I ordered an iPhone 6 from my local O2 store in Highcross, Leicester on Sept 19th.
On the receipt it states that the order is expected on Oct 7th
On that date I went to the store in anticipation of collecting my phone. That was optimistic to say the least.
I was told that stock was arriving at all times during the day.
So, I went to the store again the next day and was told that they “had no idea” when it would arrive.
I then contacted O2 Customer Services and used their online text “Chat” service.
I asked the simple question “When can I expect delivery of my iPhone”. I’ve been to the store twice and they have “No idea”.
I was asked the following:
O2 Agent: What is the the 3rd and 5th characters of my security question?
Me: I supplied that.
O2 Agent: Can you give me your order number?
Me. Is that the 24 long number on my receipt?
O2 Agent: (no answer to last question) Was the order placed in store or online
Me:In store
O2 Agent: That’s the reason it’s not on our records. Go to the store and ask them.
Me: As I said above I have been to the store twice.
O2 Agent: Is there anything else I can help you with.
Me. Yes, read my last few answers.
O2 Agent. Do you have a reference number and have you checked your emails?
Me.Here’s the number 1571000297319140003544
O2 Agent. Please let me have your email address.
Me' I gave it.
O2. Agent. Because the order was placed in store we have no information.
O2 Agent. Here’s a link to find your nearest store!!!
O2 Agent. Can you let me know the name of the store you placed your order with?
Me. Aren’t you reading this? Are you a computer? Can I speak to someone please?
Me. I paid £129.99. Have you a record of this?
O2 Agent: Can you let me have the GED number for the payment
Me. What’s a GED number? Where do I find it?
O2 Agent: GED is confirmation of payment made.
O2 Agent. Can you let me have the make, model and colour of the phone you ordered?
Me. iPhone 6, 64GB, Grey
O2 Agent: You just informed me of the make and model not the colour.
Me. Read the line above it says “GREY”
I was then handed over to someone who was maybe a supervisor and after more questions he said “We won’t be able to confirm the delivery time at this moment”
This “chat” took one hour and 5 minutes.
What worries me is that O2 Customer Services has no record of my order or my payment.
The first agent didn’t seem to understand almost anything.
I’ve sent a complaint to O2 and won’t be using them again.
