Hi all



This is a log of me attempting to get an upgrade with o2. It starts in Oct
2006 and is still on-going. If you think you have had problems then read
this and hopefully it will make you feel better.



Grab a coffee its long.

--------------------------







Yippee, time for my upgrade...new phone, new tariff all within easy reach of
a quick call to o2....here we go....



9th Oct 2006

=========

Phone o2, it tells me to call an upgrade number, phone other number, wait in
queue 20 mins, hang up, try again. wait 5 minutes and Nick from Team 16
answers the call and asks for my address, postcode and my secret answer.



"I want to upgrade my phone and look at a better tariff" I say



Nick asks me to hold the line while he looks up my details.



"sorry sir you cant upgrade yet, your on an 18 month contract which..."



"Whoa, im on a 12 month contract!" I say



"no sir, your not!"



"I'm on a 12 month contract, I know I am because I remember specifically
asking for it."



"Are you on a blah blah tariff" asks Nick.

"Yes I am" I reply

"Nick triumphantly shouts down the phone that that is an 18 month only
contract and that I have just confirmed that i am on an 18 month contract by
stating the tariff to him"



WTF! GRRRRRRRR, that just sounded like a trap.



"Listen, I don't care what your tariff is saying. I agreed a 12 month
contract on that tariff"



The smug Nick doesn't budge an inch, makes me feel like im lying and that's
the end of that.



Nick asks "is there anything else we can do for you today sir?"



My blood is near boiling at this point.



"Yes, you gave me a non 3G sim on my old 3G sim phone" (I want to add YOU
FU****G MUPPETS but restrain myself.



"Certainly sir, I will send one out to you today, thankyou goodbye"



So, off I go and sort through my log of paperwork back a year and find a
copy of my contract, scan through it and there in nice bold lettering is a
statement that says "12 month contract"



Phone o2 back up, this time Lisa answers the call. I explained my previous
call with the satanic Nick from team 16 and said I have a copy of my
contract in front of me and it clearly states im on a 12 month contract.
She puts me on hold for 5 minutes, comes back and says that shes spoken to
her manager and that the all is well. They have updated their records to
show I am on a 12 month contract and can upgrade on the 2nd Nov to a new
phone and tariff.



I also put in a formal complaint about Nick from Team Death which she said
she would pass on to her manager.





11th Oct

======

No sim arrived. Phoned o2 again and they said there is no record of one
being ordered. They will send one out to me in the post. Which I did get
several days later but took another 2 days and a few more calls to o2 to get
it working.







2nd Nov

======

Forgot to upgrade, I try not to think of phoning o2 as its stressful so must
have blanked it...see 20th nov







20th Nov 2006

===========

Went into a local o2 shop to upgrade my phone/tariff, they said "sorry sir,
you can't upgrade until the 2nd Dec", we can't do anything and you will need
to call o2 online.



Phoned o2 and spoke to Ali, I'm not racist so don't get me wrong but Ali
spoke English at 3 times the normal speed in a highly Indian accent which I
simply couldn't understand. He also couldn't understand me very well so
this call was quite stressful.



After attempting to explain my predicament Ali asks me if im on an 18 month
contract.



I felt like crying and beating up a door.



"No, please look at your records, im on a 12 month contract that should be
visible in your call log"



I was put on hold as Ali went and talked to his Manager. 5 Minutes later he
comes back and says that im on a 12 month contract and can now upgrade.



I feel like I've got somewhere, at last the golden words "yes you can
upgrade, what phone are you thinking of"



I asked for an Nokia N73.

"That will cost you £49.99"

I said that's crazy as its listed on your website as a FREE phone on my
current tariff. Ali agrees with me! And gives me a new number to call. I
ask what this new number is and Ali tells me it's a special number!



"What kind of special number is it?" I ask patiently.

"It's a special number that you need to call" says Ali



GRRRRRRRR



Ok Thanks Bye



I call this special number, sit in a queue for 25 mins then hang up.



Its special because Nobody answers it????



GRRRRRRRR



Call again. Sit in a queue for 10 mins then hang up.



I get it, it's a special number that makes me wait indefinitely as they rack
up pennies from my phone call.



