phone before the deadline for claims... Which last I checked was the 31st of May @McFlik 

[davj]

@MissRoseGold I don't think they have any good will for us, we are just a cash cow to be milked at will and strung along

[briangee]

After a deafening silence, I finally received my S20 Ultra but even then the problems with EE haven't stopped.

I paid a £30 upfront fee at the time of pre-order for the device and my first bill now contains a mysterious £25 charge for the Ultra, in addition to the upfront fee I paid.

Secondly, EE refused to allow me to get the 6 months free Apple Music.

As a new customer, I am seriously wondering what I have got myself into taking out a contract with EE.

[Katie_B]

Good Evening @briangee. 

Thanks for letting us know you have received your Samsung S20. 

Did our team advise why Apple Music cant be applied?

Have you text MUSIC to 150?

Katie 🙂

[Bobless]

@briangee when did you place the order, did the order go to a store or the internet?

[MissRoseGold]

Can you confirm if this is the 128gb or 512gb?

Also, if you paid upfront for the phone and Apple music was applied free for a certain period of time, then EE should honour that and also refund you whatever unnecessary charges on your account.

This is part of your sale of contract at point of sale. 

Please remember your consumer rights. Any more help, I can advise you on most things and always happy to help.