New Samsung S23 phone Now over a week late in delivery

[Ruth_AB]

Hi,

            I have on the 5th October Purchased a New Samsung S23, which I was told was in stock.

I was sent the forms to sign, and I then got an email stating my order was received, keep an eye on the inbox for progress and delivery. This was timed at 16:25.

At 16:54 the same day, I get a 2nd email Headed We've got news on your order.

The 1st line stated   -   

Sorry to bring bad news, your order is out of stock.

But we're on the case. We're doing everything we can to deliver your 
order (number: ms-224809613) as soon as possible.

I have now been waiting 9 days, surely it does not take this long to get a phone from the Store room, or am I being nieve, from the Manufacturer!!!! Samsung?

[jonsie]

Looks like you should contact the sales team as they can help with that – message them on Social Media if that works best for you

See links below

Or you can call them from 8am to 8pm on 0808 002 0202 or 0800 081 0255

[Enlli]

The problem is O2 do not have a live stock system. So there is no way for an agent to know if an item is in stock or not.

Worth contacting sales

Sales team, you can call them on 0800 081 0255

The opening times are:

Monday to Friday – 8am to 8pm

Saturday – 8am to 6pm

Sunday – 9am to 6pm

[madasaf1sh]

@Ruth_AB 

Actually it could be Samsung that is the issue, as looking at the people who supply retailers with phones as a guide there are not many S23's in the UK, other than the Enterprise Version, available in stock

For Example 

o2 wont be able to order from most of these as they will only deal with the likes of Education, Health and MOD..

If you have ordered the 256GB versions they seem to be out of stock at the likes of EE are on special order, Three aren't quoting a delivery date, the only network I could find with that version in stock was Voda.... 

I do wonder if a fleet order has gone in, so taking all o2's stock as well.. 

Good Luck in getting hold of one... 

[Ruth_AB]

Thanks

[Oxonian]

@Ruth_AB 

I think that @madasaf1sh has hit the nail on the head. My neighbour bought a new Galaxy S23+ direct from Samsung two weeks' ago. When placing the order, Samsung were upfront that the earliest possible delivery date was three and a half weeks later, so that is still ten days' away. As that was ordered direct from Samsung, I can only think that a lack of stock in the UK was the underlying reason.   

[Ruth_AB]

Hi all,

             I did what was suggested and made contact with the sales team.

The female support agent was I must state very helpful in as far as telling me there was a delay on the phone being delivered due to the fact the phone was - Out of Stock - and told me there is a 3-week delay in supplying the phone.

I told her that two weeks were up tomorrow 19th and that we should expect the phone on the 26th - being 3 weeks from the 5th.

I have now asked for a manager to call me and explain why O2 cannot get their supplies of the New Mobile when other companies can.

Furthermore, I also stated that when and if the phone arrives, I require compensation for the delay.

[Bambino]

@Ruth_AB O2 have been doing this to customers for years. Search the site and you will find untold numbers of complaints about out of stock phones. You can pretty much guarantee that no manager will call you, nor will they offer you any compensation for any delay. If you search their Terms & Conditions there's most likely some clause that allows them to wriggle out of any responsibility.

[Oxonian]

@Ruth_AB 

I really doubt that you will get "compensation" for such a delay. However, if you go through the complaints' procedure and ask nicely for an ex-gratia goodwill payment, they might well put a credit on your account :-

How to Complain | Help | O2

https://www.o2.co.uk/how-to-complain

Customer+Complaints+code+250523.pdf (o2.co.uk)

https://www.o2.co.uk/documents/456036/4246828/Customer+Complaints+code+250523.pdf

I suggest that you stress the time that you have had to spend chasing this up, as well as the worry and disappointment that the delay in delivery has caused you. 

[Ruth_AB]

Well after all the advice, I did ring O2 again, and after getting help for my fraud case they are dealing with.(another story maybe)

I requested an update on my wife's phone. The female representative searched all her links, she said, and that the phone should be with us sometime in the next three (3) weeks.

I realize it's not their fault, but I did strongly request that it gets sorted out sooner rather than later.

This was on Monday,

Well something must have been done, because ......

Today I get an email - Subject:- Get Excited. Your order's on its way.

Not to get my hopes up, the - Track your Order - on the O2 website now shows I am at stage two (2) being processed. Stage 3 - On its way to my home address? Not yet 3 to 5 days it says.

Will update if it arrives.