Disappointed with O2 and iPhone 5

[Anonymous]

Pre ordered my iPhone 5 as a direct upgrade with O2 thinking I would be one of the first to get the iPhone 5, paid upfront, still waiting for the phone.

Everyone else has got theirs and I could have got one from a shop by now or from other network providers.

Disappointed, will never pre order again with O2, and at the end of my 24 month new contract, I will be looking at another network provider to get the iPhone 5s.

Sorry O2, you've just lost another loyal customer, don't know why I'm apologising for this, it should be O2 apologising.

[Anonymous]

I pre-ordered on 14th & still "in progress" It is reasonable to accept that the volumes would be causing issues but the very least I expect as a loyal customer with a family full if contracts is a little communication as to how long my new phone will be and also i would appreciate that they do not take the money out of my bank until despatch or at the very least confirmation of a despatch date! Poor that O2 I'm afraid, I will need some convincing next time 😞

[Liquid]

Haha no I'm definatly not employed by O2 just have too much free time on my hands:)

Difference between me and the gurus is I'm fluent in English and you'll always get the same answere from me.

[Anonymous]

I'm in exactly the same situation - pre-ordered on 15th, waited in Friday - no delivery. Rang O2 saturday they said they thought it was with the courier but were unable to give me a tracking number so i dont believe them 😞 very poor O2 - my local shop had stock in town on Saturday so ironincly if i hadnt ordered early i could have a phone by now!!!!!

[Anonymous]

I'm absolutely funding with O2 at the moment. I had to take last Friday, the day that O2 told me I would receive it, off work to receive delivery of my new iPhone as I work away from home, no phone arrived, apparently DPD were too busy and it was still at their Birmingham hub. After several phone calls to O2 and DPD I managed to arrange delivery for the Saturday morning, so I waited whilst my family went out for the day (don't forget that I work away so don't see them all week) and still no phone arrived. Again more phone calls to O2 and DPD to find out what has happened only to be informed that it has again missed the truck to take it to the local delivery depot. More phone calls and O2 then told me that they would arrange for the phone to be delivered to my work address today.  Guess what, DPD tried to deliver it to my home address and left it with a neighbour, so I now can't get my phone until I get home Friday evening. In the meantime I had arranged to recycle my existing phone and got a good price for it, but that price expires on Wednesday, and so I can't return my current phone until Saturday at the earliest now Ali have lost that price, the revised price is £47 lower.

So a call to O2 this morning to vent my anger and to see what O2 were willing to do in order to compensate me for the financial losses I have incurred, the inconvenience they have caused me, and bearing in mind that I have been a loyal customer since they were BT Cellnet over 15 users ago. And what have they offered? A grand total of £13 off my next month's line rental! I told them that this wasn't good enough and all they could say was take it or leave it, they even said that they could offer more but wouldn't as they thought that was all my complaint, loss of money and inconvenience was worth and I was lucky to get this and not their standard £5 gesture of goodwill.

Great customer service, really? They lied when they said it would be delivered on Friday, lied when they said it would be delivered on Saturday and lied when they said they would change the delivery to my work address, all the time stringing me along and messing up my weekend.

Is anybody on here able to convince me to stay with O2 and not go elsewhere?

[Liquid]

If I worked on commission I would try my best. Im sorry to hear you've had such a poor time. Have you lodged a complaint? They may be able to offer more than customer services

[Anonymous]

Who can I complain to if not customer services? To be told that they could offer me more but were not willing to as they didn't think my situation was worthy enough is just shocking, if they had said that is the maximum we are able to offer I would have been disappointed but now I am fuming. Hate to think of how much money I have spent with O2 over the years, I went over 2 years with average monthly bills of almost £300 when working abroad as well. When I said that I would have to consider leaving O2 she just said "we'll that's your prerogative"

[Liquid]

Hmm she sounds stressed. There is a complaints department as well. They might be willing to do more.

Customer services don't half get trodden on I do feel bad for them somtimes.

[Anonymous]

@Burnside

The delivery promises and the new point of delivery, even though they were verbal, were a contract agreed between two parties therefore O2 are in breach of that contract. Return the new iPhone and go somewhere else.

[jonsie]

Why do O2 use this shoddy delivery company? For heaven's sake change them and pay a bit more for a reliable service.