topic Re: O2 canceled my Ipad Pro 12.9" order without a notice a month after placing the order!!!!!! in Apple

O2 canceled my Ipad Pro 12.9" order without a notice a month after placing the order!!!!!!

Anonymous — Thu, 16 Feb 2017 16:20:59 GMT

I am exteremely disappointed with O2 about my Ipad Pro 12.9" order.

I placed the order about a month ago and I even paid for it. (They took a deposit amount of £175, plus the cost of ipad pencil £79, plus the upfront cost)

When I inquired about the delivery date, O2 customer services assured me to recieve my Ipad on the 12th of February.(three times)

I also received an e-mail confirming that O2 is currently processing my order and will let me know once it is dispatched.

It was the 12th of Feb and I went to the O2 shop where my Ipad was supposed to be delivered but it wasn't there. I didn't mind waiting a few more days however, I just learned that O2 canceled my order without sending me any notice.They say that they don't have this product in stock which took them a month to realize this.

They didn't give me any information about how they will refund my money or compansate my pation if they ever will.

I am very annoyed and disappointed. I thought these things would happen with only EE but apppearently thats not true.

Re: O2 canceled my Ipad Pro 12.9" order without a notice a month after placing the order!!!!!!

MI5 — Thu, 16 Feb 2017 16:27:24 GMT

No networks have any as Apple aren't sending them out.
Use the complaints link on here to complain officially to O2 http://www.o2.co.uk/contactus

Re: O2 canceled my Ipad Pro 12.9" order without a notice a month after placing the order!!!!!!

Anonymous — Thu, 16 Feb 2017 16:35:29 GMT

I would understand if I receive an explanation or any alternative solution.

At the end of the day O2 wouldn't take it as an excuse If I were to say "my employer didn't pay my wage, yet" and fail to pay my O2 bill.

Re: O2 canceled my Ipad Pro 12.9" order without a notice a month after placing the order!!!!!!

Bambino — Thu, 16 Feb 2017 17:59:52 GMT

We are all customers here @Anonymous. We can offer a sympathetic ear and the link to where you can lodge a complaint, but not much else. O2's online ordering process leaves much to be desired. We all agree it's pretty appalling. Good luck. Hope you're able to get your full refund quickly.

Re: O2 canceled my Ipad Pro 12.9" order without a notice a month after placing the order!!!!!!

MI5 — Thu, 16 Feb 2017 18:10:21 GMT

There is an announcement here about the problem from O2.
If you need more info please PM @Toby https://community.o2.co.uk/t5/Apple-iOS-Devices-iPhone-iPad/New-iPad/m-p/1039813#M153482

Re: O2 canceled my Ipad Pro 12.9" order without a notice a month after placing the order!!!!!!

Anonymous — Thu, 16 Feb 2017 18:30:44 GMT

I have spoken to O2 retention team who eplained me what exactly is going on. He sorted it all the problem out.

I am now a happy customer although i have to go for Ipad pro 9.7" instead.

Re: O2 canceled my Ipad Pro 12.9" order without a notice a month after placing the order!!!!!!

Anonymous — Mon, 20 Feb 2017 11:22:27 GMT

Hello everyone
good morning hope everyone is well and
hope your all having a fantastic day
I am so sorry to hear about your order
I am having the same problem as well
I order and iPad Pro 12.9 on 29th December 2016
today I rang o2 only to find my order has be cancelled without my permission
And I've had no email or SMS to tell me It's been cancelled
just to make matter worst it was cancelled on the 15 th February
now I have to fill a form in to get my money refunded into my account which will take another week
Iam discussed with the way 02 have treated me and other poeple in the 02 community
I have no faith in o2 this is the first time I've order from o2 and will be the last time
don't sell products you can't provide its false advertising and false intentions
you should be ashamed of yourself 02

there was no other options just to refund my money

I suppose are customers dont matter to you

I will be informing everyone not to take business up with o2
very disspoint in how long I've had to wait

just to find out that I won't be getting it

hope you proud of yourself I will be taking this further with the help of legal support
I hope you all have a beautiful day and all take care thank you for all your help and time Iam very greatful peace and love Daniel 🌀

Re: O2 canceled my Ipad Pro 12.9" order without a notice a month after placing the order!!!!!!

MI5 — Mon, 20 Feb 2017 11:29:43 GMT

If you wish to pursue a complaint @Anonymous you can find the official process here http://www.o2.co.uk/how-to-complain
We've heard good reports from customers who have chosen the "Resolver" option.

Re: O2 canceled my Ipad Pro 12.9" order without a notice a month after placing the order!!!!!!

Cleoriff — Mon, 20 Feb 2017 11:30:40 GMT

Hi @Anonymous Sorry to hear about this. Our Head of Community made an announcement here on the forum

https://community.o2.co.uk/t5/Apple-iOS-Devices-iPhone-iPad/New-iPad/m-p/1039813/highlight/true#M153482

If you wish to make a complaint then please follow this route http://www.o2.co.uk/how-to-complain

Re: O2 canceled my Ipad Pro 12.9" order without a notice a month after placing the order!!!!!!

Cleoriff — Mon, 20 Feb 2017 11:33:01 GMT

Posting same time Rich...so snap....:smileywink:

Re: O2 canceled my Ipad Pro 12.9" order without a notice a month after placing the order!!!!!!

Anonymous — Tue, 21 Feb 2017 09:02:25 GMT

I am in the same boat with my order. My order was placed at the end of January whilst there was an offer on the upfront cost. My upfront and apple pencil cost were taken and all agreements received by me in e-mail. Since the order I have made two enquires as to the status of the order via chat to be told that stock is still awaited and that I would receive a text and e-mail once it was despateched.

I checked again on Friday to be told that the order had been automatically cancelled by the system due to stock delays and the money refunded to me. I could place the order again but there was an expected delivery of up to three weeks.

But guess what, I can not order at the price I did originally I will have to order at the current price which is significantly more than I paid.

Having spent over four hours on chat and speaking to management I am still no further forward and O2 do not seem to understand that the process that should have been followed was to contact the customer to see if they wanted to continue waiting for stock or if they wanted to cancel the order and recieve a refund.

I am currently waiting for contact from the resolver team as I want my order at the price I paid honouring. If not I will be taking it through legal processes to see if my consumer rights have been breached.

Re: O2 canceled my Ipad Pro 12.9" order without a notice a month after placing the order!!!!!!

MI5 — Tue, 21 Feb 2017 09:16:13 GMT

An interesting point you have raised.... Let us know how it evolves please.

Re: O2 canceled my Ipad Pro 12.9" order without a notice a month after placing the order!!!!!!

Cleoriff — Tue, 21 Feb 2017 09:59:29 GMT

I'm not even sure they had the right to cancel your order without warning @Anonymous. Also it seems totally unjust that as a result of O2 cancelling, they will now expect you to pay the full non offer price?!

Maybe @Toby or @MercedesS could offer advice here?