Sooooo



I call customer services instead. Complain to the person at the other end
of the phone and say I was asked to call a special number xyz, they said yes
that's right, I asked what the number is for and they said its for special
upgrades that normal operators can't offer.



They said the average waiting time for that number is 4 minutes. Which I
thought was nice of them to tell me how long I SHOULD wait for which is
wrong based on my own F*****G experiences.../cry



I was patched through and Sarah answered in 6 minutes, this was the first
time I spoke to somebody that actually gave me the impression she cared
about my anguish



She said that the N73 was indeed £49.99 for me on an 18 month contract as
they cant offer any deals on phones anymore but can do deals on tariff's to
compensate.



I went from a £35pm contract to a £15pm contract and bought a D900 for £49
on a 12 month plan. I got the D900 because it was 3G and had a 3.2 camera.
It wasn't what I really wanted but Sarah sold it to me based on her pitch, I
was a little fed up at this point and just wanted a new phone. She said she
would throw in the Bluetooth headset too.



Total calls to o2 = about 8

Time spent: approx half a day on and off

Summary: Decent tariff, new D900 phone on its way

Stress Level: High







22nd Nov.

========


Delivery Day!!!! I took the day off.



11:00am

My bat ears hear a van pull up outside. I race to the window and it is
indeed a DHL van. Here it is!



Watching from the flat window, the DHL guy opens the van door and pulls out
a phone size parcel. Walks towards the apartment door and at the last
second veers off and knocks on the neighbor's door instead.



This cant be happening!, I've been cursed by o2. I dont have time to run
down all the stairs. I knock on the window but he doesnt hear me. He gets
in his van, types something on a handheld device and drives off.



in a panic I quickly find DHL's number and phone them, give them my
consignment number and they say "yeah, you weren't in". I tell them that I
watched the delivery guy attempt to deliver to next door. They ask me to
confirm my address. I did. They say on the parcel it was 2 digits off on
the house number but it is my name. I ask them to tell the driver to come
back as it was only a few minutes ago. They say I need to phone o2 and ask
them to FAX a change of address for the parcel to the local branch. They
give me all the details and said make sure that o2 sort this out today if
you want the parcel tomorrow. I told them I took a day off today and will
need to take tomorrow off now too but thats not their problem.





12:00pm

Phoned o2 and spoke to Mohamed.



I said "You sent my phone upgrade to the wrong address, the parcel has gone
back to DHL local office, you need to write on headed paper my CORRECT
address and fax it to this number"



I explained 3 or 4 times what had happened and although Mohamed kept saying
"yes, right, yes, right" I got the impression he didn't have a clue what I
was babbling about.



I made sure he got the number down correctly and Mohamed said "This will be
sorted by the end of the day." I said "Can you please do this now while I
hold" Mohamed said "I need to speak to my manager" and put me on hold.



10 minutes later Mohamed comes back on the phone and says "Its all been
sorted, we have contacted DHL and they said you will get the phone today".
I was shocked. "Today, are you sure?" I asked. "Yes, you will get it
today"



Well I was gob-smacked. Maybe o2 can pull strings when they want to.



So I wait..and wait.and wait.



5:30pm I phone DHL: and ask where my parcel is. They say they received no
instruction to re-deliver the phone today but the system now has the correct
address on it so the phone will be re-sent out tomorrow.



Total calls to o2 = 2 and 2 to DHL

Time spent: Full day

Summary: o2 sent the phone to wrong address (How did they manage this when
they ask for my address every time I ring them!, incompetence is amazing)

Stress Level: Explosive







23rd Nov

=======


Delivery day version 2



Waited..waited..nothing..feeling depressed!



Phoned DHL and some bored kid said "That parcel has a Return To Sender on
it" I turn purple and ask why, the kid says "no idea" so I said "well go
and find out then" he then sighs and says "hold".5 minutes later he comes
back and says "they never received a change of address so it goes back to
sender"



I want to shoot something fluffy!



Total calls to o2 = 0 and 1 to DHL

Time spent: Full day

Summary: DHL have flagged the phone as "Return to Sender" I need to sort it
out with o2

Stress Level: Laughing manically





25th Nov

======

Phoned o2 telling them i don't want the phone I haven't got (may as well,
never received it, and the reviews are flakey) and want to use a shop
instead of the online service with a new contract. They said that's ok but
they have to wait for the phone to return to them as it's not shown up yet.

