Back order when upgrading and trade in

[Kaylamccann812]

Hi,

I placed an order to upgrade my device on the EE app, and implemented a trade in. This was confirmed and i received an email on 2 May to confirm this. It said initially it would be despatched within 7 days. I have just checked the status of this and it is currently saying that 'back order is confirmed'. Can you confirm what this means? I was under the impression it was not out of stock? Additionally, in the initial agreement it said i would have 14 days to trade my phone in when i received my new one. How does this work when I havent actually (and have no idea when) I will receive the new device?

Can anyone additionally confirm to me how 'trade in' works - do I hand this into store once I receive my new device upon delivery? Do I wipe my phone down to factory settings and hand it over when being delivered by DPD?

There was also an offer saying if Google Pixel 9a was ordered between 15 April to 5 May i'd be able to claim a Fitbit charge 6. How does this work as that date has now passed and i am still unsure of the status of this order? Will this still be valid?

Many thanks

M

[IslandGirl]

Hi! Any further update on when the 128gb peony pixel 9a will be dispatched if ordered 1 May?

I can't get DPD app updates in my area apparently 🤷🏽‍♀️ & I just asked in EE guides again who seem to think cancelling the order & having a 28 day wait for a pixel 9 would still come quicker than the 9a. (Which I don't want to do.)

[Katie_B]

Hi @IslandGirl. 

Thanks for ordering with us. 

I don't currently have an update on this. 

Once your order begins to progress and is ready for delivery you will be notified. 

Katie

[IslandGirl]

I was initially told by EE Guides 14 days, then that it was in stock for immediate delivery, then 7 days, today the latest I'm being told is it would be quicker to order a different phone with a 28 day wait. The previous support team member was able to provide more information than this. Surely someone is able to see if/when the item is expected to be in stock??? I'm tempted to just cancel it and buy in-store.

[IslandGirl]

Hi Kayla,

Have you heard anymore about your phone yet?

[Katie_B]

The current guidance for the Pixel 9a 128GB Peony, is that it is available to order and to expect delivery within 28 days.

If you want an update on your specific order please give us a call. 

Katie

[Kaylamccann812]

Hi!

Nothing yet, just checked again and it was updated as confirmed and my trade in returns pack came in the post to be returned by 25 May, which I'm not sure I'll be able to meet as I'm not sure when it will be delivered. I've no issues waiting, just would like a rough idea of when it'll be. I obviously don't want the trade in to expire as that is the only reason I went for the phone and the offer available!

M

[IslandGirl]

Yeah, same. I rang this morning (much better than the messaging guys) & told it would be 28 days for delivery, as in around the 12th June. The helpful guy guide earlier in this thread said the trade in communications were automatic & to ignore the dates (mine say 15th May !)

My other concern was the Fitbit dates as you have to claim once you've been in receipt of the phone for 14 days but before the 19th June. Obviously we won't have had the phone for 14 days  by 19th but the guy asked his manager (twice, because I'm now distrustful!) who said because our order date is on record we will still be able to claim the Fitbit without waiting 14 days... Allegedly!! Who knows?!! 

But if the trade in and/or Fitbit deal aren't honoured I think I'll just cancel the whole order....

So now we wait!!! 

🫣😊

[Rach_H]

Hi @Kaylamccann812,

I'm so sorry to hear that this still isn't sorted for you.

I'd recommend giving the team a call, and they will be able to take a look into this, and give you an update on your order.

Rach