Tracking Error

[JamesHowarth]

Hello I ordered a Pixel 9 Fold on the 28th and my tracking page has an error, it has shown this order dispatched since I made the order but I've had no other messages since my order confirmation and the phone was only released on the (yesterday)4th so it obviously wasn't dispatched last week.

I feel like my order is stuck in limbo and it's not going to get dispatched because it's already showing as dispatched please can someone advise, I know I'm not the only one as someone on Reddit has the same error.

Thanks James

 

[Michael_D]

Hi @JamesHowarth 

Welcome to the community.

I know you'll be keen to get your hands on your new Google Pixel 9 Pro Fold, especially when it is showing as dispatched on the tracker.

If you get in touch with our customer service guides, they'll be able to check the order on your account to make sure it is going through as expected, and see if there is a further update for you. 

Michael

[JamesHowarth]

Hello, I've spoken to 2 of your CS reps but they don't have the same answers and left me with 0 confidence, I'm not sure anyone in your CS team will be able to help with this as it's a technical error and needs someone with some knowledge of your back end systems and how the flow of your wearhouse works in regards to orders, I mean why would they receive an order if the system says it's already een dispatched? 

As far as your CS reps are concerned the delay is due to stock shortages when it might actually be because something on my order needs rectifying 😔

Also I'm hoping for reassurance from other customers that they have had similar errors and still had their phones delivered 👍

[Adrianh1]

Hi @JamesHowarth

I have exactly the same situation.. My tracking shows the same info as your screenshot.. I pre-ordered the device on 18th August.. I find it quite poor there has been no updates or info given as to if or when the device may arrive. A simple text message or email would be nice. I understand delays happen but the lack of communication is frustrating 

[Peter_W]

Thanks for explaining that @JamesHowarth 

Was this a brand new order, or an upgrade to an existing account? 

There are a couple of different things that could be going on here, and I just want to be sure we've got as much to go on as possible.

Peter

[JamesHowarth]

Hi Peter, it's a new order, I've ever been with EE, Kevin Bacon put me off for years. So far it's disastrous 🙃, I am however understanding that errors happen and things go wrong out of people control, it's the Customer Service after that that makes me either stick with EE or write them off 👍

[Peter_W]

Thanks for explaining that for me, @JamesHowarth 

I'm disappointed to hear that this hasn't been the smoothest start to your time with us too. 

When you've called us about this, was it the XK order reference number  that they checked, or did they manage to bring up a full account? 

This reference is for our online system prior to an account going live, but once there's a live account we can find this with your name and postcode. 

Provided we can find this, this should give the definitive answer on the dispatch status.

Peter

[JamesHowarth]

I believe they accessed my account I had to give them a 4 digit code I received via text to the number I added to my account. 👍

[Peter_W]

Thanks @JamesHowarth, that's definitely a good sign as it suggests something is definitely active at our end. 

I've just edited your post to remove your postcode, as we recommend not to share this in public.

Whilst I don't have access to accounts via this public forum, based on what  you've said I think the best course of action will be to get your postcode checked in our main account system so we can see if this is active and the order is showing on there. 

This should confirm if a handset has been dispatched, or very occasionally when accounts activate these can end up stuck in a tentative state and need a bit of extra work to get them fully activated. 

You can find all of the details you need on how to get in touch on our contact page here, and fingers crossed this should clear everything up 🤞

Peter

[JamesHowarth]

Hi again, similar response from CS but I'm a little more confident, they have my order and it's awaiting stock and it won't be fully active until a phone has been allocated to me, hopefully that's the case, he also gave me a call back text I can use to get through quicker for the next 3 days 👍