Upgrade S24 Friday 29th November 2024

Conorpatrick1 — Wed, 04 Dec 2024 18:56:52 GMT

I bought an upgraded phone on Friday last with next day delivery, when i completed the transaction it stated delivered by Monday 2nd December. I received a DPD link stating they had the order registered and were awaiting of the package from O2. Monday came and I contacted O2 via the bot app as the status of my delivery had not changed and i had not received my phone now 3 days later. The bot redirected me to a n actual person who stated that there was an issues with the courier service and was given an instant £10 credit and advised that the phone would be dispatched as soon as possible..

Tuesday 3rd, I contacted O2 on 202 and was then advised that there were issue with the weather which affecting the deliveries, when i challenged this I was advised that there were delays with the courier. I went off the call and rang back as i was confused with the differing reasons that i was being advised of as the DPD tracking still stated that they were awaiting my package from O2. I also checked the DPD website for any service delays and there were not any DPD service issues listed.

I rang back again on 202 and having been messed about and as I've held multiple contracts with 02 for over 20 years and after being messed about i stated that i would be cancelling my order and maybe all my contracts with O2 but still felt that i was being fobbed off.

I went off the call and rang back again and discussed the issues using the termination option with another person who was very polite i explained my situation and that i just wanted a reasonable and not vague or contradictory response to what the issues is and confirmation of when i would received my phone. I was advised that they would look into the issues, i was on hold for a while but then i was advised that there were reported issues over the weekend and that i should received a text within the next 24 hours confirming my order has been dispatched. I was also advised that should i not receive a text within the next 24 hours i should contact o2.

I contacted O2 today after 24 hours after confirming my situation and that what i had been advised and that the courier stated that it had not received the package as yet from o2, I was put straight on on hold and then advised that all orders over the week end from the 29th November were delayed due to logistical issues in the o2 warehouse, I was then advised that i would be required to wait a further 3 days by which time i should have received a confirmation text that my order was being dispatched. I was also advised that i should of received a text explaining that there was a delay and when i explained that I had not received any texts, i was advised that this still may be being sent.

I then asked what would happen if i still had not received my phone and i was advised that i would need to contact 02 and the issues would be escalated. I have then received multiple messages about everything except my new phone order status.

I am still very unclear and not reassured that I know or have been advised as to the actual issue nor am i confident of receiving my phone within the next 3 days. As I've stated after over 20 years of being an o2 customer, multiple contracts for 2, 3 and 4 phones at any one time and god know how much i have actually spent with o2 but i am sure that this in excess of at least 25k+, this is very disappointing customer services for anyone and begs a question of how any customers or what i would consider to be a loyal customer are to be treated.

Re: Upgrade S24 Friday 29th November 2024

jonsie — Wed, 04 Dec 2024 19:16:43 GMT

Obviously stressful and orders have been delayed or not sent frequently

Many posts on here about goods not received

But loyalty means nothing to the shareholders happily looking forward to their Christmas bonuses

There is nothing we can advise as we are merely fellow customers on here and there is no input from O2 staff

Not what you want to hear but you can keep calling them, be patient and wait or cancel altogether

topic Re: Upgrade S24 Friday 29th November 2024 in Discussions & Feedback

Upgrade S24 Friday 29th November 2024

Re: Upgrade S24 Friday 29th November 2024