Delivery expectations for iPhone 7 PLUS?

[Anonymous]

Seperate thread for 7+ customers to update each other.

[Toby]

Good morning @Anonymous, welcome to the community!

Please see my reply here as this applies to you also at the moment. Your MyO2 order will update once we are closer to delivering to you.

[Anonymous]

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!!!

[adz999]

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

Really? Must have missed that!

[Toby]

Hi @Anonymous,

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. 

I've asked for Customer service reps' names to not be used on the community to provide them with a little privacy. I hope that helps! Feel free to PM me any time for a chat

[Anonymous]

Anyone had any updates today?

@Toby

The main problem is with consistency of information. Whilst a delay is annoying, and I believe most people understand there is a stock shortage, the fact you can get massively contrasting info from CS is bordering on infuriating. Most people just want to know when they will get their device so they can make informed decisions. To be told it will be delivered tomorrow, then in 6 weeks, and then in November, in the space of 3 chats in 20 minutes is not on. 

My particular frustration is that I pre-ordered for collect in store at 08:30 on 09/09. I haven't had any update. My brother pre-ordered the exact same device at 17:30 on 09/09 and he had that device delivered yesterday. How is that fair?

[Anonymous]

@Anonymous

Just advised by platinum CS support that iphone 7+ 128GB in black will not be delivered until October 21st (upgrade order placed online at 9:30 on 9th). Received original confirmation emails and notifications, and myO2 has stated in progress ever since.

No email of death or text alerts on 15th September, and advised yesterday by the same team that would be delivered to store today. Yesterday the Press officer for O2 said all customers had been contacted to update them on the status of their order - not me.

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.

[Toby]

Hi @Anonymous,

I appreciate that and we're making sure to report on all experiences here. Please keep up to date with the page below for general updates, as well as your MyO2 for when more info on your order is available.

http://www.o2.co.uk/help/pay-monthly/iphone-offers

[Robsa]

Damian I have a nasty feeling I may be in your boat too. Ordered almost exactly same time, Matt black 128gb 7+ and my acceptance email said 'by oct 21'. CS said yesterday within 4 days but not holding my breath.
I know everyone is disappointed but I'm sure O2 are doing all they can in a difficult situation - if apple don't even have any pluses on launch then it's understandable O2 may struggle!

[tomjo]

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@Robsa wrote:
Damian I have a nasty feeling I may be in your boat too. Ordered almost exactly same time, Matt black 128gb 7+ and my acceptance email said 'by oct 21'. CS said yesterday within 4 days but not holding my breath.
I know everyone is disappointed but I'm sure O2 are doing all they can in a difficult situation - if apple don't even have any pluses on launch then it's understandable O2 may struggle!

@Robsa,

I've ordered the same model. The last update I was told (by CS this morning) was that they were expecting a delivery last night which never arrived. If it arrives before 12:00 then there's still a chance of delivery today, and if not then it will most likely be Monday for my order. My status is "awaiting dispatch", according to CS.

Where does it say the expected date of delivery on the email? I can't find it.

@Toby,

My order isn't showing on my o2, but customer service definitely have my order. It just says "You have no current orders outstanding". Will it ever show for me? I can see my previous orders, just not this one.

[kinetiktheory]

Damn sight better than new customers can't see anything at all under a mobile number is generated completely been left in the .... black about this all!