Still waiting for my phone to be delivered

[Scipios]

Hi, I ordered a Samsung S23 last Friday, order tracking is stuck on order confirmed even though an email sent to me after I ordered said d it should be with me on Tuesday 30/7. Could you please advise me when it will be delivered? Thanks.

[Rach_H]

Hi @Scipios,

I'd recommend reaching out to our team on 150, or through the chat in the EE app, and they can give you an update on your order.

Rach

[Scipios]

I did both those things, couldn't wait for an answer on the phone and the chat just tells me to look at DPD, but I haven't had anything through from DPD, or to track my order again which is still saying awaiting confirmation. Considering I've already paid a hundred I would have thought that would have been enough to confirm I want it.

[Katie_B]

Thanks for getting back to us @Scipios. 

Do you have access to the DPD app?

If yes, could you please try searching with your delivery address/contact number?

Katie

[Scipios]

Hi, yes I have, it says there is no parcel activity. My EE account records me as having paid 100 towards the new phone but has put it down as money against my bill.

Sent from Outlook for iOS<>

[Ali_A]

@Scipios  Can you tell me which version S23 you ordered, and the colour/memory size? I'll check stock updates. 

Just a side point- When you have an upfront fee for a device it is normally added to the next bill. The payment you make at the time is then added to the account to cover the fee due to show on the next bill. 

If you have a pending bill due to be taken by Direct Debit, the upfront payment may allocate to cover the wrong bill. If this happens your DD payment will be taken less than expected, you can just make a manual payment or it will simply be added to the next bill. 

Ali

[Scipios]

Hi Ali, my upgrade phone is a....

Samsung Galaxy S23 Galaxy AI
128GB Green

As to the money paid, this wasn't a fee as such it was just what I wanted to pay towards the cost of the new phone, whether or not it goes against my current phone bill or to the new phone I suppose would depend on when I get it, but as this 100 reduces my new direct debit for the new phone I would hope that it stays intact until my new phone contract starts.

Thanks

[Ali_A]

The latest stock update (on 27th July) shows we're still waiting for more stock from the manufacturer (Samsung) for Galaxy S23 128GB Green/lavender/black. The current guidance is to expect despatch in more than 28 days. This would explain why you have not received your delivery yet. 

If you haven't done so already I would strongly recommend downloading the DPD app and as soon as this has been dispatched you will be notified with the tracking details.

Hope this helps. 

Ali 

[Scipios]

Okay, thanks Ali, it would have been nice to have been told this when I ordered it but instead, I was told it would be with my on Tuesday 30th July. I do have the DPD app, at the moment it says I have no orders in process but now I know why. Anyway, I shall wait, thanks for your help.

[Ali_A]

You're welcome @Scipios Glad I could help with this 😊

Ali