absolute farce of a weekend dealing with an O2 store so this is going to be an essay.
Wife gets a text saying her P9Pro 256gb is ready for collection, great that's one of the phones sorted, go in saturday morning to collect, agent comes out with a Hazel 256Gb P9Pro XL, confused we tell him that it isn't the right phone, eventually a P9P is produced in the right colour. Go through all the rigmarole of sorting out the contract again as it hadn't been saved, go to complete the Switch Up and it shows an error, try a few times with similar results, store blames the Iphone16 ordering for messing up the system, no worries we will try later as we are in town. A few hours later and the same story after multiple attempts so we leave it till this morning, straight in to stre, explain what happened yesterday to the staff and go through everything again...gets all the way through to the Switch Up and again "something went wrong", agent again tries multiple times to no avail. Store are mostly clueless and raise a IT request at this point we feel that they are just wanting us out of the store and are spoiling their Sunday morning as the staff helping us keeps bothering another staff member who just wants to look through her phone.
Attempt to use O2 chat this afternoon to see if issue is resolved as we can make the store before closing time and they are not aware of any issues involving the Switch Up service but are wholly clueless on what i am actually asking so keep sending me in a loop of people none of which are helpful, so attempt to run through the order online and again get the "something went wrong", decide it's time to speak with someone.
Eventually Speak to a very helpful person on 202, who is as confused as I am to whats going on, at that point I ask if as the account holder is the pending change to my contract when my P9Pro XL (finally) arrives the issue, he believes it could be so has flagged this for investigation and does some digging for me, and agrees that I may be on the right track with the issue but is unable to resolve it himself.
During all of this a ray of light, as i notice my P9Pro XL order has changed to "In Transit" but this is quickly extinguished when he says that the system shows no estimated delivery date despite being "In Transit", he also implies that all warehouse issues have resolved but is unsure as to why orders are still not being fulfilled.
So it's been a fun weekend, and having been a customer for something like 14 years with no issues to now having a year with continuous problems has been a bit sour to the point that leaving for another provider actually seems appealing.
