topic Re: Worried about my order in Z Series

Worried about my order

Cuekillar — Sat, 13 Sep 2014 07:18:48 GMT

Hello, I pre-ordered the Z3 phone 11 hours ago from the sonymobile store, with the offer to get the £90 bluetooth headset for £1 with it. When I finished the process of typing my card details in and verified by visa, I was promptly taken back to the first page again. There was nothing like Thanks for your order or even an e-mail confirming that I had bought it. I checked my bank account and indeed £550 was deducted for Debit card transaction.

I'm just a little worried about what happened as it's a lot of money with no information in return. I cannot find any page to check my order history on the website either. Should I be worried? or will I recieve an e-mail at some point. Really confused here.

Re: Worried about my order

_alexdon_ — Sat, 13 Sep 2014 07:59:01 GMT

To be sure everything went as expected,you should contact sony and they will check for you.Do it after the weekend though:

http://www.sonymobile.com/global-en/support/contact-us/

But didn't you get an email?

Re: Worried about my order

Cuekillar — Sat, 13 Sep 2014 12:03:14 GMT

No, I find it very strange not to have recieved any email. Their website has been going up and down now and then too, maybe that had something to do with it? I usually buy products from Amazon or other websites and with those you get an immediate auto repsonse email to confirm your purchase and thought this would be similar.

I have sent them an email through the "Contact Us" and chose the topic "other" as I did not see any about payment issues, then got an automated one back saying my question has been registered and they will respond within 48 hours.

Maybe I should have tried a live chat with them, or just wait the 48 hours? Hopefully everything will be alright.

Re: Worried about my order

_alexdon_ — Sat, 13 Sep 2014 12:09:08 GMT

It should be.I do not know if they work today,that is the thing.Wait until Monday and if nothing,go for a chat or call.

Re: Worried about my order

Cuekillar — Sat, 13 Sep 2014 12:29:42 GMT

Thank you for your reassuring words, I hope I can get some sleep now. I will give it till Monday then give them a call if nothing seems to be happening. It is probably just a technical error that can be smoothed out. I can't wait to get my finger prints all over the Z3 and give that 2 week Ultra-Stamina mode a test haha!

Re: Worried about my order

_alexdon_ — Sat, 13 Sep 2014 14:01:28 GMT

Yeah,lucky guy!

Re: Worried about my order

Richy_Herts — Sat, 13 Sep 2014 19:55:35 GMT

I ordered mine last weekend and had the same. When I went back, the items were still sat in my basket but my PayPal had been debited.

It was a long wait until Monday morning!

They told me they had received the order and that confirmation would be sent on despatch as it was a pre-release. I'm quite nervous still with 2 weeks (ish) to go and find that despite another request this Friday to confirm my order by email, I still have nothing.

Getting through to the sales line isn't particularly easy either, you have to go via tech support who log your call and often when they go to put you through, there is noone to take your call and they advise you try later.

Maybe we all now expect the service we receive from Amazon but I think it's quite poor not to acknowledge an order.

Re: Worried about my order

Cuekillar — Mon, 15 Sep 2014 11:47:49 GMT

Thank you for that post, I still haven't recieved the e-mail yet from sony about the situation or the confirmation. I'm thinking the confirmation e-mail might come when the date the phone is to be sent, it's strange though... We should've recieved something to let us know we ordered it and that £550 was going to be taken from us.

The 48 hours they said they would endeavour to reply within is nearing its end. I am going to head to bed now as I have work tonight again, then if nothing has been sent to me I will contact them in the morning. Still feeling optimistic

Yes I think Amazon has set a high with their customer service which most other companies are struggling to reach and all their consumers take it for granted now believing that everywhere is the same. If only

Re: Worried about my order

_alexdon_ — Mon, 15 Sep 2014 11:49:29 GMT

The thing is 48 hours starting Monday could be,I do not think they work during weekends.I do hope it all ends well.

Re: Worried about my order

mojiwa — Tue, 16 Sep 2014 19:08:14 GMT

Hey,

I am in the same boat. I got through on chat, and they said that they were having issues sending confirmations due to high demand.

Later on however, I went to their estore and checked out their info page for pre-orders:

I pasted it below:

What happens after I place a pre-order in the eshop?

As soon as you have placed your pre-order, we will reserve the money on your credit card. Once your product is shipped from our warehouse, we’ll send you an email to notify you that your order is on its way. The money is charged to your card at that time.

http://www.sonymobile.com/gb/support/faq/shop/pre-order/what-happens-after-i-place-a-pre-order-in-the-eshop-1/

No mention of an email before that time - which is really weird, I know. Oh well. Hope it helps.

Re: Worried about my order

Cuekillar — Wed, 17 Sep 2014 19:17:12 GMT

I had a live chat this morning too. They were able to confirm my order and give me my order number. Atleast now I have some sort of proof of purchase which is all I was wanting. Hope you guys like your new Xperia Z3's when they arrive

Thank you for all your helpful comments!

Re: Worried about my order

_alexdon_ — Wed, 17 Sep 2014 22:44:12 GMT

Great news.

Re: Worried about my order

Cuekillar — Fri, 19 Sep 2014 16:43:04 GMT

Just received this e-mail from sony, hopefully everyone with the same problems as I did will feel more relaxed. Also thank you Sony, that improvement on your website would be a really great idea!

Dear Customer,

Thank you for your recent pre-order.XXXXXXXXXX.

It has been brought to our attention that the instructions on how to claim the pre-order accessory offer were not clear on our website. If you found this to be the case, we would like to apologise. We are now working on improving this content.

We would like to assure you that the accessory will be included in your order.

Again, our sincere apologies for any inconvenience caused.

Please feel free to contact us at +44(0)8705 237 237 with any question you may have.

Kind regards,

The Sony Xperia™ Support Team

Re: Worried about my order

Richy_Herts — Thu, 25 Sep 2014 19:33:46 GMT

My order has been despatched

...from the Czech Republic....

It's on it's way now which is great news! (Especially when the date on the website said preorders should be despatching 3rd October.)