So two sundays agao i attempted to order an iphone 5 from O2.
Now there are cheaper deals out there but quite frankly I've been with O2 for years now and have found their customer service to be great, until now.
Due to a miscommunication between myself and the lovely lady from O2 she sent me a 4s rather than a 5. We had been talking about both and the carphone warehouse being cheaper so when she offered me a reduced handset I jumped at the chance.
However 30 minutes later when the email came through it was for the wrong handset. I called back and said it was fine and that they could cancel the order. Except they couldnt because it was a sunday.
So they assured me someone would do it first thing monday morning before it was dispatched and if not I could refuse delivery.
It was dispatched Sunday night through UK Mail and I tried to call them to tell them to return it to their depot as it was a misteke. After 30 min on hold I had to get back to work so left thinking it would be ok as no one was home.
Turns out this was a big mistake.
Apparently its standard O2 procedure to get a neighbour to sign for a recorded delivery parcel like this. So its gone to somebody on my street and now needs to be returned.
Long story short O2 delivered a phone I didnt ask for to an address that isn't mine, signed for by someone who isn't me and as such have refused to do anything constructive about it saying I'll have to wait and see if this turns up.
This has dragged on for 2 weeks with the same excuse of we'll reattempt collection and each time despite numerous promises of being called back and updated I then have to start all over again the next day and go through the same.
The person at the address is never home and apparently has refused to admit anything was delivered there when a ukmail agent has knocked.
I actually want to go to an 02 store and give them my money but I cant as the phone is still missing under my name. Therefore I cannot upgrade, cannot open a new account.
Ive been given my pac code today so the only thing I can actually do is leave 02, not once was I even offered a discount as a festure for my inconvenience. I've never met a company that has actively stopped me from giving it money before.
I've been promised a call back before 8pm tonight to update me with a resoloution but I'm really not holding my breath.
Well played O2, well played.
