Solved: Same day delivery, contract upgrade

K8ighty3 · ‎25-05-2018

This morning at around 5:30am I started the upgrade process, I paid off the remainder of my device plan, plus the upfront fee for the new device, and finally the £9.99 for same day delivery.

My order has been stuck "in progress" since then, I've been in touch with o2 CS 3 times today, the first time was live chat, who informed me the status of my order was awaiting dispatch.

The second time was over the phone, they informed me of the same thing that live chat did, and that nothing more could be done.

The third time actually got me some more information, I managed to get them to call through to the warehouse to chase it up, and they told me that my new device hadn't been scanned through, but was on the verge of being done and that there is a que on the scanning process. This was at 6pm, its now 9:45pm and the order is STILL showing as "in progress" on my account. Also the lady offered me a refund of the same day delivery charge, which I accepted.

Why offer same day delivery if it can't be upheld? Surely customers paying for same day delivery would be bumped further ahead in this warehouse scanning que? I now have no idea when I'll get the phone, and o2 CS seem to be clueless on the subject too. The same day delivery was supposed to be between 6pm and 10pm today.

K8ighty3 · ‎31-05-2018

Hi guys,sorry for the lack of any updates! I finally received my phone on tuesday at around 6:30pm. I had murder with CS over the phone on saturday, i phoned them a total of 3 times.

The first person informed me the phone had been dispatched and that he didn't have any tracking information available but would monitor the account and text me with updates by 1pm that day, i didn't hear a word from him at all.

The second person i spoke to was seriously rude, i was obviously annoyed and sick of being lied to, any time she thought i was interrupting her she would spontaneously put me on hold without any warning, and she also kept insisting the reason i hadn't got the phone yet was because it was out of stock. When i asked for her manager she said there wasn't one available and that she would put in a request which would take 24-48 hours, she also said she would send a message to the guy i'd spoken to previously to find out why he had told me my phone had been dispatched when it clearly hadn't, and get him to call me back. None of this happened.

The third person i spoke to was lovely, she confirmed there were no stock issues with the phone, and she even rang through to uk mail to find out when it would be collected from the warehouse, which would have been the day i actually got the phone delivered to me. She also confirmed that the rude person i'd spoken to hadn't put the request for the manager through, or messaged the other advisor to find out why i'd been told the phone was dispatched on saturday, it also transpired that the rude person hadn't even bothered to enter any details onto my account at all. This final person i spoke to was the only one to actually tell me the truth out of the 10 or so calls i made to o2 CS, so i'm really not impressed with how things were handled up to that point.

Like i said, the phone turned up on Tuesday, and i'm seriously happy with it, it's a great phone! It's just a shame that o2 CS turned what should have been a simple process into a massive ordeal for me.

I'll mark this as solved, thank you for your input though!

View solution in original post

MI5 · ‎25-05-2018

The most likely problem here is that the phone is out of stock.
O2 don't have a live stock system, so regardless what the website says, no one knows until they go to the warehouse to check.
If out of stock, they then stall the customer with excuses until new stock arrives.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

K8ighty3 · ‎25-05-2018

I did ask that question on that third time i contacted o2 CS and they told me it wasn't a stock issue. If they're fobbing me off then tomorrow i'll be calling them back and asking to speak to a manager, it's a standard Galaxy S8, not like it's the latest and greatest device, i'd understand stock issues if it's the latest flagship though.

Thanks for the response, i'm just a little annoyed that i've waited all day for literally nothing but my money to be taken lol.

MI5 · ‎25-05-2018

You're not the first and you won't be the last 😞
Complaints here if you get no joy tomorrow https://www.o2.co.uk/how-to-complain

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

K8ighty3 · ‎25-05-2018

Thanks again MI5, i'll update here tomorrow if i get anything new to add to the post

MI5 · ‎25-05-2018

Best of luck

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

Anonymous · ‎25-05-2018

Next time you'd be better off going to an (O2) shop and checking to make sure they have the physical phone you want, unopened in its original packaging - then doing the upgrade. They have exactly the same deals as online with a lot less headaches. if you are downgrading to sim only say, then online is fine.@K8ighty3

K8ighty3 · ‎25-05-2018

@AnonymousSadly my health isn't all that great these days, that's why i chose to do it online. It was fine when i upgraded to my S7 from my S5, it was delivered the day after ordering it online. Incredible to believe that things like this happen in 2018 eh

Anonymous · ‎25-05-2018

Oh things are getting worse in this arena @K8ighty3, back in the day you had lots of manufactureres, lots of telecoms operators, lots of retailers and lots of courier companies - so healthy competition and lots of choice. Everyone was raking it in.

These day the market has imploded, there is much less choice, costs are being slashed especially in back office, warehousing & logistics as profits dive. This will only get worse as Amazon/Chinese Brands loom over everything.

Currently the only relilable online contract retailers are Tesco Mobile and Argos and maybe 3 if you want to go direct. Voda are way way worse than 02 and EE who are bad, just not as bad. Avoid Carphone, Currys, Mobiles.co.uk and E2Save like rabid dogs. The only people who can guarantee same day these days are Amazon - when they decide to enter the market with contract phones expect bloodshed.

Interesting times as our friends at Huawei might say.

keep your chin up! 😀

K8ighty3 · ‎26-05-2018

Well I've just gotten off the phone to o2 CS, i didn't get put through to a manager, despite requesting it, but the guy i spoke to checked stock again with the upgrades department and he said there isn't a stock issue, then he called the warehouse and they informed him that it has been dispatched and that it should be with me some time today. He doesn't have a tracking number or anything for me yet, but he did say that he will monitor the account til 1pm today and give me text message updates.

I have a feeling this won't be the end of it, so another day of waiting to see what will, or won't happen lol

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