New phone order not delivered

[Anonymous]

Hi there,

I ordered a new phone on upgrade last Saturday. I placed the order online and entered my adddress and billing info manually. I then got a confirmation through with my old address details (still on file as i moved last year). To be clear i manually entered my new address details but after the order placed the system seems to have defaulted all this to the info on file.

I then phoned o2 and told them this, they said that as it was the weekend they would have to call the courrier on Monday and change the delivery address and that they would do this. My item was then delivered Monday evening, to yes you've guessed it, my old address. The delivery was refused.

I spoke to o2 on Tuesday and they apologised and confirmed that the courier would deliver the device on Wednesday (yesterday) and credited my account with £10 for the hassle.

Again the phone was not delivered.

I then spent 2 hours today talking with various "customer service" people who have so far managed not to resolve anything. I am now been told i will have to cancel my contract and buy a new phone and plan with o2, which is one of the most ridiculous things i've ever heard.

Anyone got any experience of getting through to anyone at o2 who can genuinely help me with this, or even someone who talks some sense. At the moment it's just a fustration of getting incorrect and poor information, and frankly i can't believe it is that hard for o2 to send me a phone which i paid for last Saturday.

Cheers

[Cleoriff]

Hi @Anonymous This is a mess....but basically once your order is accepted via the system, only CS can override that by manually putting in your new address. Obviously this hasn't worked. We know there have been problems getting through to customer services to get issues resolved so they may have been unable to action this on time

Although it does seem ridiculous to cancel and set up a new contract it may be the fastest way to resolve this

You could make a complaint... it wont get you your phone...but you may be offered some sort of compensation

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

[Anonymous]

Thanks, although that seems totally mental, given i've had this account for over 10 years, you would think it should be fairly easy to resolve (i.e. o2 contact the courier to recall the phone and send me a new one in the meantime).

I just called again and spoke to "customer service" who said to speak with UKMail to see if they can re-deliver. However my consignment number isn't being recognised by UKMail's phone system (works fine online), so i'm out of luck with that approach too.

This is turning into a massive nigthmare.

[MI5]

Why did you not inform o2 of your change of address when you moved a year ago?

[Anonymous]

Just one of those things, all bills are online and so i rarely even look at them, and so forgot to notify them of the address change.

Obviously had i done this it would have solved it, however you would think that when you enter an address into an online ordering system that it would actually use that address, rather than default to another address that is on file.

[MI5]

Not with very expensive phone contracts I'm afraid.
I could have hacked your password and ordered a phone and changed it to my address - you wouldn't know a thing until it was too late.

[Anonymous]

Yeh i get that totally, but then it shouldn't give me the option to add a delivery address, it shoul just state that the phone has to be delivered to my billing address.

[MI5]

That's usually for entering a business address to have it delivered to work but I'm sure it states you have to call cs to confirm the change if you do that?

[Anonymous]

Nope nothing stated on there at all, otherwise it would have flagged with me. That being said i did call cs and they confirmed that they would get the address changed and it would be delivered to my new address, both on Sunday and again on Tuesday.

Just managed to speak to a far more helpful lady, who has said that UKMail have told her the phone is now being sent back to o2 and that if i call tomorrow the phone should be back with them and they can then possibly try to re-deliver, BUT that's the 4th different thing i've been told by o2 cs today, so i'm only holding out a small amount of hope on this.

The whole system is frankly a total mess in the back end (i suppose not surprising).

Interestingly if the phone had been lost in transit there is apparently a whole other route that o2 cs can go down (which i assume results in me getting my phone a lot quicker).

I'll hold out hope until tomorrow and then come back and update then.

[MI5]

Good luck