Please read if you have ordered a Samsung Galaxy device (New OR Upgrade)

[jarkimond]

Firstly, I want to stress that I am in the same boat as you.

On 03/09/21 I ordered a Galaxy S21 Phantom Grey 256GB.

At the time of ordering, it was showing as "Usually Dispatched within 1 day".  Within 15 minutes of ordering, this had changed to "7 days".

I received two emails; one confirming my phone order (which contains my order number) with an estimated delivery date of 06/09/21, and another confirming the change to my contract.

Using my order number to track my order @ https://myaccount.ee.co.uk/orderdetails shows me the following message -

"Sorry, we can't show your order details right now. 

Don't worry, we'll keep you updated on the progress of your order by text or email. Keep an eye out for these updates from EE or from our courier DPD."

When I've spoken to EE Customer Services online and on the phone, they have assured me that they will be in touch when it has dispatched, but are unable to give a time-frame of when this will be other than "hopefully in the quoted time-frame".

This is probably all sounding very familiar to you.

So, why am I writing this post?  Because there have been numerous posts made about the exact same thing over the past week!  This isn't necessary - EE CS representatives are giving you all the information they have! They are mushrooms - kept in the dark and fed on....you know the rest.

Quite simply, there is a stock shortage. We can speculate on the causes of this shortage (import issues, manufacturing delays, EE hates you, Samsung hates you - whatever), but it doesn't change the reality of the situation.

I know you're tired, frustrated and want your new phone, but hang tight - all things come to those who wait.  If you don't want to wait, then cancel your order and try to get a device else where.

I've also seen posts along the lines of "I ordered my device 2 days ago and it said it had a 7 day wait, where is my device?!" - if this is you, you have answered your own question.

I hope all your devices arrive within the quoted time frame - sooner rather than later - but we're all in this together and bogging down customer support with identical queries will only detract from people with actual urgent issues getting support.

Also, Happy Friday!

[jarkimond]

@Chris_B 

Thanks Chris!  Though I'm not going to lie, I am actively monitoring half a dozen posts from last couple of weeks in the hopes I see some "my phone has arrived now" replies to give me some hope of mine arriving soon.

[Chris_B]

@jarkimond  you’ll get it, it’s obviously supply and demand and demand for this device is just gone nuts and I’m sure I don’t need to inform you EE doesn’t get priority over any other seller of the device.  

[Chris_B]

@jarkimond  you’ll get it, it’s obviously supply and demand and demand for this device is just gone nuts and I’m sure I don’t need to inform you EE doesn’t get priority over any other seller of the device.    

Just look at the deal that EE are/was offering for this device and people wonder why they don’t have it yet.   

[Christopher_G]

OK thanks, @baljikrish

I've checked this model and we're awaiting more stock from the manufacturer. As soon as we get that, we'll process orders in the order in which they were placed.

Thanks for your patience so far.

Chris

[walkerx]

---

@Chris_B wrote:

@jarkimond  you’ll get it, it’s obviously supply and demand and demand for this device is just gone nuts and I’m sure I don’t need to inform you EE doesn’t get priority over any other seller of the device.    

Just look at the deal that EE are/was offering for this device and people wonder why they don’t have it yet.   

---

only time you probably get it earlier is buying direct from Samsung, they released all their recent products upto a week early.

Most resellers are usually told not to dispatch too early to ensure earliest date consumer gets is the day of release

[fluffycabbage]

This is very frustrating. I didn't expect a long wait, or I would have gone elsewhere...

[Tsmith3793]

I ordered a Samsung s21 ultra a week ago today and it’s still saying awaiting confirmation 🙄

[holly_jones]

This is crazy, I have a broken phone - and ordered at the end of AUGUST, with no update. It was highly misleading as it said I would have it in 24 hours. Need an update / cancellation, refund and going elsewhere. Also ordered s21 in pink.

[Danizee93]

I too ordered the S21 Pink 128GB because my phone is broken. Had i known there was such a delay and people are still waiting, I would have chosen something else. How do I go about cancelling this as an upgrade and choosing a new one? I simply cannot wait, phoneless without a valid date and minimal communication?

[Katie_B]

Hello @holly_jones and @Danizee93. 

I am sorry to hear you are still waiting for your new devices. 

The Samsung S21 5G 128GB in Pink is showing as available to order and to expect dispatch within 7 days. 

If you have passed this timescale I would recommend giving us a call. 

Thanks, 

Katie 🙂