iPhone 14 Pro Max - upgrade delivery delays and the customer service shambles...

[JGP1989]

I have been with O2 for many many years.  When a new iPhone is released, I now accept the chaos relating to deliveries as standard.  This time around I decided to wait a little longer before upgrading to avoid it. 

I placed an order on Saturday afternoon for an iPhone 14 pro max (512gb) shown online as being in stock with guaranteed delivery the next working day i.e. the Monday.  MyO2 also provided (and still says) delivery for the Monday.  No dispatch e-mail has been received, the phone has not arrived and typically no update from O2.

I contacted customer services.  One rep told me that the device was out of stock despite website indications and could not say when that would change.  I decided to try again.  The second rep I spoke with told me that the phone was in stock and would transfer me to investigate the issue.  After repeating myself, the third rep explained that the order had been "stuck in processing" and couldn't explain what this meant or estimated timescales for me to receive the device.

I'm due to go abroad (non-EU) this week.  Owing to the "changes" being made to my account (which should have been implemented on Monday), I'm unable to re-add the travel bolt on and will likely face costly roaming charges rather than the discounted rates.

Clearly the chaos extends beyond new release.  Appreciate that this has probably been asked time and time again but does anyone know what "stuck in processing" actually means and how it can be addressed quickly?  Any tips on what to say in order to expedite deliveries/ addressing bolt on issues/ challenging O2 generally for their appalling service and lack of communication?

[Cleoriff · Accepted solution]

It actually means it's out of stock @JGP1989 

Problem is O2 does NOT have a live stock system so you can be given any excuse but the reality is, it's out of stock.

You should contact the sales team as they can help you with that – message them on Social Media  -on Facebook (https://o2uk.co/O2CFB) , Twitter ( https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG)

Or you can call them on 0800 081 0255