Order "In Progress"

[Anonymous]

So I ordered at 7:45 this morning a slate grey 64gb 5s and the order is still showing as "In Progress"

I guess a little patience is in order...

[Anonymous]

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@Anonymous wrote:

Mine arrived this morning. BUT...

...it had been crushed, the box is broken with bits sticking out, the mains plug pins are bent, the phone itself has been dented and the screen doesn't work properly. I have just spent half an hour on an online chat session, and it took quite some persuasion before O2 would agree to send a replacement on Monday, and they really didn't want to refund the extra I paid for Saturday delivery.

I hope the replacement is in better condition!

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PandaPop, those pictures are shocking. I feel so bad for you- I hope they come through and do send a replacement to you asap. 

I can only imagine the feeling of excitement as the package of arrives and the absolute betrayal (dramatic I know) of finding the package in that state! I'd rather have not received the phone!

[Anonymous]

Just spoke to a woman at O2 on phone who said that basically they have no stock whatsoever of the gold 16gb iphone 5s.

She said they will be getting stock in everyday and that orders will be dispatched depending on the time thy were placed so someone that ordered at 8am will have it dispatched before someone who ordered at 10am etc etc.

But basically they don't know how long we will be waiting, it could be days it could be months they have no way of knowing!

Grrrrrr!

[Anonymous]

Hi PandaPop, really sorry to hear about your story. I'm about to send you a pm, looking forward to hearing back from you.

[Anonymous]

Thanks for the comments. Yep, it was bitterly dissapointing after receiving it, excitedly opening it, and then finding it in that state and unusable.

I wasn't impressed with O2 customer service either. I had to use online chat because when I phoned it simply said "we are experiencing a high volume of calls. Please call back later". Then using the online chat they first didn't want to replace it (just refund as an unwanted return and cancel the contract), then they finally agreed to replace it but couldn't say when in the next week I'd get it, and then wouldn't refund the extra I'd paid for Saturday delivery.

Eventually they agreed to deliver the replacement Monday and to refund the delivery charge, but I shouldn't have had to spend half an hour demanding it and waiting for managers to approve it - it should have been the first thing they offered to do. I understand a lot of O2 customer service functions have been oursourced to Capita, and some are being dealt with overseas. I suspect that is the reason for the change (for the worse) in customer service. Having said that, I don't think any other mobile network is any better.

Anyway, hopefully I'll have a nice shiny new undamaged phone on Monday!

[Anonymous]

I'm slightly annoyed they're still allowin people to buy them when they don't have enough to sent out to those that have already ordered!

[Anonymous]

I would presume the outsourcing to capita will have little to do with the service. As a client O2 will still have the final say in terms of any significant changes to service arrangements as they will have yearly service agreements set and dictated by the client (O2)! Capita merely take over the managing me running of the clients business. I tend to find opinions of customer service received is generally influenced by your mindset upon contacting.

Needless to say that's a shocking mess of a phone you received and must be horrible frustrating especially for a newly launched product.

unfortunately service is also generally influenced by traffic and sales take priority!

[Anonymous]

Anyone had a dispatch notifications for a silver model? I ordered a 16Gb Silver at 7:58 and have had no dispatch notification and didn't have the option for Saturday delivery.

A gent on live chat told me "I hope you get it by Tuesday" but couldn't even tell me if stock of one was reserved for me 😞

It said 'in stock' when I ordered, if they didn't have stock I'd have ordered a grey !

[Anonymous]

I ordered my space grey 32gb at 4.30pm yesterday. Order still says 'in progress'.

The online shop says that you can still get the same phone for delivery by the24th, so surely the stock for this colour and size is in.

Odd nothing has progressed though.

[Anonymous]

I ordered the 16gb silver and online stated would recieve by Tues and now have been told its out of stock and all im trying to do is cancel and have my deposit refunded. 

Customer services say they cant cancel and can just return phone when it arrives but thats the issue they have no date on when they will get stock in 

I know its only a phone buts its frustrating and disappointing and then to be told no one can help me cancel !! 

[Anonymous]

And as a Royal Mail employee, I can tell you for sure UKMail are an awful, unreliable courier. One of our worst competitors!