Phone Upgrade Still Not Delivered After 35 Days

[Anonymous]

So, I've been with O2 for 10-12 years now, one of the main reasons I've stayed with them for so long is their typically great customer service.

However my recent experiences have been deeply disappointing.

I order an upgrade to my phone on the 15th of May, it was due to arrive the 18th. On the day I received texts saying my new phone would be delivered at 14:00, I waited at home and nothing came, yet the deliverary service UKMail said the phone was delivered on their online parcel tracking service. I checked the deliverary address, it was correct. So I sent UKMail a complaint. Couple of days later they sent me an email saying my case (complaint I assume) had been closed... no further details as to why, or confirmation that my compliant was being dealt with. So I made another complaint... same result, case closed, no explaination.

So I got in touch with O2 via their online chat assistants, they assured me they'd look into it, apparently the deliverary needed a signature and I did not sign for anything so there would be proof clear UKMail did not do their job properly.

A week later no corrospondence for O2 other than an ironic "Tell us about your new phone" generic email.

So I got back in touch, again they told me they were working on it and they had "escalated" the concern of my issue.

Another week goes by and not a peep from O2, so I got on the online chat again. This time I asked if they could please keep me updated with the issue, they assured me they would and the adviser said he would take personal responsibility for trying to resolve my issue seeing as I had been patient and understanding.

That was about 10 days ago and still no word from O2, I checked my bank account and I am being charged for a tariff for a new phone I haven't yet received. I have constantly had to chase up O2 as they have failed to update me once in 35 days.

This is simply not good enough, I have been a loyal customer for years and I am so frustrated and disappointed, I needed that phone as my old one is on the blink and the battery cuts out regularly. I am seriously considering complaining to OFCOM because so far O2 have only paid lip service to my problems and it's got me no where, and they have the cheek to charge me for a phone I dont have.

Please O2 sort this out, you used to be great.

[MI5]

There are other options for a "Refresh" type of contract now.
I had some info through the post from Virgin Mobile offering the same type of contract so don't feel compelled to O2 for a refresh contract.

[jonsie]

Interesting. I think all the networks will soon be doing this.

[MI5]

They will have to all offer something similar in order to compete, I guess.

[Cleoriff]

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@jonsie wrote:

Interesting. I think all the networks will soon be doing this.

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They should do if they want to progress. The Refresh deal has been unique to O2 for quite long enough really..

[jonsie]

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@Cleoriff wrote:

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@jonsie wrote:

Interesting. I think all the networks will soon be doing this.

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They should do if they want to progress. The Refresh deal has been unique to O2 for quite long enough really..

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A unique business plan is only unique until your competitors jump on the gravy train....

[Cleoriff]

You never know...if O2 get hit by competitors offering similar Refresh type deals....they may have to try to improve network coverage to keep people...

So probably their next 'unique' feature will be to guarantee the best coverage of all the networks

[Toby]

Hi @Anonymous,

Please talk to customer service about this, but if you continue to have trouble, send me a PM and we can have a chat.

[jonsie]

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@Cleoriff wrote:

You never know...if O2 get hit by competitors offering similar Refresh type deals....they may have to try to improve network coverage to keep people...

So probably their next 'unique' feature will be to guarantee the best coverage of all the networks

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That would be difficult to claim....

[Anonymous]

Hi Toby, thanks for getting in touch.

My plan was to go in store to sort this out as I am tired of being messed about, but I've not had the time to go shopping. Trust me I am very patient and I would never dream of being rude to customer service people, as I know they have a difficult job and it's rarely their fault, but I feel like being polite and understanding has simply meant my issue has been ignored.

If I do go to a store do you think they will reimburse me for the charges I received whilst I have not had my upgrade? Also if O2 do want to make it up to me I would greatly appreciate some added free data to my tariff, otherwise I am considering cancelling and moving on to make a point, sad because I do like O2, but I don't feel my 10+ years of loyality has been valued really.

Hope you can help with this.

All the best,

Jonathan

[jonsie]

I hope @Toby can help you with this, you certainly deserve some kind of goodwill after all the problems.