topic Re: Tracking a phone you've ordered in Pay Monthly

Tracking a phone you've ordered

Anonymous — Thu, 04 Jun 2015 15:32:27 GMT

I recently ordered a new phone from O2, paid for it outright. It was meant to arrive on Monday originally (paid premium for it), didn't. Then they told me Tuesday....which it didn't. And it didn't come yesterday either. Upon contacting customer services they checked and said that UK Mail had picked up my phone but they had no info on it from there. Now the ridiculous thing is that they never provided me with a tracking number and the helpline didn't have it on hand either. They did say they would contact some other customer services team to try and find my tracking number but so far I have not heard from them. I find this unbelievable that they'd send of a £500 phone without getting a tracking number for it that they could give me. Has anyone had a similar issue and how was it resolved? Right now I'm down 500 pounds and without a new phone to show for it.

Re: Tracking a phone you've ordered

MI5 — Thu, 04 Jun 2015 15:39:56 GMT

It's very common with online orders as I'm afraid the o2 system is crap. If you don't have a tracking number it means it hasn't been dispatched which means the phone is out of stock.
You might get it eventually but you are better off cancelling the order and going into an O2 shop to get your phone.

Re: Tracking a phone you've ordered

Anonymous — Thu, 04 Jun 2015 16:19:18 GMT

Well O2 has told me specifically that it has been dispatched and I even got a text from UK Mail saying that they'd be delivering that day (though it never came). Not sure if I can really cancel the order seeing as my credit card has already been charged for the cost of the phone.

Re: Tracking a phone you've ordered

Anonymous — Thu, 04 Jun 2015 16:29:46 GMT

You need to take this up with O2.

Do let us know how you get on

Re: Tracking a phone you've ordered

MI5 — Thu, 04 Jun 2015 16:56:43 GMT

You can cancel at any time upto 14 days after you receive the phone.
Also, remember it is o2's responsibility until you receive the phone so any chasing should be done by them, not you and regardless of the automatic system generated message you received from UKMail, without a tracking number, it ain't in the delivery system, I'm afraid.

Re: Tracking a phone you've ordered

Bambino — Thu, 04 Jun 2015 17:06:13 GMT

The problem is that O2 already have the OP's money. Yes he has 14 days to cancel, but it could take another 14 days for O2 to refund the purchase.

Re: Tracking a phone you've ordered

MI5 — Thu, 04 Jun 2015 17:10:49 GMT

Most likely will take the full 14 days and should be credited back to the card it came from.

Re: Tracking a phone you've ordered

Anonymous — Thu, 04 Jun 2015 17:18:01 GMT

Well the thing is what I really want is the phone, not just my money back. Plus from speaking to O2 it seems that from their end they've handed the package over to UK Mail and it is with them that I need to track my phone down with.

Re: Tracking a phone you've ordered

Cleoriff — Thu, 04 Jun 2015 17:20:20 GMT

@Anonymous wrote:
Well the thing is what I really want is the phone, not just my money back. Plus from speaking to O2 it seems that from their end they've handed the package over to UK Mail and it is with them that I need to track my phone down with.

Sorry but O2 are just copping out on this. Until you get the phone is is down to O2 ...not UK Mail..

Re: Tracking a phone you've ordered

MI5 — Thu, 04 Jun 2015 17:34:48 GMT

@Anonymous wrote:
Plus from speaking to O2 it seems that from their end they've handed the package over to UK Mail and it is with them that I need to track my phone down with.

That is complete rubbish and you can't track it without a tracking number anyway !

Re: Tracking a phone you've ordered

jonsie — Thu, 04 Jun 2015 18:03:43 GMT

Another monumental cockup...O2 or UK Mail? Who knows but as said, it's O2's responsibility to get the phone to you, certainly not up to you to chase it up. Insist o2 sort it.

