Same issue here. Just lies lies and more lies. Have raised a complaint now. I so badly want to go to another network but don't think that would get me the phone any quicker.. and in my experience all of the network providers are the same - just appalling service. My complaints goes:
Hello.
I would like to raise a complaint and for it to be taken through your normative complaint resolution procedures.
My device number is: XXXXXXXXXXX and my complaint relates to order, id: XX-XXXXXXXX
For context and clairity I will offer a brief outline of the narrative for how my dissatisfaction occured and then the main points I would like addressed.
I placed an upgrade order for the iphone 7 plus 256gb on 9/09/2016, for which I paid £60 upfront. At the time of the order I was informed that the device would be with me within 2 weeks (that there was a 2 week waiting time) however I would get regular updates along the way. As I had not received any information regarding the order by the 19/09 I decided to check with the o2 chat service to see how the order was progressing. On this session an operative by the name of **** explained to me that my order was due on the 16/09 however there had been a 4 day delay, as such I would receive an email on 20/09 that will include dispatch details that would allow me to track my order. With this I asked if the order would be with me on the 21/09 to which **** did not reply to a negative but restated that my delivery details would be sent out on the 19/09
Understanding that this would likely mean that my order would be delivered the day after - as the agent **** had said there was a 4 day delay and that I would receive the dispatch details on the 20/09 I made the logical assumption that it would indeed arrive on 21/09 - as such I moved some meetings with clients to ensure that I could be at home all day so as to not miss the delivery. The email on the 20/09 did not come on the date as promised and of course neither did the phone on the 21/09.
Knowing this would be the case I called the customer services department on the morning of the 21/09 so as to discuss why I was told that my order was due on the 16/09 and that there had been a 4 day delay and that I would receive an email with delivery confirmation on the 20/09. The first operative I spoke to named **** could not answer these questions however she did arrange for me to be called back by a complaints advisor. With this I asked O2 if they could email the transcripts of the web chat I had with **** and she said she could.
My call from a complaints advisor came shortly afterwards (approx 12:15 pm 21/09) from a person called ****. **** advised me that she doesn't know why I was told the information by ***** as it wasn't true, and what I should have been told was that an update info text/email was due to be sent on the 20/09 but is now due on 22/09. **** informed that she would pass my comments back and that was all she could do for me. When I asked how o2 will recompense me for my lost time and inconvenience she said o2 could not do that (a point that becomes important later) and that it is not their fault that I rearranged my scheduled based on the information from ***** - even though I explained to her the nature of the chat and the fact that she was reading the transcript at the time. I then informed ***** of the fact that **** had promised to email me transcripts of the chat with **** and that I hadn't received them yet - **** informed me that they will not send them and very poorly, with no instructions on the functions, explained that I have to request this information some how (which is strange as that is what I thouht I was doing).
I informed **** that I wasn't happy with this service and asked her why I should be an o2 customer - she said that it wasn't her job to convince me to be an o2 customer and that it was up to me where I took my business. All in all the call with **** is one of the worst customer experiences I have ever had and I am now very close to choosing to take my business elsewhere.
So the issues I need addressing and the questions I need answering are as follows:
- Why was I told at the point of sale that I would receive my order in 2 weeks if you did not have the physical stock to meet this promise?
- Why is it not clear at the point of sale whether the 2 week time frame starts from the point of order or the point of the device release date?
- Why had I not received any information as to the status of my order, over 1 week after ordering - which left me to take the initiative and contact you to check?
- Why did the advisor named **** tell me that my device was due for delivery on 16/09 and that it had been delayed by 4 days?
- Why did the advsor named **** tell me that I would receive delivery notification on 20/09?
- Why did the advisor named **** not explicitly give a negative response when I asked if I would receive the device on 21/09?
- Why did I not receive the promised notifications on the 20/09?
- Why did your advisor named **** tell me that she could email transcripts of chat if she couldn't?
- Why would the advisor named **** not send me the transcripts when I requested them?
- Why did the advisor named **** not take responsibility and aknowledge the fact that the misinformation from o2 has casued me significant inconvenience?
- Why did the advisor named **** tell me that o2 could not recompense me for any time lost or inconvenience, when another customer with a similar issue had received a credit on their account after making a similar complaint? (a fact I discovered only this evening after looking through o2 community forums. see: http://community.o2.co.uk/t5/Apple-iOS-Devices-iPhone-iPad/Iphone-7-deliveryy/m-p/1000554/highlight/...
I would appreciate a speedy response to m issues here as it may well be the deciding factor as to whether I continue to be an o2 customer. I feel completely let down by the customer service and that I have been lied on at least 2 occassions.
From this I expect a detailed explantion as to my points above and further detail on how o2 are going to compensate me for my lost time, inconvenience and how o2 plan to repair this fractured relationship to ensure you retain my business.
Regards.
