Where is my iphone

[Dsely]

Paid a large sum of money to upgrade to an iPhone 12 pro max on the 13/11/20, the same day, 2 hours before my wife did the same. She has had her new iPhone 7days now and I’m yet to receive anything!!!! No communication, no answers but I bet they still want £81 a month off me for a phone I do not have! What do we have to do to get the products we have ordered and paid for! How come some people are getting there phones and some are not, is there no such thing as first come first serve!! 

[zacharyblair20]

a company such as apple that only specifies in few products should have a cocrete date but i work for B&Q and i can tell you not all company no when things wil be back but most supplier only goods are usually good to find out cos you can contact them directly and get a date , if there's a way to speak to apples distribution team they would probably have a concrete answer on the iphone shipments , its as if when you call ee they litterly just say they no nothing , no phone calls out to suppliers or distos or anything like that just they call some guy in the sales team as if they know everything 

[zacharyblair20]

james your litterly lying or not reading properly by saying the 21 days when cited that it was over the 21 days same with alot of your customers whats your excuse for that 

[zacharyblair20]

could at least have the decency to reply to my pm when you ask me to sent you one , then post more comments then delete one because it contradicted yourself on one the other memebers post come james b whats going on 

[James_B]

Hi @zacharyblair20,

We haven't deleted any posts, just moved a question about a different product into its own thread.

I've responded to your PM.

Thanks

James

[zacharyblair20]

its the fact everyones getting  the same issues no point in saying 21 days dispatch and when it goes over that change it to 28 and when it gets close to that you still dont have a definite  answer either yous have them or you dont , and ive heard this first come first serve when alot of people have managed to get them earlier so its clearly just random 

[_Steve-W]

Hi @zacharyblair20 ,

You are correct that there does seem to be many people in the same situation as yourself, all for different devices (I myself had problems with a S6 Apple Watch).

For what it likely a multitude of reasons, stock is low for all Apple products (as well as non-Apple it seems, by looking at other threads on here). It doesn't help that the EE Ordering System is less than perfect and has been for years (in my experience), i don't think any device i've ever ordered has gone smoothly for the last 3 phones and 2 watches, but that seems to be what it will be.

What i can say though is that by calling CS on 150 and selecting Option 1 for Account Queries, i've been able to make progress over the last couple of days regarding my 'MIA' S6 Apple Watch and have - today - been able to rectify the problem by having CS speak to the 'Supply Team' to look at manually allocting an in-stock watch to my order.

90 minutes after this taking place, i now have a DPD Tracking Number and ETA of delivery tomorrow.

To summarise - call 150 - be nice, be polite and i'm sure they'll do all they can to help sort out the issue, just remember it's likely a System Error and something that most of the contacts you will speak to in EE have no control over, but they'll always do what they can to help.

Hope this helps though, as i've been here myself and frustrated beyond end, but by doing the above, i've been able to sort it out.

Let me know how you get on.

All the best,

Steve

[zacharyblair20]

i work in a call centre bro , i know how it works if you think i havent tried that youl be mistaking had a rude advisor trying to hit out with the covid excuse instead of doing everything the advisor managed to do for you , probably because loyaly as youve did 3 phones and 2 watches but when theres a community forum on this it really shows how bad a majority of advisors are that they dont really want to help 

[Dsely]

@James_B my wife’s also said that and she got it 4 days later, is stock randomly allocated to orders or first come first serve? You say 21 days, a rep online told me 28 days yesterday so which one is it? And when it goes over the 21 days what happens then? I know it go over the estimated delivery date!!

[_Steve-W]

Hi @zacharyblair20 ,

I would never assume every workforce &/or system is 100% all the time, you'll likely be able to empathise with all the team members you speak to on the phone that trying to help with issues that are out of control of the individual you're speaking to.

If you asked me to look at the Team I am part with in my employment, I am definitely more au fait with certain areas of my role and I may have a different view of fixing a problem than them, which is where they will ask for my help, the same as the Advisor I spoke to calling another Department while i was on hold to attempt to remedy my issue.

COVID has affected everyone and every business, some in more ways than others, but unfortunately, even if life feels 'normal' currrently for the most part, there are many other aspects of it that are not. I would not assume that COVID is wholly to blame in this scenario, but has definitely played it's part.

As suggested, give 150 another call with the advise i gave above and discuss about (if the product is actually in stock and hasn't been delayed further) seeing if it can be manually attached/assigned to your order.

I won't start saying 1st world problems etc etc. as I understand we all pay for a service and naturally expect a certain level of assistance and communication around ordering and using these services. But do take into consideration that we're all working under different pressures.

Hopefully you'll be able to get through to someone this time around and armed with this information to help.

All the best,

Stephen

[ioanamailat]

26 days of waiting....called EE and they said they don't have a time for delivery yet...how long I still have to wait??? No one knows....no one says nothing....just wait...is not normal to wait that long...please help me.