topic Re: iPhone 7 Plus delivery in Apple

iPhone 7 Plus delivery

Anonymous — Sat, 17 Sep 2016 06:35:06 GMT

Been a loyal O2 customer for over 10 years and through every single iPhone launch. Pre ordered iPhone 7 Plus 128gb Black (as no jet black available) at 08.25 on pre order day (9/9). Opted for click and collect at store thinking it would be quickest (was last year at least). At one point during one of the many steps and online queues I recall seeing "delivery within 2 weeks" flash up (which on 9/9 I naively took as being another phrase for launch day delivery) but never tonne seen again.

Result:

Promptly received confirmation ... with no collection date. Received upgrade confirmation text. And then ... NOTHING!

Walked to the store on launch day and they said they didn't have my order and were clueless as to when I'd received it. Called up O2 CS with same outcome. CS put me on hold for 30 mins and unbeknown to me called up store to ask again when I had already told them what store folk had said. Madness!!

All the while I am receiving text messages from O2 that maybe I should consider upgrading my contract!! BUT I ALREADY DID AND HAVE A CONFIRMATIKN LETTER TO PROVE IT!!! IS THIS A SICK JOKE?!?

@O2admin - your sorry excuse of a team has a day to give me a timeline for my delivery before I cancel my order + upgrade and take my business elsewhere. Have never felt more messed around by a company. Thanks for failing so phenomenally O2!!!

Re: iPhone 7 Plus delivery

Anonymous — Sat, 17 Sep 2016 07:21:08 GMT

21st october

just advised by platinum CS support that iphone 7+ 128GB in black will not be delivered until October 21st (order placed online at 9:30 on 9th). No emails, no text alerts, and advised yesterday by the same team that would be delivered to store today.

I have been advised to email complaintsreviewservice@o2.com with my name and account number along with the details of the complaint for review.

Also advised that they are making an announcement on Tuesday when they expect more information.

Re: iPhone 7 Plus delivery

Toby — Sat, 17 Sep 2016 07:49:21 GMT

Hi @Anonymous, welcome to the community.

Sorry to hear you're not happy. As you may be aware, there’s been a market-wide delay in receiving iPhone stock this year. We realise the disappointment and annoyance this has caused for the customers who have not received their phone on launch day. We’re working closely with Apple and doing all we can to improve the situation and assure you we’ll be in touch as soon as we’re able to progress your order.

Re: iPhone 7 Plus delivery

Naywa01 — Sat, 17 Sep 2016 09:26:15 GMT

Toby, I think most people will be aware of shortages. The issue that I see almost everyone reporting is the extremely poor (or non-existent) customer communication. I get better order updates from auctions on eBay!

All we want is accurate and **honest** information. Frankly the so called 'order tracking' on MyO2 is not worth the name or fit for purpose, that's assuming of course you can find the right link - maybe this is the reason you make it so difficult to find.

Either way I'm now eagerly awaiting the 20th for the rumoured supply update from o2, although I'm now not holding my breath.

By the way I preordered at around 9am on the 9th a Matt black 7+ 256gb for click and collect. Live chat told me yesterday to expect it on or before the 23rd, CS told me on phone today they couldn't tell me and had no idea why I'd been told that!

Re: iPhone 7 Plus delivery

Anonymous — Sat, 17 Sep 2016 09:49:16 GMT

The biggest issue is the lack of communication, the message was simple "If your phone is delayed we will text you" well my mat black 7+ 256 should of been delivered yesterday....... and I still have nothing! No phone, no text, no email!!! Every time you ring, they know nothing and so far, 4 phone calls I have had 4 different messages! Will I get it? Who knows? Do I regret leaving Vodafone.... just a little.

Re: iPhone 7 Plus delivery

Anonymous — Sat, 17 Sep 2016 10:45:20 GMT

Please can you explain exactly how you are working with Apple to fulfill preorders, surely you mean you are just waiting for a delivery ?

Please feel free to explain "How you are working with Apple etc" and correct me if I'm mistaken.

Re: iPhone 7 Plus delivery

Naywa01 — Sat, 17 Sep 2016 11:10:27 GMT

Agree with Dave, "working with" means nothing, like most of the empty responses so far. It reminiscent of the interviews you see with sports people "for sure... we'll try our best... and see what happens tomorrow... etc etc"

Either o2 have a plan or they don't; if there is a plan surely some detail is available - e.g. "We are talking to Apple about expediting additional stock from [insert hub location here]... we expect to be able to provide an update on this by [insert date here]... customers will be updated on [MyO2\email\text] as to the status of their confirmed pre-orders following finalisation of this plan..". These guys are supposedly running the #1 UK communications network, so why is it so difficult to plan and **communicate** effectively?

Re: iPhone 7 Plus delivery

Anonymous — Sat, 17 Sep 2016 11:13:25 GMT

O2 are Really starting to annoy me now with the constant 'we are sorry' and 'world wide shortage' talk. As already stated, everyone can except the shortage. What people are quite rightly annoyed about is the lack of communication. I have an iPhone 7+ due, ordered on the 9th at 9am. Apart from original confirmation email / text I've received nothing. They have changed my tariff and taken money upfront for a phone which they never had to sell in the first place. Unless I get some sort of email / text on Monday I'm cancelling and moving network.

It's shocking CS.