Looked at DHL website and the phone is flagged as "Held Locked Area"



Emailed DHL and asked them what Held Locked Area is and can they send the
phone back to o2 as I need to move on with my order.



Went out for a walk. Came back and there was a message on the answer
machine from DHL saying "The phone will be with me tomorrow" and no return
phone number so I can chase it.



I'm not going there, it's a bad place and I would rather eat a bag of pins
than try understand what DHL are now doing.



26th Nov

=======

Nothing. Tumble weed nothing....



27th Nov

========

Phoned o2 and spoke to Terrance and said I wanted to cancel my contract and
phone and move to another operator. He then said they have sent through a
request to DHL for the phone to be returned. Terrance gave me another number
to call for cancellations.



30th Nov

======

Phoned o2 cancellations

Attempted to explain what has been going on which would tax anybody with
half a brain, said I never received the phone and have they had it back yet.
Nope, they haven't. Checked DHL website and it seems my ID code has been
used for somebody else so I cant see the log updates.



I was told to try on Friday or Saturday as their systems get updated more on
those days.



I mentioned that the 14 day satisfaction period on the new contract and
phone is getting close. He said I have nothing to worry about as I never
received the phone so it didn't apply in this case.



In all of this mayhem I couldn't find another operator to match the o2
tariff, I didn't cancel. I know that o2 have completely defeated me so will
just plod on with this farce and see where it gets me.



1st July

=====

Went into a local o2 shop, attempted to upgrade and they said I can't yet.
I didn't question it just walked out the shop.



2nd July

=======

Phoned Customer Services and spoke to Catherine, said that I shouldn't be
held responsible for o2's mistake with the D900 phone and that I want this
matter resolved today. She said she will call me back in 15 Minutes with an
answer.



Catherine called me back in 20 minutes (not bad) and said they received the
phone yesterday morning. I told them I tried to upgrade in a shop yesterday
evening and they said I couldn't. She said that was probably the system
just taking time to update.



Catherine said she has given me £10 credit on my account for my trouble.



I explained that I have no faith in the o2 online system and could I keep
the contract but go to a shop to get the phone. Yes that's fine she said.



So, I book some time off, drive to a local o2 shop and say I want to get a
new phone upgrade. The guy in the shop was happy to help until I said "I
don't want a new contract, just a phone" then time grinded to a halt. The
sales assistant looked blank and said "you cant do that"



I said I was told by o2 online I can



The shop manager was listening in, came over and said that the shops and o2
online are different, you cant mix them and get a contract online and a
phone in the shop. She said if I wanted to get a phone then it would cost
me full price for the phone.



I left the shop with molten lava dripping from my ears



Give me something fluffy, quick.



Phoned o2



Couldn't be arsed to complain and explain what has been going on. Just said
I wanted the SE K800i, he said what colour, I said silver.



I then very carefully said "my contract is still £15 per month isn't it?"



"No" he said



I knew I shouldn't have said anything. Its like dealing with a business run
by goldfish.



"When did you agree a £15per month contract" he asks. I looked at my log
and was about to tell him when he said "ah, don't worry I've found it"



He went away then came back and said that's fine and he can see the previous
call log. He said my phone will be with me on Monday, no charge, £10
compensation for my trouble and all will be good. I made sure he knew my
CORRECT address and he asked for my postcode again then confirmed the
correct address. He said the phone will be with me on Monday.



At this point I will give that a 5% chance of it actually happening but ive
booked monday off just in case.







3rd July

=======

Just checked my email and the order was confirmed yesterday. Then late in
the evening a new email came through. Guess what......



It's out of Stock.







In total I've phoned o2 about 25 times, spent around 4 full days trying to
sort this out, paid for parking when going to the o2 shop on several
occasions. I automatically make a brew before my trembling fingers dial
their number and I expect them to know nothing about anything i say. You
may say "why stay with them" which I agree but I guess i'm a sucker being
lured by the carrot on a string.



Anim