Hi guys. Thought I'd share with you an email I wrote to customer complaints a few days ago. I've yet to receive a reply, but I'd love to hear your opinions on the matter. I do apologise... it's a bit of a rant! 
I'm not really sure what to do next, as I feel like they really couldn't care less about my experience...
I should point out that yesterday I checked the status of the order via web chat, and was told I'd receive the iPhone in 2-3 days. Since then, I have recieved 3 emails telling me:
"Your order is being processed and will be despatched shortly. We'll email or send you an SMS to confirm when your order has been despatched". (3 emails?!)
No text or email whatsoever...
More info
To whom this may concern,
I've had a truly horrific experience trying to take out an iPhone 5s O2 Refresh contract with you. There is a gross miscommunication within your company that I hope this can shed some light on. I hope this is the correct email to contact.
On the 9th of October, I read that it was possible to get a 30% discount on O2 Refresh airtime. I asked for a call-back from sales on chat, and didn't receive it. Instead, I went to my local O2 store, where I was informed the iPhone 5s was exempt from the student deal.
I then abandoned the idea of taking out a contract with O2. The next day, however, I received the "urgent" call, and was informed the deal could in fact be used on an iPhone 5s contract. I decided to go forward with the order, and I went through the process of taking out the contract.
I was told I needed to accept the contract via email. After not receiving the email, I attempted to login to the website. The login failed, and I tried to sign in using an email that often gets confused with mine… john...@ instead of jon.
This had been the email accidentally taken down by the telephone advisor. This could have been my fault too, as I'm sure he read it back out to me.
I phoned up to get it corrected, and I was told I had to take out the contract again. After giving my payment information, and receiving the email, I then proceeded to read the contract. Only when checking the credit agreement, did I discover that both the airtime contract and the phone contract was incorrect. For a third time, I phoned up and went through the process again. This time, it was successful.
Throughout the entire process, I double checked with each advisor I would be able to change the delivery address. I was given the number for the courier, and told to call them in the morning. I contacted the courier as advised and after holding they informed me it was something they couldn't do. I phoned O2 Customer Care, and only then was I told I couldn't change my delivery address. I was also then told the phone was in stock - and that I should expect it in 3-5 days.
After making arrangements for the accepting of the delivery at the address I didn't want it delivered to, I began to get nervous that I had heard nothing via email after accepting the contract. I joined a web chat session, and was first told:
"Bidisha: I see that your order is in process.
Bidisha: You'll receive it very soon."
Then was told:
"
Bidisha: Jon, I can see your account but there is no order placed on the account.
Jon Lambert: So there has been no iPhone ordered?
Bidisha: That's correct.
"
I phoned O2 yet again, fearful that the order was unsuccessful, and after quite a while was told that I did in fact have an iPhone ordered, but it was out of stock and it could be anything up to three weeks. After putting down the phone I received an email telling me "Your order is being processed and will be despatched shortly.". This was thoroughly confusing.
As I'm sure you can imagine, having made arrangements for someone to wait in at the address I originally DIDN'T want the phone to be delivered to, only to then be told a few days later that I would have to wait even longer for the handset was immensely frustrating.
Over the past 3 days I have been receiving 3 calls a day from O2. I've unfortunately missed them all, but when calling to find out why (as you can imagine I'm extremely nervous of anything else going wrong with the contract), there was no recorded calls. It seems it was from a marketing number associated with O2 and Carphone Warehouse. This is obscene to add such insult to injury.
I should point out that at no point has any employee (on the phone) been anything other than extremely polite and pleasant, but I must say: I'm extremely nervous of continuing with such a blatantly incompetent provider. For a student, I will be handing over a very considerable amount of money every month. I've pre-ordered a phone at Apple to buy outright; as right now I have no wish to be anywhere near your incomprehensibly inconsiderate company.
Regards,
Jon
I've had a truly horrific experience trying to take out an iPhone 5s O2 Refresh contract with you. There is a gross miscommunication within your company that I hope this can shed some light on. I hope this is the correct email to contact.
On the 9th of October, I read that it was possible to get a 30% discount on O2 Refresh airtime. I asked for a call-back from sales on chat, and didn't receive it. Instead, I went to my local O2 store, where I was informed the iPhone 5s was exempt from the student deal.
I then abandoned the idea of taking out a contract with O2. The next day, however, I received the "urgent" call, and was informed the deal could in fact be used on an iPhone 5s contract. I decided to go forward with the order, and I went through the process of taking out the contract.
I was told I needed to accept the contract via email. After not receiving the email, I attempted to login to the website. The login failed, and I tried to sign in using an email that often gets confused with mine… john...@ instead of jon.
This had been the email accidentally taken down by the telephone advisor. This could have been my fault too, as I'm sure he read it back out to me.
I phoned up to get it corrected, and I was told I had to take out the contract again. After giving my payment information, and receiving the email, I then proceeded to read the contract. Only when checking the credit agreement, did I discover that both the airtime contract and the phone contract was incorrect. For a third time, I phoned up and went through the process again. This time, it was successful.
Throughout the entire process, I double checked with each advisor I would be able to change the delivery address. I was given the number for the courier, and told to call them in the morning. I contacted the courier as advised and after holding they informed me it was something they couldn't do. I phoned O2 Customer Care, and only then was I told I couldn't change my delivery address. I was also then told the phone was in stock - and that I should expect it in 3-5 days.
After making arrangements for the accepting of the delivery at the address I didn't want it delivered to, I began to get nervous that I had heard nothing via email after accepting the contract. I joined a web chat session, and was first told:
"Bidisha: I see that your order is in process.
Bidisha: You'll receive it very soon."
Then was told:
"
Bidisha: Jon, I can see your account but there is no order placed on the account.
Jon Lambert: So there has been no iPhone ordered?
Bidisha: That's correct.
"
I phoned O2 yet again, fearful that the order was unsuccessful, and after quite a while was told that I did in fact have an iPhone ordered, but it was out of stock and it could be anything up to three weeks. After putting down the phone I received an email telling me "Your order is being processed and will be despatched shortly.". This was thoroughly confusing.
As I'm sure you can imagine, having made arrangements for someone to wait in at the address I originally DIDN'T want the phone to be delivered to, only to then be told a few days later that I would have to wait even longer for the handset was immensely frustrating.
Over the past 3 days I have been receiving 3 calls a day from O2. I've unfortunately missed them all, but when calling to find out why (as you can imagine I'm extremely nervous of anything else going wrong with the contract), there was no recorded calls. It seems it was from a marketing number associated with O2 and Carphone Warehouse. This is obscene to add such insult to injury.
I should point out that at no point has any employee (on the phone) been anything other than extremely polite and pleasant, but I must say: I'm extremely nervous of continuing with such a blatantly incompetent provider. For a student, I will be handing over a very considerable amount of money every month. I've pre-ordered a phone at Apple to buy outright; as right now I have no wish to be anywhere near your incomprehensibly inconsiderate company.
Regards,
Jon
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