Re: iPhone 7 Plus delivery

Naywa01 — Sat, 17 Sep 2016 11:14:52 GMT

By the way this nonsense about your order being on its way when MyO2 order status changes to complete really doesn't help. What would be really really nice to know is when the status is likely to change **in advance** of when it actually happens! So we're not in the dark as to if it will 1, 3, 6 or 8 weeks before the status will change. My order just says "in progress", so maybe I'll get it just in time for the annual upgrade to become available for the next iPhone!

Re: iPhone 7 Plus delivery

Naywa01 — Sat, 17 Sep 2016 11:18:07 GMT

Apple Store app is quoting 2 - 3 weeks delivery for iPhone 7+ 256 in Matt black (and other colours/capacities). I checked this by going all the way through to the checkout stage. Again why can O2 not give a similar (or any) estimate, rather than nothing at all for a confirmed pre-order?

Re: iPhone 7 Plus delivery

Naywa01 — Sat, 17 Sep 2016 11:20:33 GMT

Re: iPhone 7 Plus delivery

Anonymous — Sat, 17 Sep 2016 12:51:42 GMT

Ordered 7 + in black and live chat told on Thursday afternoon it would be delivered on Friday launch day when it became no show I rang CS to be told they didn't know why live chat told me that but I have a screenshot to prove it. They then went to speak to Manager and came back to offer me £10 credit but still no idea on delivery
Worst customer service and organisation I have ever received Oh yes and they have already received my money for upgrade makes it even worse

Re: iPhone 7 Plus delivery

Anonymous — Sat, 17 Sep 2016 13:22:24 GMT

Ordered a 7 Plus 128gb in Black at 8:45 on release day. Only had 3 emails all on the day of order and Zero contact from O2 since then. They were kind enough to take the £470 upfront though.

Re: iPhone 7 Plus delivery

Tom1959 — Sat, 17 Sep 2016 21:21:13 GMT

We are seeing a lot of speculation and second guessing here. We really need O2 to take ownership of the situation and show that they are still in control of their own company.

I have been an O2 customer for over 15 years, that equates to quite a lot of money over that length of time.

Customer Services now need to proactively contact all customers with a definitive statement describing the reason for the lack of units available, what they are doing about it now and what the timescale for final resolution is.

Please do not bury your head in the sand and ignore the hundreds of thousands of customers who have enabled you to survive and indeed, prosper until the present day.

Re: iPhone 7 Plus delivery

Anonymous — Sun, 18 Sep 2016 11:07:27 GMT

ordered Iphone 7 plus 128gb Black on launch day at 8.30am

after many live chats I now have a confirmation order is dispatching today with order coming round tomorrow.

Haven't received an email as it 'hasn't been dispatched from their end yet' so still not hopeful.

Re: iPhone 7 Plus delivery

Toby — Sun, 18 Sep 2016 11:35:43 GMT

Hi @Tom1959, welcome back to the community. Have you had an initial email about your order?

We’re working closely with Apple and doing all we can to improve the situation and assure you we’ll be in touch as soon as we’re able to progress your order. For updates, please check our help and support page here > http://www.o2.co.uk/help/pay-monthly/iphone-offers

Re: iPhone 7 Plus delivery

Tom1959 — Sun, 18 Sep 2016 13:30:51 GMT

Hi Toby, I received an e.mail confirming my order and a letter in the post saying that my device plan is now paid off.

Re: iPhone 7 Plus delivery

Anonymous — Sun, 18 Sep 2016 16:15:52 GMT

Toby,

I am curious by this statement on the 02 website!!!

"We have been in touch with our customers affected and will keep them updated when more stock arrives."

Just for the record I haven't received my I phone 7 plus 256GB, ordered on release day, promised for Friday. No text, No email !!!!

Regards

Nick

Re: iPhone 7 Plus delivery

embassy1976 — Mon, 19 Sep 2016 15:53:16 GMT

Ordered my iPhone 7 plus at 8.30 launch day, emails came through by 9am. Apparently aiming for my order to be ready by the 13th??, just spoken to cs and all they could do after 25 mins was give me the number of the store I've chosen for click and collect.
Wasn't expecting it on launch day to be fair but the lack of information has been shocking, no contact at all since the day I pre ordered and my o2 just says we are sorting your upgrade. I'm going to trade in my old phone and got offered a great deal but it's only valid for ten days and the price offered on 6s plus's is dropping by the day.

Here's what you ordered:
------------------------------------------
1 Apple iPhone 7 Plus 256GB Jet Black O2 Refresh Unlimited 24 Month 1GB
£59.99

You've chosen to collect from O2 Store, 44 FALKLAND SQUARE, POOLE,
DORSET, BH15 1ER.
We'll aim to have your order available from: 13/09/16

Once your order is in store, we'll be in touch to let you know what the
collection arrangements are for the day so you can pop in and pick it
up.

Re: iPhone 7 Plus delivery

Jeevster — Mon, 19 Sep 2016 22:17:26 GMT

@Tom1959 wrote:

We are seeing a lot of speculation and second guessing here. We really need O2 to take ownership of the situation and show that they are still in control of their own company.

I have been an O2 customer for over 15 years, that equates to quite a lot of money over that length of time.

Customer Services now need to proactively contact all customers with a definitive statement describing the reason for the lack of units available, what they are doing about it now and what the timescale for final resolution is.

Please do not bury your head in the sand and ignore the hundreds of thousands of customers who have enabled you to survive and indeed, prosper until the present day.

we already know the reason for no stock - Apple didnt deliver - simple, agree there needs to be some ownership - but you cant blame O2 for no stock if apple didnt deliver on the pre-orders...