Where is my Pixel 3 XL? Disgusting service!

[saffronire]

I'm a new EE customer who ordered a Pixel 3 XL on 26th October. I ordered on the phone and was told I would get my new phone on launch day, 1st November. When my phone didn't arrive, I rang again and was told there was a delay and I'd get it between 7-8th November. Then, two days ago I was sent an email saying my order was on track and 'still due' between 19-24th November. No EE, that wasn't my due date for delivery, so why are you trying to pretend it is? Now I'm being told I might be waiting until December? What rubbish is this?

Clearly nobody at EE has a clue what is going on, everybody I've spoken to has given me one bs story after another, with one sales advisor even trying to convince me that the pixel range hasn't launched yet. EE having terrible staff isn't my problem, I've paid and I want my phone. I'm not interested in the lies that EE are trying to feed me to cover whatever mess they've created, I want transparency. Where is my phone? Where is the service?

I've moved to EE because I was told they were a good carrier, but if I don't get my phone soon I'm cancelling and going elsewhere. I've never seen such blatant bs and lies in my life, it's utterly disgusting! I'd have more sympathy if they at least acknowledged the constant feed of lies I've been told since placing my order, but nobody wants to admit they're proactively lying to their customers. Every time I speak to someone at EE they act like their terrible service is somehow not their fault, as if I'm causing drama for no reason? No EE, I just want the goods I PAID FOR. You know, the ones you're meant to be supplying?

It should not be this hard for a company like EE to not be scum bags!

[Schockwave]

Hello @saffronire,

Welcome to the community,

I have read in another thread, that unfortunately EE did only receive a low order of the phones, not the amount they expected, this is down to the manufacturers not sending enough of them, and they are dispatching them in order who ordered first, I have also read that the black ones are in short supply,.

If you wish to make a complaint, then you can do so by clicking on help and make a complaint.

EE is good and it is unfortunate that the manufacturers did not sent enough of this phones to EE, but you will get it.

You should receive an order number beginning with 0000 and the day before delivery a text or email letting you know that your phone will be delivered the following day and on the day another one with a one hour delivery window.

[saffronire]

@Schockwave Sorry, but I couldn't disagree with you more. I'm not stupid, obviously there is some mess with the stock, however, this is absolutely no excuse to lie to customers. I have been told one contradictory story after another, some of them outright lies by EE. And I know for a fact that I'm not the only customer who has been lied to, repeatedly. EE could have been honest with me from the start about the stock and I'd have understood. Instead they chose to spin me one lie after another. I have had to chase them repeatedly for any sort of information. I have not been given an ounce of accurate or helpful information from a single EE staff member. If that's your idea of good then I hate to think of what your idea of bad is.

1) It doesn't matter what has been said in another thread. If this is the case maybe EE should have told me, the customer, and other customers, that from the start instead of telling lies. I shouldn't have to find out basic information about my order from randos on the net.

2) The low stock they received isn't my problem. Again, they should have been transparent about it to begin with. There is no excuse for the service I, and others, have received.

3) I know people who ordered theirs in early October who still haven't had their phone and people who ordered after me who have. This 'first come first serve' stuff is utter rubbish, as can be proven countless times by reading what other customers are saying all over the net.

4) I didn't order a black phone so why does this matter? Again, I'm annoyed by the lies and the terrible service and the complete lack of interest or understanding of customer frustrations. If I'd have been given honest, direct and helpful information I'd have happily waited for my phone. Terrible, disgusting, scumbag service is the issue here, not what colour phone I ordered.

I’ve already complained, but thanks for the advice.

[eleiyas]

Blaming everything on EE is not right.

I totally agree that they should have been transparent, but at the same time, I doubt 100% of the customer support team actually know what is going on themselves.

Most of this is actually Google's fault, for either not producing, or not sending enough phones in the first place.

After doing some digging online, the standard Pixel 3 64Gb seems to be in stock at most places, the 128Gb seems to be arriving this week or next, the Pixel 3XL 64Gb seems to also be arriving at around that time and then the main issue is the Pixel 3XL 128Gb which no one seems to have, or have received at all.

Again, either Google has performed some royal failure, or perhaps they are waiting for new FIXED batches themselves (I do hope this is the case) before shipping.

I say FIXED batches as they usually do release stuff in the US first, see what sort of errors and hardware issues arise, then ship out newer, fixed versions worldwide. They do this for software as well as for hardware. 

Seeing as the 3XL has had screen issues, camera issues and other OS issues, it wouldn't be hard to believe that they are waiting for newer models with less issues themselves before shipping to us.

[saffronire]

@eleiyas I'm not blaming everything on EE, I'm only blaming them for their awful handling of the situation, the lies which they chose to tell and their terrible lack of respect for their customers, including their poor communication. All of these things are on them.

While I have no doubt that Google are to blame for the late devices, it's not Google's fault that EE have lied to me 20+ times in the space of 12 days, refused to send me any updates or basic info on my order or their complete lack of interest in dealing with the situation correctly. I’m not alone in my experience.

Maybe you're right and all these staff members are ignorant of what's going on, if anything that's even worse customer service from EE than if they were just hiding info. Sales advisors who don't have a clue what they're doing aren't going to be very effective at providing decent or helpful customer service. It's shouldn't be a lot to ask that the biggest carrier have basic info on their stock, or are at least sympathetic and respectful in the way they handle this sort of situation.

