topic Re: Are cancellation requests done by customer service usually successful? in Discussions & Feedback

Are cancellation requests done by customer service usually successful?

jaygee25 — Sat, 21 Dec 2024 12:41:30 GMT

I really am at the end of my tether with o2.

I want to cancel the phone I have been waiting ages for as i need it ASAP as my current phone is literally on its way out now, only half the screen works. I would order a new one from Amazon and get it tomorrow!

However o2 say they can only send a 'cancellation request' and it will take 5 working days to find out if its successful as my order is so far along the 'processing' stage. Well its either despatched or its not?! Why cant I find out today if it can be cancelled. Anyone else had any experience with this and would it be possible to cancel the order completelty at this stage?

I am worried about receiving it and going through the return process as knowing what a shambles o2 are at the moment, im concerned something could go wrong at that stage.

Re: Are cancellation requests done by customer service usually successful?

jonsie — Sat, 21 Dec 2024 12:59:50 GMT

Looks like you should contact the sales team as they can help with that – message them on Social Media if that works best for you

Click Here For Social Media Support Links VirginmediaO2

Or you can call them from 8am to 8pm on 0808 002 0202 or 0800 081 0255

Re: Are cancellation requests done by customer service usually successful?

jaygee25 — Sat, 21 Dec 2024 14:28:40 GMT

If this is the same as the live chat on the website, then I have already communicated with them and it's as if they are reading from a script.

Re: Are cancellation requests done by customer service usually successful?

Bambino — Sat, 21 Dec 2024 14:46:51 GMT

@jaygee25 This is a customer community. You need to speak to O2 customer service or the sales team.

How to find help & contact O2: A Guide - O2 Community

Re: Are cancellation requests done by customer service usually successful?

Oxonian — Sat, 21 Dec 2024 17:01:18 GMT

If I was in your position @jaygee25, I would use the social media links as provided to you by @jonsie. The social media sales team are based in the UK and have a reputation for solving customer problems. 👍

Re: Are cancellation requests done by customer service usually successful?

jaygee25 — Sat, 21 Dec 2024 20:11:45 GMT

Thanks for info, I did message them on Facebook earlier but am yet to get a reply, I have been led to believe o2 do not work weekends and do not despatch orders weekends, I hope to god thats not true considering the current circumstances!

Re: Are cancellation requests done by customer service usually successful?

Oxonian — Sat, 21 Dec 2024 20:26:47 GMT

The social media team do work weekends @jaygee25 ; they typically take 24 hours to respond.

Do ping them reminders until they revert to you ! 👍

Re: Are cancellation requests done by customer service usually successful?

pgn — Sat, 21 Dec 2024 20:48:11 GMT

With the caveat, @Oxonian, that DMs are preferred when using X:

The link to DM O2 using X is in the list of options for reaching out to the O2 Social Media Team in this guide:

And Messenger for FB, it seems.

Re: Are cancellation requests done by customer service usually successful?

jaygee25 — Sun, 22 Dec 2024 14:20:36 GMT

Unfortunately the social media team seem to be following the same script as the app live chat and I am getting absolutely nowhere!

I worry alot about creating a 'return' when the phone does finally arrive, considering the current shambles O2 seem to be, I feel like something will go wrong and I'll be lumbered with a contract...

Re: Are cancellation requests done by customer service usually successful?

pgn — Sun, 22 Dec 2024 14:35:34 GMT

@jaygee25 - https://www.o2.co.uk/help/device-and-sim-support/returning-your-device

Looks like there is an extended return period operating for devices ordered between 07-Nov and 24-Dec-2024:

Can I return a faulty device after the first 30 days?

If you bought your device as a gift between 7 November 2024 and 24 December 2024, you may be eligible for an extended returns period up to and including 8 January 2025.

All contact numbers and opening times here if you need them:

https://www.o2.co.uk/contactus

Good luck!

Re: Are cancellation requests done by customer service usually successful?

empressmittens — Fri, 10 Jan 2025 14:53:58 GMT

I had the same problem before Christmas...upgraded to a like new Samsung S24 Ultra, then found out that it would have been cheaper to order new! Contacted them immediately to cancel the order, was told it was too late...and then waited 15 days for it to be delivered!

Sent it back on 27/12/24, still waiting for the return to be processed so I can order something else...