Upgrade order not received

[Anonymous]

Hi Everyone

Please take some time to read this and advise me if you have had a similar experience, thanking you in advance.

I ordered a phone (upgrade) online to replace my lost phone.Through O2s online chat, it was a good deal which was price matched. I was provided a link to click and confirm etc.. and the upgrade was confirmed. A few days later I phone customer services enquiring about the whereabouts of my phone (I could not check email etc.. because I was away from home) I was told the phone was delivered and signed for, I disputed this could not be possible as I was not at home. Advisor said he would investigate and get back to me. Their findings were having spoken to the driver that the phone was delivered and it was signed for. 

I 

Senior complaints escalation manager took over and repeated the same information and gave me different case scenarios and categorically said:

"o2 will not be issuing another handset becuase someone has signed for this phone and its a civil matter and I would need to contact the police"

I just thought about this logically what could the police do in this case? so I have tried to obtain the signiture that was used for this apparent delivery by contacting UKmail. UKmail online cannot provide this, and asked me to contact the provider (o2) to get this for me. I contact o2 and they pass the buck back to UKmail. I am still waiting to recieve evidence of this signiture. I have written to o2 head office about this situation and am waiting for their response.

So I request to you all, is there anything else I should do or obtain etc... customer service 202 seem baffeled on what to do and just say that a supervisor will contact me, still waiting.

Thanks in advance for any advice.

K

[Anonymous]

Thank you for the update.

So you as the customer are being kept in limbo ! 😞

Let us know how you go.

[jonsie]

I wish them good luck with that! Thanks for the update but it seems you're no nearer having this sorted out

[Anonymous]

Thats true, I am not getting any closer to a resolution. I am off to send another letter to head office, this time its typed up, the last letter I sent them was hand written and 4 pages long becuase I was really annoyed.

[Anonymous]

I've pm'd you.

[Anonymous]

Update. I got my new phone today. I dealt with an agent yesterday and they simply put it i really want to help you out. Please tell me what phone it was to confirm. They processed the order i saw it on my o2 and i got it this morning. Sorted! Thanks every one for your support. Constant badgering them got me my phone and an agent who knows how to deal with customers

[MI5]

At last - great news

[jonsie]

Glad you got it sorted out but no one should have to go through all these problems.Thankfully you finally got through to someone able to help.

[Anonymous]

A long road to reach a reasonable outcome.

At last you can enjoy your phone.

[Anonymous]

I am enjoying the phone very much! it was a toss up between the S5 and HTC M8, In 12months time the resale value of the S5 will be slightly more than the M8, so I will sell and pay the outstanding amount on the phone plan (o2 refresh) then I will buy whatever decent phone is available at the time. Although 12 month contacts are long gone! this was I can get a new phone every 12 months! Welldone to o2 for bringint out o2 refresh!!

[Anonymous]

Happy days.