topic Re: Xperia Z1 headphones in Android

Xperia Z1 headphones

Anonymous — Mon, 23 Sep 2013 09:24:52 GMT

Thought I would start a new thread to ensure the info is kept on topic.

As you know the headphones were missing from our z1 boxes.

Some people have gotten credit, others told the headphones have been ordered.

I was told (phone and web chat) that the headphones could only be ordered as they do not give credit (inconsistent!) so this was fine as I wanted the headphones....

A day later I got an email saying they are out of stock so please go into a store and pick them up free of charge...

This sounded strange as I was sure stores wouldn't do this, called a store this morning and sure enough they don't do this. All they could do was order them for me and they come from the same warehouse as customer service order from!!!

The misinformation coming out of O2 is rather worrying so far....is it always like this?

Re: Xperia Z1 headphones

Anonymous — Mon, 23 Sep 2013 09:41:18 GMT

Hi,

First I understand your frustration as this kind of thing has happened to me too.

To be fair you have contacted one store and received one answer.

If you ask for an official e mail / or take the one you have from o2 stating you are permitted to walk into a high-street store, then they are duty bound to give you a set.

Are they sold separately is the key here.

If so first ask if they have them in stock. If so say no more and walk in with the e mail.

Re: Xperia Z1 headphones

Anonymous — Mon, 23 Sep 2013 09:51:14 GMT

Just to confirm, tried a few stores after the first one. All said the same.

I do have the official email and I am the phone to CS now and they are 'lost for words' as to why I was advised to go to a store and they can see the email also....yet have no idea why this would have been sent.

They are sorting it out now for me. Must depends who you speak to it seems...

To confirm tho the email will NOT be accepted in a store, they simply cannot do it for any orders handled out of a store.

Re: Xperia Z1 headphones

Anonymous — Mon, 23 Sep 2013 09:52:38 GMT

Having just got off Live Chat, I can confirm that I was told I would need to head to my local O2 store and purchase the Z1 headphones. The store would then fax the receipt to O2, who would credit my account.

I am hoping I won't need to purchase anything, and that a record of my pre-order should be enough to warrant them simply handing the headphones over.

Re: Xperia Z1 headphones

jonsie — Mon, 23 Sep 2013 09:56:58 GMT

I'm of the mind that O2 should supply them directly from Sony and post them out to you. It doesn't seem right that you have to buy them and await the credit on your account.

Re: Xperia Z1 headphones

Anonymous — Mon, 23 Sep 2013 09:57:15 GMT

Being told he only way is to check stock in stores, then credit your account for how much hey cost and you then buy them yourself..

Re: Xperia Z1 headphones

Anonymous — Mon, 23 Sep 2013 10:01:32 GMT

What a stupid way of resolving the issue.

Stores obviously protecting their stock and margins ?

If they are sold separately then it has to be a case of being handed them, and the store transfers the movement of stock to o2's central office ?

I'd esculating this to a complaint.

Re: Xperia Z1 headphones

jonsie — Mon, 23 Sep 2013 10:05:16 GMT

Not the way to conduct business and keep customers happy at all. I too would be making a complaint. It would help if O2 and the stores actually communicated with each other.

Complaints Review Service | Support | O2

Re: Xperia Z1 headphones

Anonymous — Mon, 23 Sep 2013 10:07:01 GMT

@Anonymous wrote:
I'd esculating this to a complaint.

Well, if my local store don't provide the headphones, I may well do that.

My issue is that I don't want them to credit my account; if I pay (for example) £20 for some headphones, I would want them to refund it to whatever card I used to purchase said headphones. I certainly don't need, or want them knocking it off my next bill.

Re: Xperia Z1 headphones

Anonymous — Mon, 23 Sep 2013 10:07:11 GMT

A 'hot potato' scenario that nobody wants to keep hold of.

😞

Re: Xperia Z1 headphones

Anonymous — Mon, 23 Sep 2013 10:10:19 GMT

Ok sorted, in a way which is acceptable I think.

Firstly £10 credit to say sorry, nice touch.

Secondly lovely lady called around all local stores again to check physical stock, found some stock for me.

The headphones (official sony) are £39 she has credited this to my account immediately as well. I go and buy the headphones an data. Convenient time I can call back and they will refund that £39 credit to my card.

Re: Xperia Z1 headphones

Anonymous — Mon, 23 Sep 2013 10:17:27 GMT

@Anonymous wrote:
The headphones (official sony) are £39 she has credited this to my account immediately as well. I go and buy the headphones an data. Convenient time I can call back and they will refund that £39 credit to my card.

That's a bit of a long haul, but it works, I suppose.

I guess I'll have to give CS a call if my locla O2 store can't/won't simply provide the headphones.

Re: Xperia Z1 headphones

jonsie — Mon, 23 Sep 2013 10:18:06 GMT

At least you spoke to someone who was prepared to go that extra bit to help rather than the first scenario you got. Good result in the end.

Re: Xperia Z1 headphones

Toby — Mon, 23 Sep 2013 10:18:24 GMT

Hi 1980b,

I'm glad you've had some sort of resolution, but i'm looking into this to see if i can find our some more info for everyone.

Whereabouts is the stock that the lady you spoke to found?

Re: Xperia Z1 headphones

Anonymous — Mon, 23 Sep 2013 10:22:07 GMT

@jonsie - yep breath of fresh air when you speak to a helpful person!

@toby - I'd suggest some sort of communication within O2 to make everyone aware what they need to do. the lady I spoke to was checking withy her manager and stores and really good. The headphones/headset are all store specific so really depends where the customer lives as to where they can go to purchase them. Seems there is no way to check stores stock without calling 😞

Re: Xperia Z1 headphones

Anonymous — Mon, 23 Sep 2013 10:50:30 GMT

Things do go wrong sometimes and the way I look at this is it's what's then done to put it right that counts.

A good result that should have been simple to resolve in the 1st place.

Re: Xperia Z1 headphones

Anonymous — Mon, 23 Sep 2013 11:10:55 GMT

@Anonymous wrote:
Things do go wrong sometimes and the way I look at this is it's what's then done to put it right that counts.

A good result that should have been simple to resolve in the 1st place.

Indeed. This looks to me to be nothing more than a simple shipping error; annoying, granted, but nothing to fret about. As you say, it's how O2 deal with the situation that counts.

Re: Xperia Z1 headphones

Toby — Mon, 23 Sep 2013 12:28:04 GMT

Good call 1980b, I'll pass that on to my colleagues who are investigating it.

Re: Xperia Z1 headphones

bluecircus — Mon, 23 Sep 2013 15:05:18 GMT

I called about my lack of earphones today, and have since been emailed to say that my "Monster iBeats by Dr Dre in-ear headphones" (worth £80, so Google tells me) have been sent out and will be with me tomorrow.

Which is nice. Inconsistent with what everyone else is saying, but nice.

Re: Xperia Z1 headphones

Anonymous — Mon, 23 Sep 2013 15:38:04 GMT

@bluecircus wrote:
I called about my lack of earphones today, and have since been emailed to say that my "Monster iBeats by Dr Dre in-ear headphones" (worth £80, so Google tells me) have been sent out and will be with me tomorrow.

Which is nice. Inconsistent with what everyone else is saying, but nice.

I was not offered this, I was offered only the sony ones retailing at 39.99 in their stores and I have to go to the store and buy them myself 1st.