New customer, not the best start ...

[Anonymous]

I saw the nokia 620 was on offer on Wed and thought it would make a nice impromptu gift for the wife, and timed nicely with valentines, she's on orange but looking to change, so I order, get confirmation, get dispatch confirmation and then a text with a time slot.

I check before work and it's on the van for delivery.

I tell her to wait in for a surprise and then get back after work to find nothing - check tracking, and it shows "STOP-DELIVERY" so I phone first thing the next day to be told O2 had requested it was stopped and returned to O2. The money's already out of my account and the address on the invoice is correct.

I'm a bit annoyed that no one phoned or emailed me to tell me they had recalled my order so I get onto the online help.

They look and say all they can see is it's not been delivered and to phone a premium rate 0844 number for sales. I'm vodafone so that's about 34p/minute.

I get through and get put on hold, after 10 minutes on hold I give up and try again, that's £3 wasted. This time I get through quickly but they can't find my order, after a few minutes they find it by searching on the new 02 number I'd been allocated, so off they go to find out. 10 minutes later they apologise for the delay and I state the call is costing me 34p a minute and they ask if I could use an o2 phone to call instead.... Which I would have if the o2 phone I ordered had turned up.

After a total of over 40 minutes on hold they get back and say they might have made a mistake and that it'll be returned to them and I'll get a refund, so sorry and was there anything else I wanted.

I explained that it was a one day only offer and that I had now spent over £15 on phone calls trying to find out where my phone was. they didn't seem too sure what to do, so I gave them my number and asked them to look into it and call me back, but I've heard nothing back yet 😞

I understand mistakes happen, so I guess my feedback is if you don't want to loose new customers you might want to look into having a sales team that's not on a premium rate number or who can offer to calling people back swiftly.

I'm £15 out of pocket and have no idea if I'm going to end up with a phone or not.

[perksie]

Looks as if you may have to make a complaint, hopefully they will reimburse your out of pocket costs:

http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE?New,Kb=Companion,question=ref%28User%29:str%28Mob...

[jonsie]

It's certainly a strange set of events and you have been badly let down. I hope you get a proper explanation from them and reimbursement for your out of pocket expenses.

[Anonymous]

That's not on hope you get it sorted in the end

[Anonymous]

I did as perksie suggested and went to log a complaint, the online agent box popped up so I thought I'd give it a go again. This time it was an agent from the complaints team so they seemed to have better access to things.

So I've now got a contact details for someone who's going to deal with my problem.

Let's see if I get anywhere.

Cheers

[jonsie]

Good luck with it, hope it's sorted soon.

[perksie]

Best of luck!

Give them the link to this page.

[Anonymous]

Good luck let us know if they promise to ring you back and then don't in my experience that's what they do you have to keep chasing them

[Anonymous]

Well they did phone back, but only to tell me that a system error had triggered a fraud stop on my order, and that it had been returned (in contradiction to what I'd been told by the complaints team).

the solution ... just go an order it again online and wait for my refund and then wait for the sales team to phone me back and they'd credit the difference

... only problem is it's out of stock... the sales team said maybe I could try some stores for stock. They couldn't order a replacement for me or even check stock, just kept saying use the website. I asked how I could get in contact with them and they said I couldn't and just had to wait for them to phone me back.

So basically I'm expected to fork out another £150 on top of the £120 that I'm waiting to be refunded, and then hope that they get back to me again to refund the difference. As well as possibly having to drive out to an O2 store (if they even have stock).

I did reply to the complaints team email as it said "Please reply to this e-mail if you need to know anything else" only to get an automated response saying don't reply to this mailbox it is unmonitored 😞

Incidentally I did initially point the complaints team at this post, but they said they didn't have access to the forum.

I changed from Orange to Vodafone a few years back and was surprised at how fragmented their organisation was with clear silo working and a similar "we can't check that from here" response, but at the moment the mess of O2 is making vodafone look amazingly coordinated and organised.

[jonsie]

All round, terrible service and doing nothing for the reputation of a major telecommunications company.