Missing Order.

[GrantJ]

Hi Guys,
2 weeks ago I applied and ordered 2 samsung s6 tabs on contract both approved and dispatched but only one turned up. For last week or so now been chasing up the guys on 202 which they confirmed DHL have lost it even though it was sent and collected as the other one.

Was told now they have to fill out claims form and send it to DHL and go from there. Was told I would be contacted in couple of days but that was 3 days now.

Does anyone know how long these take...I don't know why they just can't send another one to me instead of making me wait...I will be charged in a week's time for a service I haven't even used or got.

Any help?

[GrantJ]

Been hanging on phone lines for hours... they always say someone will be in touch with next steps and never do. Always me chasing them up.

[MI5 · Accepted solution]

@GrantJ 

This isn't your problem.

Call again and firmly request they send a replacement asap.

Guide: Coronavirus Community Help and Support 

[Cleoriff]

@GrantJ 

Try calling again and speak to somone else. O2 are responsible for you receiving your phone/tablet.

If it's lost in transit, you should not be paying for a service when the loss is no fault of yours.

Waiting for DHL to investigate will take ages.

All numbers for O2 are in this guide. Guide: Coronavirus Community Help and Support 

I will also tag one of our account advisors, although they wont be on until Monday 8am now.

@O2Lisa  are you able to help here?

[GrantJ]

I have a few times..... by email and phone saying you can clearly see its lost.. but get same old we'll get back to you in a few days.. 🙄

Guessing 202 goes through to a south African call centre? I keep thinking it's the same guy winding me up.🤣

But loosing the will to live.. just want my tablet

[Cleoriff]

@GrantJ 

Just see if @O2Lisa can help on Monday. She will be on by 8am.

[GrantJ]

Even when 202 guys called up DHL they said it never reached depot but other one did so driver was last tracking history and they don't even have a clue where it is.

thanks for the help guys! More help than 202 so far! I'll wait and see.

[MI5]

Good luck

[Cleoriff]

Mmmmmm...cynical me always wonders why orders go missing when it's coming up to Christmas...

[O2Lisa]

Morning

Thanks for the tag @Cleoriff. I will private message you now @GrantJ so we can look in to this for you.