o2 ARE LIARS !!

[Anonymous]

Apologies for the dramatic subject line, but I am fuming. I really am.

I'm not an inpaitent person and I very much understand the strain companies can be under at times where demand for their product is high. However this does not excuse a company for not keeping their customers informed correctly.

When I placed my order on the 23rd of September, I received an email saying the order was being processed and my phone would be dispatched shortly. It also stated online that it would take 'up to' 14 days.

The 14th day is today - The livechat assistants at o2 just tell me that the order was out of stock at the time I requested it. If that was the case, why didnt it say so online?! If that was the case, why tell customers they will receive it in up to 14 days? If that was the case, why send me an email the same day saying the order is being processed and will be dispatched "shortly"? The definition of "shortly" my dear o2 managers is NOT 14+ days for crying out loud !!!!!!!!!

Each time you speak to a different team member you get told a different thing. How difficult is it for o2 management to have kept a spreadsheet or something showing what date they are up to so far and in turn allow their staff to give good, accurate updates.

I never have any issues with o2 apart from when it comes to getting new phones. Last time they messed up my girlfriends order and this time with my phone they are keeping me in the dark.

It isnt acceptable to take a customers money, say 14 days, and then change the message online to 4-6 weeks and fob then off with 'its coming soon', 'it will be sent asap'. It's a total failure in customer service.

If I dont get the phone dispatch message within the next 48 hours I'm going elsewhere. (P.S - I know people have been waiting a lot longer than I have, but that adds to my anger as I know how long people are being made to wait and it's a hell of a lot longer than the 14 days promised!!!)

[jonsie]

It's always difficult when you are reliant on a supply source not under your control. They give best estimates based on the information available.

What I do find unacceptable is that you speak to half a dozen different people and get 6 different answers. There is no consistency in what they say. As for web chat, well they seem to live on a different planet most times.

[Anonymous]

Sorry @Beenherebefore, I don't agree with what you're saying here. 

o2 know exactly what they're doing - they've accepted orders for all these phones knowing full well the stock wouldnt deliver in time. They can see how many orders they are getting and they know when stock is coming in (proven by speaking to CS).

Therefore, they have taken the decision to accept orders based on incorrect lead times. Hence intentionally lieing via the website to get as many orders as possible and hope that people will just be good, paitent little sitting ducks.

I also dont see the relevence of whether I as an indival have ever given out incorrect information as I am not one of the UK's largest telecommunication companies. Nor do I have a website that easily enables me to communicate with millions of people. If I did, I'd be dam sure to make sure I only posted correct information.

o2 can not be excused for this. Their inaccuracy and false information is the problem, not the delays in the phones being dispatched as I've said previously.

[Anonymous]

@Anonymous I hope you and others still waiting have your orders satisfied asap.

[Beenherebefore]

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@jonsie wrote:

It's always difficult when you are reliant on a supply source not under your control. They give best estimates based on the information available.

What I do find unacceptable is that you speak to half a dozen different people and get 6 different answers. There is no consistency in what they say. As for web chat, well they seem to live on a different planet most times.

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And this type of communication is exactly what O2 are guilty of.

If you give out information that is subsequently found to be incorrect, the customers should be notified quickly not left thinking that they will be receiving the phone on the original date.

O2 have the perfect vehicle to give out up to date information.....this Community....but they refuse to use it.

[Cleoriff]

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@jonsie wrote:

It's always difficult when you are reliant on a supply source not under your control. They give best estimates based on the information available.

What I do find unacceptable is that you speak to half a dozen different people and get 6 different answers. There is no consistency in what they say. As for web chat, well they seem to live on a different planet most times.

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And what I find unacceptable is the amount of time this happens again and again.

A website showing an item in stock...when it isn't ...is more than poor communication....it is appalling practice

[Beenherebefore]

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@Anonymous wrote:

o2 can not be excused for this. Their inaccuracy and false information is the problem, not the delays in the phones being dispatched as I've said previously.

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I agree 100% with those 2 opinions

[jonsie]

This has been happening on every iphone launch since it's inception and isn't ever likely to change. They take the money and cannot guarantee a delivery date which in fairness Apple themselves cannot always guarantee. More worrying is the fact that in recent months this has been happening whenever there is a promotion such as the ipad, the Sony farce and now the Moto 360.

One reason I will never buy a phone from any network as a quick google of the other networks show identical problems.

[MI5]

That's the problem exactly.... All networks are falling over themselves to get the business on the books and worrying about how they are going to deliver it is an after thought 😞

[Anonymous]

That is the absolute nail on the head @MI5.

[Cleoriff]

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@MI5 wrote:
That's the problem exactly.... All networks are falling over themselves to get the business on the books and worrying about how they are going to deliver it is an after thought 😞

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Whilst they hang on to YOUR money...in THEIR bank accounts