So I had ordered the iPhone 7 bus 32gb matte black on the 9/9/16 I got my confirmation email at 9.32am but since then I have heard nothing from O2.
I went on live chat on 12/9/16 to be told that my phone should be received by the 23rd & I'd receive an email/text shortly, on the 13th I had no email bearing in mind my order confirmation said they would aim to get the phone to me by 13/9/16 which is strange since official release is 16/9/16.
So I ended up chatting again on 14/9/16 to then be told it would be in with 2-4 workiing days (20th being the latest) & that the previous adviser had added me to the priority list & then told me that I would receive the first stock guaranteed.
Then heard nothing again so I decided to do a live chat on 16/9/16, to be told that I am first in the queue for the new stock that was due in on 20/9/16. This adviser then proceeded to guarantee that it would be in on the 20th.
I then spoke to live chat on 17/9/16 after reading some of the forums to then be told that everything that everyone told me was incorrect & I would need to wait for an update on 20/9/16 by 10am which I never received.
I then decided to call up & make a formal complaint on 18/9/16 all systems were down which is understandable. I then called on 19/9/16, spoke to an adviser who told me that everything I had been told was completely incorrect & that I would have to wait up to 6 weeks, that the live chat team would not know anything about stock(which I find ridiculous) & also that there is no such thing as the priority list, I then asked to speak with a manager to file a complaint, the manager came on the phone & assumed I wanted to make a complaint regarding not having the phone, I repeatedly tried to explain that I wasn't making a complaint regarding not having the phone but regarding the misinformation, she then proceeded to offer to call me on 20/9/16 in the morning to remind me to call the store to check my order & then would call me again in the evening to ask if I had received it, she then said this was the best she could offer, my exact words were "I completely disagree with that", while trying to again explain I was making a complaint regarding the misinformation & NOT the fact I did not have the phone I was put on hold & then cut off. I waited 10 minutes for a call back in case this was a mistake, I received no call back.
I then called back, spoke to an adviser who then said she would get a manager for me to speak to, she placed me on hold for a few minutes to then be told she had sent an email to the previous manager I spoke to so she could call me back & that she had CC'd me in this email, I never received this email. I then asked for a manager while still on that call, I was on hold for around 20 minutes to then be told there was no managers & that I would receive a cal back in an hour.
No call back was given so I again called back in spoke with a brilliant adviser who apologised & got his manager on the phone straight away, I then spoke with this manager who said I should not have been told all this information & that the earliest I would receive my phone would be in 6 weeks. I then started asking why this was the case when I have guarantees of the 20th & the 23rd, he then proceeded to tell me that should not be the case, I told him I had screenshots showing this & a guarantee that I am first in line, he asked for me to email this & a copy of my email mentioning the delivery on 13/9/16, I sent him & he said the key word in the email was "aim" as in "aim to deliver by the 13th", I said I don't care about that I care about the fact the advisers were blatantly lying to me. The manager then proceeded to tell me there was nothing he could do. I then told him I wanted to make a complaint & asked about the complaint procedure as ANYONE SHOULD KNOW.
He then told me "I'll fill a form in & they will contact you" I asked him what the timeframes were, he could not tell me & told me complaints told him not to discuss this even though all this information is online, I was int he middle of speaking when he placed me on mute, I stopped & asked why I was on mute he said it was because he was "talking to his colleague", I then told him that the mute button is not for that & that I do not want to be placed on mute again & that I was not happy that he was then talking to a colleague when I was trying to talk to him, he then gave me a half hearted apology, I then again told him I wanted to make a complaint, to which his reply was a heavy sigh & then told me okay. I asked what he was putting in the complaint & he had put in the phone being out of stick, I told him I wanted him to note that I had been lied to & been told that I was guaranteed to receive the phones on these dates & he told me he would, I also done live chat while on call with the manager & the chat agent told me that I would receive my phone tomorrow, manager said it was incorrect & proceeded with my complaint.
I have had no updates at all without me having to chat or call, I called up again today to be told that there was no update due to the contact settings not being set up, I said I receive messages from O2 all the time & I wanted to speak with a manger, I was then told I'd receive a call back.
Still waiting, still annoyed, still looking around for a new provider.
