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Phone upgrade not being sent! o2 sort this!

Anonymous
Not applicable

This post itn't for discussion - however I'm hoping for feedback from o2 direct.

 

Last weekend I upgraded to the Samsung S7 and paid for Saturday next day delivery, I stayed in the house all day in order to receive the package from the delivery driver - nothing arrived! The same goes for Sunday! Still no phone!

 

I call o2 customer service on Monday to enquire why the phone has not been received yet. The o2 member of staff said that the phone had not been posted due to there being no stock of the particular phone.

 

Absolutely ridiculous situation, for the following reasons....:

1, I was not informed of the phone not arriving in line with the online upgrade specification and requirements (next day!).

 

2, that I was allowed to select and pay for next day delivery if the phone is not in stock!

 

3, the o2 member of staff on the phone was not able to tell me when I will receive the new phone

 

4, the o2 member of staff was not able to find out when more stock was being made available

 as this information is not available to them

 

5, I was not offered any compensation as a result of this, from the call center operative, nor her line manager. I was made to feel as though the refund of my £7.99 next day delivery was a form of compensation, when in actual fact it is a refund for a service that was not performed.

 

6. the only method of seeing if a phone was available locally was to cancel the order, wait 24 hours, then o2 check with stores to see if they have stock. If the answer to stock is NO, then I would be placed back at the end of the queue for the phone once stock arrives.

 

7, I STILL HAVE NOT RECEIVED MY UPGRADED PHONE, a week on! and have had no correspondence as to when this will be arriving

 

8, if I do not receive any feedback on this post by the end of today I will be cancelling my order and my contract with o2 in place of a competitor. I have been a customer for over ten years and I feel this level of service is unacceptable.

 

Kind regards,

Mr J Fergie

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MI5
Level 94: Supreme
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Registered:
This isn't o2 so you won't get any direct feedback.
Contact details here http://www.o2.co.uk/contactus
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)

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MI5
Level 94: Supreme
  • 120607 Posts
  • 605 Topics
  • 18121 Solutions
Registered:
This isn't o2 so you won't get any direct feedback.
Contact details here http://www.o2.co.uk/contactus
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)

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Cleoriff
Level 94: Supreme
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Registered:

Hi @Anonymous No one from O2 customer services will see your post here sadly as this is a customer to customer forum.

This happens a lot. Without a live stock ordering system it will continue  You are within your rights to claim your next day delivery fee back. You need to contact customer services for that https://www.o2.co.uk/contactus

*The Game Is On*

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Anonymous
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*beep!* - OK - Thanks!
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MercedesS
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Registered:

Hello @Anonymous, welcome to the O2 community!

 

As they said, the O2 community is a group of customers like you, happy to answer questions, discuss O2 or chat about any related topic but we are not Customer Service I am afraid. Please follow their advice and find the best way for you to get in touch here.

 

Thanks @Cleoriff and @MI5 for your amazing help heartHero

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