I ordered a phone upgrade for the other half on Monday as her contract was up for renewal. Iphone 4S. All went through. Thanks for your business, you'll get it in 1-2 days. Nothing yesterday Nothing today Spoke to the online chat thingy to find a tracking number etc and the following is what transpired: You're through to Merlin. Merlin: Hi I'm O2 - Merlin. How can I help? Colin Thatcher: Hi Merlin. I ordered an upgrade for the wife on Monday and was told 1-2 days delivery, which would be today. The "My Orders" still show the status as "In Progress". Is there a delay of some sort or can I get a tracking number? I can't take tomorrow off so hope it will be delivered today. Merlin: I'm sorry for the delay, let me check your account quickly. Merlin: Can I take the order number please? Colin Thatcher: ms-200598924 Merlin: Thanks,let me check this. Colin Thatcher: OK Merlin: Thanks for waiting. Colin Thatcher: No problem Merlin: Colin, I've checked your order status, I'm sorry to inform you that the order is out of stock at present. Merlin: Once the phone comes in stock, we'll dispatch it on priority basis. Colin Thatcher: The Iphone 4S, in White, 16GB that I was informed was in stock at the time of ordering? Colin Thatcher: And as such I took the day off work to wait for the delivery I was told would be today.... Merlin: I'm sorry that you were given incorrect info. but I don't want to make any false commitment. The order is out of stock right now and you'll get it within 3 to 5 working days,. Merlin: As you've placed order on 08th Oct you'll receive the order within 5 working days. Colin Thatcher: Can I go to my local store and collect it from there instead? Merlin: Colin, I do understand your concern for you new iphone. Yes you can collect it from any of your nearest O2 shop. Merlin: You just need to contact our 7 days return team and cancel your order. Colin Thatcher: What information would I require to make this as uncomplicated as needs to be? Colin Thatcher: I thought it was 14 days return? So, you mean I would need to go to your store and order a new phone, then call the returns team and cancel my existing order? Merlin: You just need to contact our 7 daysreturn team on 202 free from your O2 phone and give them your order number to cancel the order. Merlin: There's no charges for cancelling the contract within 7 ddays. Colin Thatcher: It's not so much my 'Concern for you new iphone' but more of lose of wages waiting for a phone that is not going to arrive, regardless of whether I was told it would or not? Merlin: Colin, I understand and I'm really sorry for the false commitment, I'd have given the same comment but I don't want you to wait any more for wrong reason. Merlin: Your order will take 5 working days to arrive. Merlin: Once the order is dispatched you get the confirmation email and text. Colin Thatcher: Looking at your online shop @ www.o2.co.uk purchasing a new iphone 4S, going to the checkout it tells me the phone will be delivered in 1-2 days. Nothing about not having any stock. Merlin: Yes that ture. Merlin: The order was available but now its out of stock. Colin Thatcher: Surely then, if it was in stock at the time of ordering it would have been assigned to me? Merlin: Yes, I really apologize for that. Colin Thatcher: So, the phone I ordered, My phone, has been given to someone else instead? Merlin: In this case, I'd request you to contact our Upgrades team and they'll check this for you. Colin Thatcher: I appreciate that it is not your fault but both the CSR and your website shop both have not mentioned lack of stock. Merlin: That's true. Colin Thatcher: I will call the upgrade team, but I imagine the conversation will be much like this one. Merlin: Shall I help you with the number to contact our Upgrades team? Merlin: They can help you with the stock details, as you've ordered online. Colin Thatcher: Yes please. Merlin: Sure. Colin Thatcher: I ordered over the phone, not online. Merlin: Yes that's online as well. Merlin: You can call us on 0844 809 0202 between Monday to Friday 8am to 9pm, Saturday 8am to 8pm & Sunday 8am to 6pm. If you dial 202 from any O2 Pay Monthly mobile it would be free of charge. Colin Thatcher: Thank you for your assistance, although unfortunately over-all this is terrible customer service from O2 So, I don't think the bloke knew what I was on about or actually had any answers except "it's not in stock". Typical O2. Now the joy of telling the missis....... :help-sos: :crossed
I had a similarly frustrating 'chat' with eBay live help. I asked if they were working from a script and heard no more - I think they blew up.
I can't see what all the fuss is about. It's to be expected nowadays. That's life. For me, it's always a pleasant surprise when things go right, first time. Mate, you think these O2 folks are bad? Try calling and dealing with organisations like HMRC every day of the week and you'll realise just how wonderful some companies, like O2, really are.
I just find it bemusing, you have the stock or you don't. Simple really. Turns out after a phone call, as the missis is jumping up and down, that it could take 21 days as O2 don't supply the phone's anymore, Carphone warehouse do. Quick check with CPW stock checker, yup they have them in stock. This is for the 4S, not the 5. Apparently I can get the 5 in 3 weeks. I don't know, these 1st world problems we have...........
I did exactly the same thing last month when I upgraded Katie to a 4S - but with Orange Ordered it on the Thursday - arrived on Saturday ... They even txted her on Friday to say sorry about the delay - which rather ruined the surprise but hey
I ve spoke to O2 about a iPhone 5 today It's 2 weeks if I have in on a 12 month lease 4 WEEKS if I want it on a 24 month contract !!!!!
I had to send my iphone back so they could resend it out as they had put me on a the wrong contract and the computer would not let them change the contract to a loyalty one unless I returned the phone as a cancellation and enter a new contract - seriously : Still did and they refunded the post but how stupid
If only I could show you the texts I'm getting from the lady! And she kisses her mum with that mouth. Lol
What a shoddy customer experience Col, bet that the other networks aren't much better But spare a thought for the poor lad who's name is Merlin. Probably started life with such high hopes....then ends up at O2 chasing lost phones
Not even chasing lost phones, just reading from a script. Hence why he didn't actually answer any questions.
I guess you should count yourself lucky you got someone who could speak understandable English. Our telcos all use off shore call centres & sometimes their English language skills leave a hell of a lot to be desired.
It used to be all our telcos plus many others were based in India, which wouldn't be a problem as Indians can speak pretty good English, except the ones that were hired as telephone reps....
Here's my plan. Although I work from home I am sometimes out. Never wait in for anything. If it arrives when i'm out I just phone the deliverer and rearrange delivery to a day that suits me. Always works. If its Royal Mail I just call at the sorting office next morning. Patience is a virtue.
