topic Re: o2 ARE LIARS !! in Apple

o2 ARE LIARS !!

Anonymous — Tue, 07 Oct 2014 12:55:10 GMT

Apologies for the dramatic subject line, but I am fuming. I really am.

I'm not an inpaitent person and I very much understand the strain companies can be under at times where demand for their product is high. However this does not excuse a company for not keeping their customers informed correctly.

When I placed my order on the 23rd of September, I received an email saying the order was being processed and my phone would be dispatched shortly. It also stated online that it would take 'up to' 14 days.

The 14th day is today - The livechat assistants at o2 just tell me that the order was out of stock at the time I requested it. If that was the case, why didnt it say so online?! If that was the case, why tell customers they will receive it in up to 14 days? If that was the case, why send me an email the same day saying the order is being processed and will be dispatched "shortly"? The definition of "shortly" my dear o2 managers is NOT 14+ days for crying out loud !!!!!!!!!

Each time you speak to a different team member you get told a different thing. How difficult is it for o2 management to have kept a spreadsheet or something showing what date they are up to so far and in turn allow their staff to give good, accurate updates.

I never have any issues with o2 apart from when it comes to getting new phones. Last time they messed up my girlfriends order and this time with my phone they are keeping me in the dark.

It isnt acceptable to take a customers money, say 14 days, and then change the message online to 4-6 weeks and fob then off with 'its coming soon', 'it will be sent asap'. It's a total failure in customer service.

If I dont get the phone dispatch message within the next 48 hours I'm going elsewhere. (P.S - I know people have been waiting a lot longer than I have, but that adds to my anger as I know how long people are being made to wait and it's a hell of a lot longer than the 14 days promised!!!)

Re: o2 ARE LIARS !!

viridis — Tue, 07 Oct 2014 12:48:18 GMT

If it's an iPhone 6 especially space grey, it's because apple can't fulfill orders quick enough and leaving networks dry.

Re: o2 ARE LIARS !!

Anonymous — Tue, 07 Oct 2014 12:49:55 GMT

It is the 64gb space greay iphone 6 yes. If there's an issue with stock, they shouldnt promise 14 days. If I knew it was going to take this long I wouldnt have bothered.

Re: o2 ARE LIARS !!

viridis — Tue, 07 Oct 2014 12:54:13 GMT

A lot of people in same boat as you, understand where your coming from I really do and with so many of these orders requiring deposits it is not good. But to be fair, o2 were selling based on the promises of apple distribution which normally runs well each year, this year was different with both far more orders and far more for the one colour.
It's not just o2 I'm not sure many places at all have space grey right now, they all waiting for same delivery.

Re: o2 ARE LIARS !!

viridis — Tue, 07 Oct 2014 12:55:39 GMT

There are many others discussing the problems here
http://community.o2.co.uk/t5/Apple-iOS-Devices-iPhone-iPad/iPhone-6-PreOrder/td-p/703503

Re: o2 ARE LIARS !!

Anonymous — Tue, 07 Oct 2014 12:58:19 GMT

Yep, I know a lot of people are in the same situation. I've read that some people have been waiting since launch week!

The wait itself is not what's making me angry, I am angry at being told 14 days originally when realisticly it's going to be a lot longer than that. When you put things online, they have to be accurate. I would much rather have seen a 'sorry out of stock' message, than be lied to about 14 days, pay £200.00 upfront and 14 days later have no certainty about what's going on.

Its disgusting.

Re: o2 ARE LIARS !!

Anonymous — Tue, 07 Oct 2014 13:00:25 GMT

This does happen with other models of phones too. Showing in stock and then out after ordering. Communication is key !

Apple have iPhones in their stores. I ordered mine on their website at midnight and collected the following day !

You can make your feelings known officially here http://www.o2.co.uk/how-to-complain/complain

Re: o2 ARE LIARS !!

Anonymous — Tue, 07 Oct 2014 13:02:40 GMT

Hi @bandofbrothers.

Yep, I'm aware dealing with Apple direct is much better and I found this out today. In speaking to Apple they told me an exact date I could expect the phone to be dispatched. So if I dont receive anything from o2 in two days I'm going direct - And I wont be using o2's call plan if I do out of spite for their awful service.

Communication is absolutely the key as you said in your post. o2 do not communicate well at all.

I did send an email complaint following the info I read of other people's experiences but I was just told they couldnt advise me of a date.

Useless.

Re: o2 ARE LIARS !!

Anonymous — Tue, 07 Oct 2014 13:06:42 GMT

I'm being given different information each time I speak to someone. There is no sympathy, no attempt at an explanation and no inkling as to what is actually happening with my order. The service is diabolical and it shouldn't be allowed, I am thinking of making an official complaint to the company over their handling of the situation. I am well aware that demand is high but I know of other networks that are keeping their customers informed and actually being apologetic and sympathetic and doing all they can to fulfil orders.

It seems O2 are just sitting on their hands or twiddling their thumbs hoping we'll all just accept the fact that they are holding large sums of our money and not giving us anything to go on...at all.

Never thought I'd see the day I was negative about O2 as they are one of the only company's I have ever had nothing but praise for with regards to customer service. But as I've stated in other threads, it seems a lot has changed.

Re: o2 ARE LIARS !!

Anonymous — Tue, 07 Oct 2014 13:13:03 GMT

Theirs a thread still running on MacRumors about Uk Orders from various Networks.

It does seen that many are still having supply issues across the board.

