After the initial 4 week wait for the orange 17 pro max I finally received my tracking last Monday, expected delivery the next day.
I took the day off work to be there to sign for the parcel, after checking in the AM the tracking hadn't updated with the 'in transit / out for delivery' status, nor was I given a delivery window. By around half 9 the tracker updated to say there was a delay and that delivery will take place the following working day, fine.
By Wednesday the tracker still hadn't updated to say it had scanned into the local depot, nor was it out for delivery, my concerns started to get the better of me. I called o2 who had confirmed DHL collected the parcel on Monday evening and that I should get in touch with DHL to find out what's going on so I did. DHL confirmed that the truck that collected the phone never scanned into the warehouse Monday evening and that they were investigating. I didn't hear anything else that day.
Come Thursday, DHL e-mailed me to say that the phone was deemed 'lost in transit' and that I should get in touch with o2 to have a replacement issued out, so I called o2 and they said that they haven't actually received notification from DHL that this has happened, no notes on their side so there was nothing that could be done at the time. I was frustrated, I wasn't getting the answers I needed.
I left it until Friday afternoon, until o2 finally confirmed that my phone was indeed lost in transit, someone said online that the truck that collected the phones from o2 on Monday was probably broken into, as I've been speaking with several others that have experienced the same with their orders that were due for delivery on Tuesday.
I've been told o2 are working with their insurers to arrange replacements, but I've not been told how long this will take. Will I be waiting a further 4 weeks for a replacement? Is this being treated as priority? Further to the above, I've now started getting texts / e-mails on a daily basis telling me that I need to send my old phone back to complete the switch up process, and on top of this, I am also now being charged both contracts and my bill has gone through the roof this month.
I'm getting different answers through different channels, but not answers to the questions i am asking, live chat on the website is garbage, and tells me I need to use the chat function through the app, even though I get put in a queue for 99 minutes and as soon as an agent connects, we talk for 5 minutes and then I get an error and the chat disconnects, only to be added into another 99 minute queue.
I requested to speak with a manager but the agent dealing with me at the time refused to transfer me over, after I asked to speak with a manager twice.
I am frustrated
