Dhl and O2

[Anonymous]

Hi,

***post edited due to arrival****


Neil.

[Anonymous]

Couldn't really say it is o2's fault. What do you want them to do, deliver it personally?

[Anonymous]

Firstly, there isn't a £15 100minutes unlimited text deal for 18m. This is very clear on the website.

Secondly, what did you want o2 to do? Give you a call every 10 minutes with an update?

Once a handset leaves o2 its out of their hands and they entrust it to DHL, there are bad apples in every basket, on the whole though DHL are normally very good, I've always received a good service from them. With the recent weather though I know there is a backlog of deliveries so it could be that they simply didn't get time to finish their rounds or it was put on the wrong van. As far as I'm aware there isn't much of a way to escalate a complaint with DHL from o2's side, if it was a week and your order hadn't turned up then they would simply send you another phone, but for a failed delivery, not much and it wouldn't change anything if its sat at someones house.

I don't see why they should reimburse you, you decided to have it delivered and you decided to make the trip, you could have requested it to be left with a trusted neighbour or waited till Monday, or you could have just taken it out instore.

If you refuse delivery then this will send the handset back to o2 and your account will be cancelled, but it is in your best interests to phone up and check it has been returned, if only for your peace of mind. However you can't go into store for 30 days because you can only have 1 credit check every 30 days with o2, trying again will make it decline and will look bad on your credit file.

[Anonymous]

Neil, I don't see how such an insulting and bullying attitude is going to help in your complaint.
I have always found that being level headed and calm gets thing done a lot more quickly.

[Anonymous]

Thanks for the replies but you are all missing the point,the level of service I have had from point of order has not been acceptable and if you read my post you will see:
1. Nothing to do with the weather.
2. I never asked for a call every 10 minutes just staff to do what they say.
3. The insulting attitude has come from both O2 and DHL because I on both occasions (with no contact from O2 and driving to DHL)have attempted to sort out the situation but they have not complied with what they said.
4.I was told by DHL that O2 don't allow them to drop packages of with a neighbour.
5.The information supplied by O2 whilst I was at the depot regarding me wait 7-10days seems to be wrong then according to a members comments.
6. If you nip on to the O2 website and build your order (select phone then tariff) you will end up with this:
Your Package,


Your phone / Change
Nokia 5800 XpressMusic
FREE Your tariff / Change
14.69GBP Tariff
18 months contract
Includes Unlimited texts £15.00 No extras added
Monthly cost£15.00 One-off costfree

Your loyalty to O2 is commendable but lets look at things properly before posting replies,I am a loyal O2 customer and that's why I wanted another two contracts but as I said in my first post poor customer service.DHL is O2's appointented carrier so it's not up to me to sort out any problems however because I was reasonable I did try and sort the problem out by following THERE carriers instructions so I think it's now up to O2 to sort this out.


Neil

[adamtemp64]

to get the 100 mins you need 24 months just tried adding in the shop.

on 18 month no mins included.

[Anonymous]

to get the 100 mins you need 24 months just tried adding in the shop.
on 18 month no mins included.

I bet thats the tariff he's done, the 0 mins and 1 free bolt-on tariff and got them mixed up with the £15 24m Bonus when explaining it to the person on the phone.

Neil, personally I think your getting far too wound up about this. You're approaching this all wrong and you've managed to insult me, I don't think I'm "THICK". If you go to DHL or O2 then please try to be calm and resonable, insulting someone on the end of their phone because they can't do what you want is unfair, they're only acting in accordance of what they're told.

What timescale was you given?

[Anonymous]

I ordered a new phone last tuesday for delivery thursday, waited in for the phone but it didn't arrive, when I checked on the DHL website at 11am a note had been added that it wasn't being delivered due to "adverse weather conditions" (a bit of snow)
It was delivered the following day, though I cant really see what difference a day made, I got the phone in the end, although I dont know if I'd be prepared to wait 2 weeks to get it!

[Anonymous]

Hi,
Yes you are correct it does then say 0 mins but only when you go to basket so that is my error :robotsurprised:.
Adam the mistake was mine and I was not saying you where thick just hoping that there may have been a better deal.

I have said TWICE it's nothing to do with the weather it's just poor customer service that's all.

I have spoken to O2 this morning and they confirm it is there responsibility to sort it out (at last someone agree's)and she has also confirmed that I will be given 1 free months credit for my inconvienience because in her words "I have been given really poor service".They have a dedicated line to DHL for telecoms orders.

Now I have contacted DHL and they have told me that it was passed to the wrong courier and they won't go out of there way to deliver it (due to being paid I think about 62p per drop)and I have to wait for him to go back to the depot (when he gets more parcels)or a driver drops more off to his home address,then it will be rebooked and sent out BUT no date given.
I am waiting for a call back from DHL customer service.

Neil

[Anonymous]

Honestly Neil, you are your own worst enemy. It can't be good to get so worked up that you resort to name calling. A sensible, calm, level headed approach. If I was in your position I would have used the O2 complaints procedure.