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Level 2: Apprentice
Posts: 4
Registered: ‎24-04-2020
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Undelivered item. Poor communication

Hi all

This is my first post.

I wonder if anyone has a view on this:

I ordered a new iPad 2019 with sim on 10th April. The ordering process suggested it would be delivered on 14th. They even told me what the mobile number of the new machine would be.

 

The order confirmation said that reviewing the order would take 24 hours.

I am an existing customer, and my mobile number showing on the order is correct.

 

2 weeks later:

No iPad; no email; no live chat; no phone lines available for this sort of query.

very frustrated.

 

especially as the ipad is intended for my 93 yr old mum who can't get to see the family during this lockdown.

 

Any ideas anyone?

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Posts: 88,234
Topics: 738
Registered: ‎14-01-2013

Re: Undelivered item. Poor communication

@PGMW 

I have every sympathy with you. However, I'm not surprised as Covid 19 has caused disruption to everything including stock levels. O2 staff are limited due to social distancing.

 

There are numbers to call, all included in this link. Call any or all. Press any option (even if it's not relevant to your query.)

Best of luck Guide: Coronavirus Community Help and Support 

*The Game Is On*

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Posts: 80,323
Topics: 573
Solutions: 3,855
Registered: ‎04-01-2009

Re: Undelivered item. Poor communication

Many people are waiting for ipads and there is no information as to when O2 will get more stock

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Level 2: Apprentice
Posts: 4
Registered: ‎24-04-2020

Re: Undelivered item. Poor communication

Many thanks for the quick replies.

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Level 2: Apprentice
Posts: 4
Registered: ‎24-04-2020

Re: Undelivered item. Poor communication

Hi everyone again.

Thanks again for your help

Just got through to a customer service agent who says the purchase order was cancelled yesterday at 12.00

Interestingly - exactly the time I made the first post.

He said he thought it was probably the credit check but couldn't be sure because of limited access to the system.

They have no history of payment problems from me!

and still no email to say what was happening.

 

Frustrated.

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Level 2: Apprentice
Posts: 4
Registered: ‎24-04-2020

Re: Undelivered item. Poor communication

Hi everyone

 

Just to say that I tried re-ordering this yesterday and the offer of Chatline help came up which I accepted.

The operator was very helpful (Neil)

and at the end I was given a number to call to check a few details which resolved the issue.

 

I believe the order is being processed now.

 

Thanks for your help

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Posts: 80,323
Topics: 573
Solutions: 3,855
Registered: ‎04-01-2009

Re: Undelivered item. Poor communication

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Posts: 88,234
Topics: 738
Registered: ‎14-01-2013

Re: Undelivered item. Poor communication

[ Edited ]

I knew chat was back on today. I checked in the shop for someone and the chatbox came up asking if they could help. So a day earlier than expected.

Good to hear @PGMW 

*The Game Is On*

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