Still waiting for new mobile phone

[KP62]

So I ordered a new Samsung Galaxy S24 on 21st September. I still haven't received it! 

After several telephone calls, emails, complaints, emails ignored by the complaints team, complaints team not calling back when they said they would! I finally spoke to a lovely lady called Fern from the Complaints department.

Who said that as i had been waiting since 23rd September, there was clearly a problem on the system with my order, so she said the best course of action was to cancel the order and place a new order once the cancellation had gone through.

She cancelled the order, processed a refund and also said she would credit my account with a good will payment of £100 for my inconvenience.

She said that she would get a colleague to call me back the next day (as she doesn't work weekends)  to reorder the phone for me.

This all sounded positive, but I was naturally wary that anyone would bother to call me back. Guess what... 2 days later I'm still waiting for a call!  Not surprised at all, given my recent experience of 02 customer service, which is appalling! 

I absolute despair!! 

[Oxonian]

@KP62 

Please see :-

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

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

In particular :-

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.

[Bambino]

@KP62 Did you get the phone and the £100 goodwill gesture? If so, take it and get what you want from another provider, but keep in mind that trying to get a phone from anyone at this time of year isn't going to be easy.