Bit confused after an upgrade re: Order status

[Anonymous]

Hi people,

Thursday morning I upgraded my phone + contract, and got moved onto this refresh contract (also got a price match on the phone), everything seemed fine at the time and I was very happy. In part of the emails I noticed it stated orders could take up to 6 days to arrive, which I thought was odd as I wasn't asked if I wanted a certain delivery option such as the day for it to arrive (which I'm pretty sure you used to be able to do, has this gone now?)

Anyway, that evening, I got a text stating:
"Sorry it's taking longer than we hoped to send your order. We're still expecting more stock soon. We'll text you again as soon as we have a delivery date."

Which was somewhat suprising as I hadn't been told of any stock issue when ordering the phone (Do the retentions staff at O2 even have access to stock info?)

I also got an email saying "thanks for your order" etc. etc. and said to check the progress of you order click this link, but the link just sends me to a page saying sorry your help session has an error, if I check the order via my02 it just states in progress (not v helpful).

So I emailed customer services and did a webchat. The guy on the webchat checked and said the order was "awaiting dispatch" and I'd have it in 24-48 hours (the email came back saying oh i see you chatted with someone so I don't think I need to answer your question anymore).

Assuming I'd get a text giving me a delivery date I waited. It's now been all day so I rang customer services this time. The lady was very helpful but just said the same thing. It's awaiting dispatch still, and for some reason doesn't have a consignment number (which apparently is odd?) and was advised to just ring back tomorrow.

Does anyone have an idea what's going on? I hope I'm just being paranoid / impatient, but it sounds like something odd is happening, texts that contradict advice given, no concrete idea of what's happpening with my order or when it may arrive. A phone contract is a big deal for me so I suppose I'm a little anxious.

Sorry for the mass of text. Is it usual for a phone to be "awaiting dispatch" for a whole day whilse texts are sent out saying it isn't in stock, after you just ordered it, and then not have a consignment number (though i don't even know what that's for, assuming to do with delivery) and the email links for tracking to fail?

[Anonymous]

Hi,

Im sorry but this has happened over and over again when ordering or upgrading online.

This happens will all the networks if going by their forum boards.

The phone seems to go out of stock occasionally.

Which one have you chosen ?

I would ask if the phone could be collected from my local 02 High-Street Store or cancel the online Upgrade and do it in store, although this puts you in danger of losing part of the deal you have.

The network wants to get you the phone asap so they can start the contract and make money, so im sure its not intentional to annoy you and make you wait.

[Anonymous]

Thanks for your reply.

It's a samsung galaxy S4

Yeah I doubt I'll get the price match if I cancel and go in store. I don't mind having to wait a while, I still have a working phone, it's just not knowing what's going on that bothers me, especially when I get mixed messages as to whether it's in stock. Pretty sure if it isn't in stock the O2 staff shouldn't be seeing it as awaiting dispatch, but maybe it's just a default setting on there system.

I'll wait a while before getting too panicky, but I just hope it actually is going through the process, rather than falling down a rabbit hole somewhere!

[Anonymous]

Your welcome.

The Samsung s4 is a newly released handset and as such demand will outweigh supply.

You don't have to wait and hope.
Contact 02 on 202 from your phone or use Live Chat.

http://www.o2.co.uk/mobile/contactus

Nope you enjoy your new toy once you've received it.

[Anonymous]

Was just about to post the same questions as I have exactly the same problem! Upgraded to the samsung galaxy s4 online. Everything was fine until i receive the "out of stock" text. So I went to live chat yesterday and was getting told that the samsung galaxy s4 is back in stock and my orderwill be dispatched the same day and that I will receive a confirmation via txt msg.

No text msg received until now. I get really frustrated as well as O2 give out wrong information and dont update you automatically.

Can I not just go into a store, give them my order number and collect the galaxy s4 there? As I dont know when O2 will be able to sent out the phone to me..

[Anonymous]

You can cancel your online upgrade and then visit your local 02 Store to upgrade there.

[Anonymous]

Be aware that if you got a price match offer (like mine is) you can't go in store as they won't honour it (no idea why), but if you just did a standard upgrade that should be fine. Just cancel the order, go into store and do the same upgrade.

I rang again to check the status with customer services, the lady confirmed that these are out of stock and expected monday (though as I've worked where this lady does before in o2 I know these dates aren't always reliable) but I'm happy now that I know it's just awaiting stock.

What shocks me is the fact that the 3 customer services people I spoke to before don't know that awaiting dispatch can mean awaiting stock (why they don't put a "awaiting stock" status is beyond me, probably to avoid informing people who didn't expect to have to wait). I was told on three occassions that it was imminently being sent out (the web chat guy even said it would be with me in 24-48 hours). O2 and capita could do with at least informing their staff correctly so they don't misinform people accidentily.

[Anonymous]

Doesn't surprise me to be honest

[Anonymous]

@puppaz mine is just a normal upgrade and not a price match so I will go today into a store and do the upgrade there. I wouldnt mind waiting actually - if they could at least give correct information when they expect new stock. Like this its just annoying and as a customer you shouldnt need to call all the time, they should inform you automatically.

@bandofbrothers thank u! I will do this today. But how do I cancel my order online? I am logged into my acoount and under my orders but even if i klick on the order there is no "cancel" button.

[Anonymous · Accepted solution]

Contact them on 202.

And your very welcome.