Well I finally got a new phone. DHL dude had to call me while stood outside
though as o2 forgot to put the flat number on the parcel (nearly went
through it all again). Got a K800i and so far love the phone.

Anim

"Anim" <ask_in_ng@nowhere.com> wrote in message
news:aLzch.5399$3P4.3805@newsfe7-gui.ntli.net...
> 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
>
>