topic Re: O2 Switch Up and Pixel 9 Pro Fold Order Issues in Pay Monthly

O2 Switch Up and Pixel 9 Pro Fold Order Issues

JayBurr — Tue, 01 Oct 2024 12:26:19 GMT

I placed a pre-order for the Pixel 9 Pro Fold on the 26th of August, and was given an estimated delivery date of the 4th of September. The device didn't arrive and the status of the order remained "processing".

I was repeatedly assured something would be done and that the back office were aware, and tickets had been raised, and that I would get my device, until the 16th of September when my order was suddenly cancelled without warning.

When I called to figure out why it was cancelled, I was told that it was cancelled because the order got stuck, and I would have to place another. I did that there and then, and was told I would have to wait another three weeks for delivery.

It has been two weeks, and my order is still "Processing".

O2 customer services are giving me the same assurances they gave before cancelling my previous order, O2 Customer Service complaint email address hasn't responded in four days.

I don't know what more I can do to get an answer I can trust, or more importantly, the device I pre-ordered and was released a month ago.

As this is a switch-up and my current/old device needs to be returned, would I get away with the myriad excuses I have been given, for as long as I have been given them?

This is my first attempt at using O2 Switch Up, and disappointed and frustrated are understatements.

Re: O2 Switch Up and Pixel 9 Pro Fold Order Issues

MI5 — Tue, 01 Oct 2024 12:35:54 GMT

Standard for O2.

There's a long thread running on here where others have had the same issues and are still waiting.

Voda do a switch up offer too and we've used it a few times with zero issues. One of the reasons I moved most of my contracts away from O2.

Also, complaints are so busy (go figure) it's taking weeks to respond.

https://community.o2.co.uk/t5/Pay-Monthly/When-am-I-going-to-receive-my-Pixel-9-Pro-XL/m-p/1741766#M281085

Re: O2 Switch Up and Pixel 9 Pro Fold Order Issues

JayBurr — Wed, 02 Oct 2024 09:58:05 GMT

As someone who works in customer service myself, it is absolutely shocking that this seems to be the standard customer experience from them.

Re: O2 Switch Up and Pixel 9 Pro Fold Order Issues

Oxonian — Fri, 04 Oct 2024 19:13:40 GMT

None of the regulars on this forum will disagree with that statement @JayBurr.

Re: O2 Switch Up and Pixel 9 Pro Fold Order Issues

JayBurr — Wed, 09 Oct 2024 16:07:36 GMT

Order still hasn't arrived. Just received this after speaking to an online advisor.

Re: O2 Switch Up and Pixel 9 Pro Fold Order Issues

Oxonian — Wed, 09 Oct 2024 18:10:28 GMT

What did you do @JayBurr ?

There's probably an element of truth in what the advisor has written, but I really don't think that they should be pleading with customers in that way. 👍

Re: O2 Switch Up and Pixel 9 Pro Fold Order Issues

JayBurr — Thu, 10 Oct 2024 08:07:14 GMT

I reported it.

I would never blame an advisor for an issue that wasn't their fault, but esecially after being lied to and told that they can't send custom messages during the wait for my phone, and the fact that I still don't have my phone, I wasn't feeling kind or gracious.

Re: O2 Switch Up and Pixel 9 Pro Fold Order Issues

Oxonian — Sat, 12 Oct 2024 13:51:15 GMT

@JayBurr wrote:
I reported it.

Fair enough @JayBurr. 👍