Problem with delivery/upgrade ? Read it !

[Paw2]

Hi. I ordered new phone on 29 november. It was upgrade. On monday i took day off to go to shop to collect device - as i supposed to do. There wasnt delivery - i did get at monday 16:20 text message that delivery coming tuesday to shop. I took second day off - went tuesday to shop no phone - i called costumer service - they told me its coming wednesday ( i could get another day off). Tuesday 16:20 i did get another text message i getting phone on wednesday. On wednesday nothing - i called costumer service and they told me its coming tomorrow. On thursday the same situation - the were lie me everyday. Im paying for all ny lines about 300£ each month - its a joke. I called them again and ask them to speak to manager - i was waiting 20 min but apoke with one. First of all they told me the phones will be send to people max to 20 of december !!!!!!!! And second of all they took 55£ from my another bill. And i hope u people will be bully them and force them to make this up to u as well. O2 its a joke lately

[Enlli]

Well, there is nothing much we can do as a customer only Community.

As to O2 being a joke, I think we will agree.

Can't see it getting any better. Frankly it seems to be heading the other way.

[DonnaSimpso]

Im in same situation- cant get an answer as to where my phone is. Upgraded on black friday 

[Paw2]

Just so u know - still no delivery hahahahhahahhahahahha. From 29th. Today 21 december. They are bunch of ******

[Paw2]

-

[Paw2]

On 1 january they called me and said they dont have phone in stock - after 1 month !!!! ( atill selling online )

they told me they will cancell order - still not cancelled

opened 11 cases and 7 incidents

they holding me as hastage in o2 !!! Cant get phone which i payed for and cant cancell order/ contract!!!!

still paying for something i dont want !!!

lost more than 40 h !!!!!!! On phone whit costumer service from 2 december !!

dramatic

[Bambino]

@Paw2 As said this is a customer community, so all we can do is sympathise.

You can lodge a formal complaint, but we are told the response time is 8 weeks: How to Complain | Help | O2

You can also try to reach O2 via social media, which is UK based and supposedly more responsive:
Facebook (https://o2uk.co/O2CFB), Twitter (now X) (https://o2uk.co/O2CTW), or Instagram (https://o2uk.co/O2CIG)

[Paw2]

I done multiplie complains and nothing. Need to go to ombudsman and sue u

[Bambino]

@Paw2 You need to get a deadlock letter from O2 before the ombudsman will look at your complaint. You aren't suing anyone here.

[Oxonian]

The problem is @Paw2 that O2 have eight weeks to deal with your complaint, but every time you submit a new complaint, it restarts the clock at zero. 

This explains the process going forward :-

Customer+Complaints+code+250924+V0.2.comp.pdf

https://www.o2.co.uk/documents/456036/3782743/Customer+Complaints+code+250924+V0.2.comp.pdf

What happens next?

If you’re not happy after we’ve responded to your complaint, or if your complaint isn’t resolved after eight weeks, you may wish to refer your complaint to an Ombudsman. The Ombudsman is a free service, which will independently review your complaint. They investigate complaints fairly by listening to both sides of the story and looking at the facts. Their decision is binding on O2, but not on you as a customer.

O2 work with two Ombudsman service providers, depending on what your complaint is about. When you speak with our complaints team, we’ll make sure that if you remain unhappy you’re provided with a final position letter, which will detail what we’ve done and advise you which Ombudsman you should contact.

You do not need a deadlock letter to refer to the Ombudsman if 56 days have elapsed since you complained and you have heard nothing. But although this is not explicitly stated, that is probably 56 days since your most recent complaint. 👍