When am I going to receive my Pixel 9 Pro XL?

[Penny93]

I upgraded last thursday using switch up & the order still says processing and I have not received a dispatch email, despite the expected delivery date being tomorrow(22nd). However, on the actual order it says they have already sent the item, but alas, still no email. What should I expect?

 

[SpydaLog]

Ordered for click and collect the Google Pixel 9 Pro Fold 512GB in porcelain on 18 August 2024 and stillnot received, o2 are hopeless, store are chasing from their end, social media team on x, webchat team and customer resolution team seem hopeless

Spoke with o2 customer care several times this evening, 25 November 2024 and was promised call back form a manager but as it is now 840pm, they close at 9 and have no agents available to answer my call due to call volumes or lack of agents working doubt going to get anywhere today

Has anyone received any of the phones of any make be that Google, apple etc due to ongoing warehouse issues? Sick of waiting.

[Coplandbear]

Upgraded and Ordered a Samsung A55 and some accessories last Wednesday and I've heard absolutely nothing

The order is stuck on processing I was told Monday for a dispatch and today I checked again and predictable nothing apparently it's been sent and when i was on the chat they don't know what's going on and it's now been chased up and can take several days

This is absolutely shocking and it appears this is happening to others what on earth is going on here ?

[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

Click Here For Social Media Support Links VirginmediaO2

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

[CymroWizard]

Didnt want to post further until I had some sort of update.

My order is still stuck in the "processing" black hole.

Customer advisors cant solve the issue, Store staff cant solve the issue, the mystical Back Office cant solve it, Complaints have tried solving it by contacting the IT department, IT department have not responded to complaints team emails....

Best i've got so far is a manager giving me 2 months worth of credit on my o2 account. 

[Cleoriff]

@CymroWizard 

You might be better off contacting O2 to cancel this order.

Leave it a week and re-order.

I wouldn't be prepared to wait for incompetent fools to sort this out!

[CymroWizard]

One massive issue.... They can't cancel it as they've managed to mess up my account that badly that the system won't let them, and they have been attempting to cancel it for 2 months , that's the level of incompetence I've been dealing with. 😂

Every advisor thinks they can (with the best intentions) cancel the order and the system just laughs at them with "Something went wrong" 

[Oxonian]

How long is it since you @CymroWizard lodged your complaint ? 

There are procedures for escalating to the Ombudsman :-

Customer+Complaints+code+250924+V0.2.comp.pdf

https://www.o2.co.uk/documents/456036/3782743/Customer+Complaints+code+250924+V0.2.comp.pdf

In particular :-

What happens next?

If you’re not happy after we’ve responded to your complaint, or if your complaint isn’t resolved after eight weeks, you may wish to refer your complaint to an Ombudsman. The Ombudsman is a free service, which will independently review your complaint. They investigate complaints fairly by listening to both sides of the story and looking at the facts. Their decision is binding on O2, but not on you as a customer.

O2 work with two Ombudsman service providers, depending on what your complaint is about. When you speak with our complaints team, we’ll make sure that if you remain unhappy you’re provided with a final position letter, which will detail what we’ve done and advise you which Ombudsman you should contact.