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.

[jezza1234]

I feel your pain

I had a very simialr issue(amongst many others) when I upgraded my phone at the back end of last year.

I had the same responses from UK Mail. I learned however that the driver that was supposed to deliver my phone didnt as their time ran out that day and it was returned to the depot for re delivery the following day. However UK Mail failed to book it back in on their system so there it lay.

To resolve this I called, out of desperation, the O2 accounts dept in the UK to ask what I could do as  I was being charged fo a tarriff and device I actually hadnt got.

The very helpful agent took ownership of the issue got it sorted and my phone was delivered later the same day.

I tried the same avenues you have and got exactly the same result (teflon shoulders) but call the UK accounts guys and they should help you sort it especially if you say your are looking to cancel and get compensation. That focuses their minds nicely

However this is all no compensation for incredibly poor customer service form O2

Good luck I hope you get it sorted

[jonsie]

That's the big problem, getting someone to take ownership of an issue and see it through to a solution. To many advisers just pass the problem on. 

[Cleoriff]

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@jonsie wrote:

That's the big problem, getting someone to take ownership of an issue and see it through to a solution. To many advisers just pass the problem on. 

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Which is sad because until the person receives the phone the responsibility lies only with O2...

[Toby]

Hi Jonathan,

I cannot give you a definite answer, as I am not privy to that process in my role. If you send me a PM, we can have a chat and I can get some details from you to ask the rest of the team