Text received on Tue: Yes
Device: Plus 128GB Black
When Preordered: 09/09, confirmation email received 8:03am
Just sent the following email to complaints:
"Dear Sir/ Madam
I am writing regarding the lack of clear information from O2 with respect to the recent problems with delivery of iPhone 7/7+ pre-orders. I do understand that there have been global shortages in supply due to unprecedented demand for these phones, but do feel that the frustration felt by customers could have been mitigated by timely and accurate information from O2.
After ordering my phone early on the morning of 9th September, I received little communication from O2, save for an order confirmation and expected delivery date of 16th September. I did speak to Live Chat on the afternoon of 15th September who advised me that I would receive my phone the following day, only to then receive a text message later that evening informing me of a delay (only after arranging a day off work on the Friday to accept delivery of the phone). During the day on Friday 16th, I was advised by Live Chat that a phone was waiting to be dispatched for delivery Saturday 17th/ Sunday 18th. I was then advised by a customer service rep (who discussed with his manager) that I would receive my phone in the next four days. Unfortunately, this has not been the case, and I have subsequently been advised this morning (20th) by text message that there is still no stock available and to await further update by text message on Thursday 22nd. I do not feel that these text messages have been informative in the slightest.
As a customer who has paid both to finish their old Refresh device plan as well as an upfront cost for the new phone, this lack of clear information is extremely frustrating. I do appreciate the issues with respect to stock control, but feel that the dissemination of information to customers has been extremely poor. Indeed, on looking through the O2 Community pages, it appears that there has been no consistent information either from Customer Services or Live Chat. At the very least, this amounts to a lack of reliable information from uninformed staff and at worst is tantamount to conveying false information to customers to appease them on the phone or on Live Chat.
Like many customers, I would be much happier if I had clear information regarding the projected timeline for delivery of pre-orders (i.e. should we expect them this week, next week or indeed in 6 weeks?). Furthermore, I feel that there has been little or no compensation offered from O2 for the delay or lack of clear information. Indeed, the offer of 25% extra data to me is a meaningless gesture - as someone who rarely uses more than 5gb of data on a 20gb data plan, there is little recompense to me as a paying customer.
I would appreciate a prompt reply regarding my above comments. If indeed you would be able to offer me any clearer information with regards to the delivery of my phone, that would also be greatly appreciated.
Yours sincerely,"