Maybe you're one of the lucky customers who've had excellent service from them, but there are equal numbers of customers who've had shocking service, and this 'poor EE' attitude doesn't solve anything or excuse their actions, especially when they're taking people's money and can't even send out confirmation emails. It's basic customer service, they should know better, simple as that.

[eleiyas]

@saffronire

oh no, I have had some god awful, completely useless EE representatives on the phone and I even had issues when setting up my original contract in-store.

yet I have also had some amazing, friendly, well-spoken and knowledgable people from EE on the phone too; it's a mixed bag. 

I will also agree that the way EE functions isn't great to be fair: 

When I first pre-ordered (pixel 3xl 128gb) online, my address was wrong and I had to confirm my order over the phone. I spent almost an hour talking to probably the best customer rep. from EE ever.

2 days later, I decided that this year I would like a different colour phone and called up again to change my order. I got a completely clueless idiot on the phone who had no idea what I was on about, who cancelled my order without me even knowing and just threw me over to the upgrades team.

I spent an hour on the phone to a somewhat clueless (he put me on hold many times to "go and check"), but very friendly and apologetic gentleman (no qualms with this) who got me all sorted out.

yet another 2 days later, I had absolutely 0 confirmation of anything the previous gentleman had done and I needed to call up for a third time. The woman said that because it was all done on the phone, there were no email confirmations or anything. 

WHY!?

Anyway, she checked for me and said everything had gone through.

Since then, I have been in the same boat as everybody else, with constant "your order is on track" text messages, although the website still shows 19th-24th November. 

Only today with the last message from EE "due to delays [...] keep checking the order tracker [...] £50 off next bill [...]" do I finally know what is going on.

Am I happy about it? No, not at all. Is there anything I can do about it? No. 

Everyone in the Uk is in the same boat and that's how it is.

EE may not be great, but I have had the severe displeasure of having to call ORANGE FR for my Mum and in comparison EE are saints.

[technoKyle]

I've had a similarly terrible experience.

I went online to order my upgrade on Saturday 27th October. Payment failed twice so I called and was told they were having problems with their system. I upgraded, paid the upfront cost of £30 and was told that my delivery was due Thursday November 1st on release day.

A few days later I had still not received any confirmation emails, order tracking, receipt or anything, as my partner had (a new customer who ordered at the same time as me). I had also been charged £36.99 for the upfront cost instead of £30. I went on to the online chat and after around 25 minutes was told that the emails are all automatic, couldn’t be sent out again and that the extra £6.99 was a standard delivery charge. They said there was nothing they could do and if I wanted to dispute any of it that I would have to call.

So, I called and was told once more that confirmations and order tracking can’t be emailed again and that in fact they are only for new customers and as an existing customer all I am supposed to receive is a tracking number once the order is dispatched, nothing else. They also said the delivery charge was standard. When I said I was not told of a delivery charge they said they would have to listen back to the call and call me back. Afterwards I saw online that it still said £30 upfront with free delivery. So, I called back, and they said it was because I ordered over the phone instead of online. When I explained why I didn’t order online they said they would credit the difference to my EE account. I was then told that delivery would now be due one week after my order date, so Saturday 3rd November.

Later in the week, I read about delays online, so I called again. I was now being told 8th-9th November for delivery.

The following weekend on Sunday 4th my partner was contacted to say her delivery was “still due” 19th-24th (this was the first she had heard and was also expecting hers one week from delivery.) I still had no correspondence from EE, so I called again, and I was assured that I would receive a text or an email by the end of the day to confirm the delivery date. Nothing was received.

I called the next day, Monday 4th November, and was told that there is actually no due date, that there’s nothing on the system, that EE don’t know and that the phone has not actually been released yet. I asked about the supposed text or email I was previously told I'd receive, and they said they don’t know about that, but that my account is not set up to receive emails and texts about orders. I asked why I was not told that before when asking about confirmation emails, and why I was told it’s because existing customers supposedly don’t receive confirmations or order tracking. Again, they did not know. They changed my account to receive emails and texts about orders. I was told that I’d “probably” receive it when my partner does at the end of the month. Hardly reassuring.

I got the text yesterday, Wednesday 7th November, saying my phone will not be with me by the 9th (even though I’m already being advised way past that) due to delays from Google and that EE are working to get a confirmed date from them. It also said that starting from Thursday 8th this will all be reflected in my online order tracking (the one I was told before that I do not get as an existing customer).

I went to the online order tracking today and it asked for an order number. Which I did not have. As I have never had any correspondence. I went to the online chat again and asked for my order number. I logged on, but the site said "Sorry, we can’t track this order type just yet. At this time, we can only provide tracking for orders including a pay monthly handset". I went back to chat to say that this is what I have and asked why it doesn’t work. They told me it’s because my order is not dispatched. I tried to explain that this is the order tracking not the delivery tracking – my partner for instance (again, a new customer) has been able to track the status of her order from day 1; hers says “order confirmed”, and as of today still gives the due date as 19th-24th. So, I asked again why mine doesn’t work. They asked for my partner's number (don't know, she still hasn't received it, but her account is beside the point). After half an hour all I was told is that it’s because the order is not yet dispatched (which - again - makes no sense).

At this stage I don’t know if I even want to stay with EE anymore; the service has been shockingly poor and, frankly, farcical.