Re: Tracking a phone you've ordered

Anonymous — Thu, 04 Jun 2015 21:08:20 GMT

I'm having the same problem. O2 have changed my tarrif already but I am still waiting for my new phone - we're on day 5. Have checked the tracking number on UK mail and it's 'been delayed' with them since 1st June. Not impressed with O2's tracking system at all. So O2 are no help and neither is UK mail, phones in limbo somewhere. Should have gone to Tescos!

Re: Tracking a phone you've ordered

MI5 — Thu, 04 Jun 2015 21:16:30 GMT

We always advise in store to anyone who asks here first.

Re: Tracking a phone you've ordered

jonsie — Fri, 05 Jun 2015 06:54:58 GMT

Buy something online from any other national company and its usually simple and straightforward, shame O2 continue to let their customers down by using UK Mail.

Re: Tracking a phone you've ordered

Anonymous — Fri, 05 Jun 2015 15:02:42 GMT

So my saga continues. I called O2 Customer Services/chatted to them online on 3 separate occasions trying to get a status on my delivery. Each time they said they'd investigate it and would call me back...but never did.

Though oddly enough on all of these occasions the customer service person was very surprised to see on their system that something had been dispatched but there hadn't been a tracking numbered entered onto the system.

Finally on the 4th try I got through to someone more useful who actually called up UK Mail and said that delivery had been attempted but was unsuccessful. Which is of course b.s since I live in an apartment complex where we have a concierge and every other delivery company leaves their stuff there if they can't deliver it direct so I have no idea what happened.

They then told me that UK Mail will be re-attempting delivery tomorrow between 9-5. I was given a reference number for UK Mail which I then tried to use to call them direct and just check for myself....but was then told by UK Mail that that is not a valid reference number. Guess I'll just be waiting for my phone tomorrow and hoping for the best.

In any case this is the worst customer service I have ever experienced. I had paid premium for next day delivery and almost week later it's still not here with nobody being very helpful. Were this a £10 T-Shirt I wouldn't care but this is a £500 telephone we're talking about.

Re: Tracking a phone you've ordered

Anonymous — Fri, 05 Jun 2015 22:47:33 GMT

in my opinion they should use Hermes Ive used them a couple times for some stuff & i have found them to be very quick & reliable

even came back the next day on one occasion

Re: Tracking a phone you've ordered

Cleoriff — Sat, 06 Jun 2015 05:46:08 GMT

Hi @Anonymous

Re UK Mail and 'delvery attempted' excuse..this is the most common one they come up with. As you say it's an absolute pack of lies. With so many people complaining of the same thing, I am amazed that O2 still use this poor excuse for a company. DPD are vastly superior in every way. Their communication chain is brilliant Email morning of delivery...giving an hours time slot...Never let me down yet. I expect using a service like this would mean O2 paying more though... Hope you get it today ..

Re: Tracking a phone you've ordered

jonsie — Sat, 06 Jun 2015 07:51:58 GMT

O2 use the cheapest option so things going ass up is to be expected unfortunately.

Re: Tracking a phone you've ordered

Anonymous — Sat, 06 Jun 2015 08:03:57 GMT

Well that's just the thing: I paid for the delivery explicitly so for O2 is a straight passthrough cost. I'd happily pay a few pounds more if I got more quality delivery.

Re: Tracking a phone you've ordered

Anonymous — Sun, 07 Jun 2015 10:04:03 GMT

This just keeps getting more ridiculous:

After calling customer services for what must have been the 7th time or something they seem to be unable to track down the order themselves as there is no reference number attached to it. They said they'd tried to get in contact with UK Mail but UK Mail's systems are down so as of now, there is no way at all to track my phone.

The customer service agent did give a glimmer of hope by saying that if this thing really does turn out to be untrackable then they'd send a replacement phone.

I'm not sure which part of the supply chain messed up here, O2 or UK Mail but in any case ordering something from O2 for next day delivery has turned into a potential next week delivery for me.