A bit long for most i expect, but a transcript with my chat with CS today and an indication of the lunacy this has descended into. As I've said, if it's delayed, then it's delayed, but let's not treat your customers like idiots, because you might end up embarassing yourself. And o2...
(I've edited the obvious security info and typos)
info: Welcome to O2. Someone will be with you soon.
info: We're really busy right now. Thanks for waiting.
info: We're really busy right now. Thanks for waiting.
info: We're really busy right now. Thanks for waiting.
info: We're really busy right now. Thanks for waiting.
info: We're really busy right now. Thanks for waiting.
info: You're through to 'Richard'
: Hello, it's ****** here. I hope you're well. What can I do for you?
Simon: Yes hello, why did "*****" in your customer services tell me several times on September 18 that my iPhone 6+ would be dispatched next day, if that was never going to happen? Pre-order in-store at Xxxxxxx, 9.17am on September 19. He told me all iPhone 6 plus models were being dispatched nationwide on September 19. Your in store rep says that was never the case and that Customer Services are giving o2 a bad name.
: I'm sorry about that. Let me check this for you.
Simon: I'm told the last time I check that my conversation with ******(11.28am on September 18) never happened, becuase there was no record of it.
: Have you ordered the phone?
Simon: as above - iphone 6 plus Pre-order in-store at Wallsend, 9.17am on September 19.
: Okay.
: Please give me few minutes.
: Thanks for waiting.
: Please be online I'll transfer your chat to our service team. They'll assist you further.
Simon: oh good
: Thanks.
info: We’re putting you through to the right person, won’t be long.
info: You're through<- still no idea who "*****" was and he didn't say much (anything)
info: We’re putting you through to the right person, won’t be long.
info: You're through to 'O2'
O2 :: Hello, it's O2 : What can I do for you?
Simon: I don't suppose you have any record of the previous conversation? You're the third person I've been put through to.
O2 : Please give me few minutes while I check the previous chat.
O2 : Thanks for waiting.
O2 : I checked the previous chat and it is in regards to your iphone 6 plus order. Is that correct?
Simon: clearly.
O2 : I'll check this for you.
O2 : Can you please help me with your full name?
Simon: Xxxxxx Xxxxxx
O2 : Thanks.
O2 : Please can you tell me the 4th and 5th characters of your security answer?
Simon: ......
O2 : Perfect.
O2 : Thanks for the information. Please give me a few minutes while I check this for you.
O2 : Thanks for waiting.
O2 : I checked the notes on the account and I see that chat that you had on 18th Sept.
Simon: Oh okay. Because I was previously told there was no record of it.
O2 : I'm sorry for the misinformation provided to you.
O2 : There are notes on the account.
Simon: Do you see where "*****" twice told me that my iPhone 6+ was being dispatched on 19th, along with all other iPhones around the country?
O2 : The launch date for the new iphones was on 19th Sept, however the requests are processed in the order in which we receive it and it also depends on stock availability.
Simon: yes, that's why I asked specifically if my phone was being dispatched on 19th, to save cancelling my order. And he told me both times that all iphones were being dispatched on 19th. Not "from" the 19th. "On" the 19th.
Simon: Where's my iPhone?
O2 : I'll check the order status for you. Can you please help me with the order number.
Simon: no, because as it says in the conversation with ***** that you just found, I wasn't given one.
Simon: Customer Services tell me that must mean that the order made in store didn't go through properly. Unfortunately both times I've gone in store to check this, they told me that Customer Services don't know what they're talking about.
Simon: I have a receipt for my deposit with a 24 digit number on it, but I'm told that's not the order number.
O2 : I checked your account and I do not see that the order has been placed.
O2 : Please visit the same store where you have placed the order and they will help you further.
Simon: is this the bit where you tell me to go in store and check? Becuase on both times you've sent me to do that so far, they've assured me that the order was placed and that CS should help me with an order number
Simon: You know when you spent a few minutes looking through previous conversations? Did you see where we've been through this several times already?
O2 : I understand that Simon, however if there is an order placed we will be able to see it in our systems.
Simon: yes, I was told that, and I repeated it to "Craig" in your Xxxxxx store. That was when he told me that the receipt was proof that the order went through, and that Customer Services give o2 a bad name.
