on 20-09-2016 11:11
I have just spoken with CS who even after this apparent text which I have again not recieved today, anyone whos phone hasnt been delivered will get a text today advising of delivery date. Are there now further mis-communications? I just want to know when to expect my phone
on 20-09-2016 11:15
Done believe what 02 tell you. Outright liars. Am disgusted by their customer service but am waiting until the process is complete before making a complaint. I was told it was coming launch day after I pre ordered. Launch day came and went. never arrived. No text. no email. I called the Saturday - after being on the phone to someone for about half an hour they then told me, after putting me on hold and apparently calling UK Mail, that “great news! my phone IS On its way, and would be with me between 1 and 5pm Saturday!”. Fantastic. I waited in. nothing came. Called them 5.00pm they told me whoever told me that had lied. Yes. You read that correct. I had to send my old phone off as I had sold it to music magpie. I am now left with an old Samsung for £10. They then told me to wait until today for an update. Low and behold… no update. no text. no change in order status. AND i even got a text yesterday from 02 saying “Cant wait to accessorise your new phone!? get 20% off …..blah blah.” Are they for real!?!?!?!
on 20-09-2016 11:20
I am just appalled by their awful customer service. Firstly they sell and promise phones that they did not have. Secondly they cannot get their stories straight and tell you a different thing every time you ring. Thirdly they cannot confirm when they will deliver something they have taken my money for.
I can understand that demand has been massive, but they have handled the whole situation awfully and are letting their customers down with a lack of info or misinformation. Not good enough.
on 20-09-2016 11:22
Lol, i had a call asking if i wanted to upgrade to iphone 7
Told him to look at my account as im still awaiting this one, he was lost for words.
"err i guess you dont want another one then"
darn right i dont, cant even get the first one. lol
on 20-09-2016 12:19
Like a number of others, I cancelled my online order and went into an O2 shop and got a new iphone 7 there and then. My upfront money paid when I pre-ordered will be refunded within seven working days. As I said on another thread, check with shop for availablity before cancelling your original order. This also ensures that shop system will show you are due an upgrade when you visit. I phoned to cancel at 3.20pm and had to wait about 15 minutes in phone queue. However, it was all very straighforward and an hour later I was walking out of the shop with an iphone 7 128gb in matt black (originally ordered 32gb). Timescale even included the shop assistant setting up my phone and arranging my £230 for recycling my 6+ handset. I was just not prepared to wait for weeks on end for my new phone to arrive and it was a very worthwhile decision. By the way, I love the phone and it's quick! The bad news is that shop said they may not have plus models until December!
on 20-09-2016 13:12
20-09-2016 14:16 - edited 20-09-2016 14:17
I haven't received anything from O2 in terms of communications since the pre-order confirmation.
I ordered an iPhone 7 Plus 256GB Jet Black which was confirmed at 08:15 on 09/09.
Have spoken to web chat advisors twice and been told different stories.
My wife got hers on launch day from EE, after receiving a text on the Wednesday before (14th) and confirming the delivery address. So other carriers aren't having the same issues as O2 (not saying they're not having issues, but seemingly not to the same extent).
If I wasn't receiving 50% Friends and Family I'd have left a LONG time ago.
on 20-09-2016 14:19
Sorry to hear that some of you are awaiting info. I posted an update here earlier today. As any new info is available, we shall update the page below also:
on 20-09-2016 14:53
Thanks for your responce.
I dont mean to be rude as you are only ever going to get negative comments on forums.
The way this has been handled this year in particular is apalling. For the size of your network we should be kept informed better.
I havent ordered a 7 plus so i dont want to be directed to information about it all the time. i just want a realisttic update on when we will get our phones that we have paid for.