O2 shocking customer service

kliz

:mad:

I have been with O2 for many years now and I renewed my contract and ordered a new phone with them last wednesday. I waited in all the following day (thursday) and the Phone was delivered to me but was damaged. I was promised a replacement would be delivered for doorstep exchange the next day (friday) I waited in all day friday and eventually called O2 in the evening to be told the phone had been accidentally taken to the wrong address and delivery was refused. I was then promised it would be delivered to me to the correct address on monday. I waited in all day on monday and again called O2 in the evening to be told delivery was attempted again to the wrong address. I was promised the address had been corrected (again) and would be delivered on Tuesday. I contacted O2 tuesday morning to check it was to be delivered and the lady in O2 said she had spoken to the company who deliver and that it would be with me by midday, (she also said I could have free line rental in feb as compensation). I called again at 2pm and was told the van was running late and it would be with me between 3 and 4pm. I called again at 6pm and was told by the lady she would contact the delivery company and call me back. She did not call me back. I phoned again at 8pm to be told the delivery company was closed for the day but that O2 would contact them first thing wednesday morning to ensure my delivery is first on the list and to the correct address. I hve contacted O2 again this morning to check this only to be told that it hasn't been put on the van this morning and that I will have to wait until tomorrow!

I have no faith in O2 anymore, I can't believe I have waited in all day for so many days so far and still have to wait until tomorrow, by which time a week has passed since my original order!

I also found out on my last call this morning that my phone wasn't even on the van for delivery yesterday, so why did they lie to me and say it was?!!!

I have now spoken in total to 8 people at O2, 4 of them promised the address had been changed when in fact the last person I spoke to this morning confirmed the delivery address with me and its still the wrong one!! All 8 people have promised me delivery and have lied to me.

I am waiting for a manager to call me back now, does anyone have any advice to what I can say to them? I'm obviously not a valued customer.

Has anyone else had problems like this with O2. Will I ever get this phone??

Many thanks!

Fire_Fox

Sounds like the courier could be at fault, complain to O2 customer service in writing.

outlaw777

Yes O2 customer services are awful I once called in and they didnt even log it!

harriet.victoria

O2 customer service is actually terrible. I waited in about a week and a half every day for the delivery of a new phone. All I got was a little off a monthly bill. They didn't even reply to a letter of complaint i sent to them.
They have been equally as shocking to me this week saying that i am just going to have to deal with my broken phone as they will not let me upgrade and they will also not send me a replacement or fix it. So I have started a contract elsewhere.

LeeSouthEast

Blimey.. and I thought 3 were incompetent !