We don't know what conversations the networks have with Apple and it's all to easy to suggest the manufacturer is artificially creating this.

I wouldn't blame you following the complaint link. Some have and then actually received communication shortly after saying its in its way.

Happened with orders for the iPad Air.

Re: o2 ARE LIARS !!

Anonymous — Tue, 07 Oct 2014 13:19:37 GMT

@Anonymous problem is its following the complaints procedure is it tells you to use live chat or phone. The two things we all seem to have been doing. I shall be calling them again later and asking to make an official complaint about the matter and see if they listen then. If not will take it further. But thanks for the link to it anyhow.

Re: o2 ARE LIARS !!

Anonymous — Tue, 07 Oct 2014 13:21:24 GMT

Got mine from Apple direct on pre order, stated 3-4 weeks delivery, arrived within 3 weeks direct from China. OK had to pay full cost for phone £789, but that is still cheaper than O2 who say that it's 0% APR on the cost of the phone over 2 years, but they charge you £100 more for it! Soon as my contract is up, I'm off to Sainsburys payg, far cheaper than anyone else.

Re: o2 ARE LIARS !!

Beenherebefore — Tue, 07 Oct 2014 13:24:13 GMT

They aren't necessarily liars, but historically O2 are very poor communicators and I'm surprised that the public have not made themselves aware of this.

Just a quick search of this Community's posts will reveal how long O2 have been guilty of poor communication

http://community.o2.co.uk/t5/Apple-iOS-Devices-iPhone-iPad/how-to-check-iphone-availability-after-9pm-at-each-apple-sto/m-p/14747/highlight/true#M11253

http://community.o2.co.uk/t5/Apple-iOS-Devices-iPhone-iPad/Now-I-ve-calmed-down-E-mail-to-O2/m-p/8514/highlight/true#M5214

http://community.o2.co.uk/t5/Apple-iOS-Devices-iPhone-iPad/3GS-available-on-O2-Open/m-p/53901/highlight/true#M27985

http://community.o2.co.uk/t5/Apple-iOS-Devices-iPhone-iPad/3GS-available-on-O2-Open/m-p/53908/highlight/true#M27992

http://community.o2.co.uk/t5/Apple-iOS-Devices-iPhone-iPad/New-iPhone-Virus/m-p/65299/highlight/true#M35716

http://community.o2.co.uk/t5/Other-Devices-Nokia-Blackberry/HTC-HD2-aka-Leo-launching-on-O2-UK-October-12th/m-p/77155/highlight/true#M10383

Note these posts are from 2008 and 2009 !!!!!

Re: o2 ARE LIARS !!

Anonymous — Tue, 07 Oct 2014 13:27:17 GMT

You can e mail from here :

complaintreviewservice@o2.com

Which is within the link.

Re: o2 ARE LIARS !!

jonsie — Tue, 07 Oct 2014 13:32:53 GMT

I would imagine they are inundated with complaints about this but there are even threads with people having the exact same issues with the Moto 360 which we are now told will be 3-4 weeks. Year on year there are the same problems which is why I would never pre-order a phone from a network or order until stocks are readily available.

Re: o2 ARE LIARS !!

L_W_Ward — Tue, 07 Oct 2014 13:35:41 GMT

I was lucky with my iPhone 6 Plus. I really wanted the silver one becasue the black ones look terrible after a month or two. I've seen plenty of friends 5's & 5s's with dints, bangs, scrapes and more.

Also I said I would only get the 16GB becasue I always buy top spec and I don't need it. I can stream my music via iTunes Match, my photography is on Flickr and I have all the games I need on my tablet and Mac. This saved me £50 up front and £5pm

So with this in mind I walked in store, said what I wanted, they had two in stock, I argued for my discount to be transfered over to the new account, got told no, begged for a discount, attractive lady said she really can't, walked away with the phone and new contract.

They did say that any other model and make was almost improssible to get and they can't predict stock.

Re: o2 ARE LIARS !!

Cleoriff — Tue, 07 Oct 2014 13:50:25 GMT

After reading so many posts on here about the online ordering practices of O2... then something needs to be done quickly..

They really need to get a system which updates the website efficiently. It is appalling practice that they are allowing people to order because items are shown in stock...pay hard earned money over...and then the dreaded wait...and wait...

I shop online for most things and would certainly not be prepared to wait as long as O2 expect their customers to hang on. (holding onto their money in the process)

It may not be illegal...but as I have said before it is totally immoral

Re: o2 ARE LIARS !!

Anonymous — Tue, 07 Oct 2014 13:51:01 GMT

@Beenherebefore - What part of telling a customer they will get something in 14 days, and then not even have it dispatched 14 days later is not a lie? They are liars.

Re: o2 ARE LIARS !!

Beenherebefore — Tue, 07 Oct 2014 13:57:35 GMT

@Anonymous wrote:
@Beenherebefore - What part of telling a customer they will get something in 14 days, and then not even have it dispatched 14 days later is not a lie? They are liars.

http://www.oxforddictionaries.com/definition/english/lie#lie-2

A lie is a deliberate attempt to deceive and that you are unable to prove.

Perhaps you've never given out incorrect information to anybody.....I have but the information at the time I gave it, was the best information available to me.

Re: o2 ARE LIARS !!

Anonymous — Tue, 07 Oct 2014 13:58:35 GMT

Im also confused because after each time I speak to o2, I get the same email again saying "Your order is being processed and will be despatched shortly".

I do hope that each time I get that email it's simply an update and I'm not being put to the back of the queue again?!