iPhone 6- PreOrder

[Anonymous]

Just a quick question regarding the iPhone 6. Will customers due an upgrade for their phone be given priority over pre-orders of the iphone 6?

[Anonymous]

Oh my god. Just had a reply to my formal complaint. Read on and feel your blood go cold... This is utterly ridiculous.

We initially advised around two to three weeks, but our estimated delivery timescales are now up to six weeks.

I understand this is a long time to wait for your order, but several of our Customer Service agents have worsened the situation. Each time we have attempted to retry your order, an email is sent to you advising you the order is processing. This is because our request resends the order and if a phone is available, it will be sent to you.

Unfortunately due to popular demand, the stock levels are changing very quickly, meaning each time we've resent your order, no phone was available, placing you further back in the queue system. this may explain why some people have received their phone sooner than you.

[Anonymous]

I KNEW that was what had been happening. Each time I got one of those emails saying your oder is being 'processed' I queried it with CS and asked them if it meant I was being put further back in the queue and was told no that was not the case. 

Grrrrrrrrrr!!

[jonsie]

That would explain a lot but then they need to amend the system stop this happening. I've said before on this thread that using live chat is a complete waste of time and it now appears it is causing everyone extra delay. Please...do not use chat!!

[Cleoriff]

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@jonsie wrote:

That would explain a lot but then they need to amend the system stop this happening. I've said before on this thread that using live chat is a complete waste of time and it now appears it is causing everyone extra delay. Please...do not use chat!!

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What an absolute fiasco. Beggars belief...

[Anonymous]

Brb whilst I phone every O2 store in london

[Cleoriff]

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@Anonymous wrote:

Oh my god. Just had a reply to my formal complaint. Read on and feel your blood go cold... This is utterly ridiculous.

We initially advised around two to three weeks, but our estimated delivery timescales are now up to six weeks.

I understand this is a long time to wait for your order, but several of our Customer Service agents have worsened the situation. Each time we have attempted to retry your order, an email is sent to you advising you the order is processing. This is because our request resends the order and if a phone is available, it will be sent to you.

Unfortunately due to popular demand, the stock levels are changing very quickly, meaning each time we've resent your order, no phone was available, placing you further back in the queue system. this may explain why some people have received their phone sooner than you.

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More than ridiculous. An absolute shambles ...

[Anonymous]

Do O2 actually expect us to accept that as a response? That's diabolical and farcical. Did they. It say how they were going to address your individual case of complaint? Because if they didn't it shows the lack of consideration they have for their customers and the contempt they have for them.

[Anonymous]

Omg that is an awful response!
Ive worked in customer services for over 10 years and that is just not an acceptable response!

On a positive note the 6+ is gorgeous, cant wait to start using it when i get home. Its like an Ipad mini mini!

[Anonymous]

I've been offered a £30 credit to my account by way of compensation. But obviously that only means something if I stay with O2. 

Assuming my order has just been placed again (I received one of those emails on Friday) then I'm looking at a further 4-6 week wait. 

My advice is: do not under any circumstances go on live chat! They seem to be the culprits here. And if you do speak to someone in person and they offer to resend your order, obviously say NO.

[Anonymous]

£30 does not make up for the lies, negligence and incompetence. I'm still awaiting a reply to my complaint.