Simon: He showed me a list of pre-orders on his computer, of which mine was one. But also told me that there is no order number, as that is what Customer Services can help me with.
O2 : Can you please check your Inbox, Junk and Spam folder if you have received a confirmation email about your order.
Simon: All done, and nothing received. I don't know how you'd send an email if you don't have an order number.
O2 : As the order is not placed on the account I would request you to please visit the same store and they will help you further.
O2 : If the order is placed online or at the store and if it has gone through successfully we will be able to see the order details in our system.
Simon: Shall I tell you what they'll say? Because we've done this twice already. "You need to contact Customer Sevices who will be able to help you further. We can only give you the information that we're passed from them."
O2 : But there is no such order reflecting on your account.
Simon: Yes, I think we've established that. What's the receipt for then? I paid £49.99 on September 19th.
Simon: What is o2's standard line? Because CS and your in store reps have consistently told me exactly the opposite information. The only communication about what's happening has come from your own customers on your "Community Forum". Do you think that is good customer service, since that's your area of expertise?
O2 : Can you please tell me have you provided your email address to the store person while placing the order.
Simon: No - a phone number.
O2 : I totally understand your concern.
Simon: You do? Oh good.
O2 : Was the mobile number xxxxxxxxx?
Simon: no, that's my o2 number which is currently inactive until you pull your socks up. My contact number i yyyyyyyyyyyyyy.
Simon: I had a text to that number confirming a pre-order (the one you're telling me doesn't exist).
Simon: that was received before I'd even left the store. Since then, nothing.
O2 : If you have received a text that your order is placed, you should also receive a text once the order is dispatched. As you mentioned that you have made the payment, on your bank statement next to the transaction there should be a GED reference number mentioned.
Simon: There isn't, as I've also discussed with you, as my bank had no idea what a GED number is. I don't suppose it's worth my while asking when my phone is due to arrive, is it? Divik's promise of last Friday seems to be a bit off.
O2 : I understand the situation you're in and sorry for the information you got from Divik and the O2 store. If the order was placed, I'd have at least got access to it so that I know the actual status of it as in whether it's out of stock, under process or dispatched
O2 : Can I take your preferred email address?
Simon: yes, it's still xxxxxxxxxxxxxxxxxxxx. I'm assming from this that the rep in store was incorrect and my deposit wasn't actually paying for a new phone?
O2 : I guess that there may be some goof up at the O2 store because the pre-orders also shows up in the account here and an order number is generated at the time of placing the pre-order
O2 : So my suggestion would be to visit the same store and speak to the O2 store manager about this
O2 : I'll also raise a feedback with *****supervisor for the information that he gave you on the chat
Simon: yes, i'd say that was a "goof up", to take my money and give me nothing to show for it. Do I assume I'll be at the back of the queue for a new phone also?
O2 : While ordering the pre-orders, the delivery timescales were 6-8 weeks which has been reduced now if you order it online. If you order it at the O2 store you should get it on the spot if they've one in stock
Simon: I don't really think that's likely, do you?
Simon: Well this has been a very productive use of my lunch hour. I imagine I'll get pushed into a survey once this little chat is done with. Do you think o2 have provided me with good customer service today?
O2 : If I was in your place, I'd have felt the same Simon and I agree that this hasn't been a pleasant experience however I believe in giving the correct information as per the details I have in my system. I could've told you that you'll get the order in 3-4 days however that would have led to more inconvenience
O2 : So whatever information I'm sharing with you is as per the details I have in the system and the ones that I received from you
O2 : I tried everything possible to locate your order , however I'm sorry I couldn't so I really appreciate your patience and understanding in this matter. Sorry that your lunch time got affected due to this.
Simon: thanks!
info: We'll email a copy of your chat transcript to xxxxxx.
O2 : If possible when you visit the O2 store, speak to the same person you ordered the handset and ask them for an order number
O2 : If no joy, you can speak to the O2 store manager and they can help with this further
O2 : Apart from this ...
O2 : Is there anything else I can help you with?
just got it, it's beautiful. O2 definitely are giving out to pre orders first but just as they come in to the store. Hold on there everyone!
