Could anything more go wrong with an o2 upgrade than this? (long)
Could anything more go wrong with an o2 upgrade than this? (long). Discuss Could anything more go wrong with an o2 upgrade than this? (long), on Wireless Forums.
Could anything more go wrong with an o2 upgrade than this? (long)
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.
Re: Could anything more go wrong with an o2 upgrade than this? (long)
Anim wrote:
> 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.
Wow - I can't believe what a complete and total utter shambles it ended
up (still without a phone at the end of it!). Although the bit that
particular annoyed me was the DHL bit - these delivery companies don't
seem to have even a modicum of sense between them. The whole issue
would have been resolved if they'd just given the driver a quick call on
his phone and got him to turn back round and deliver it. It's not like
you couldn't have given them plenty of ID!
Re: Could anything more go wrong with an o2 upgrade than this? (long)
"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.
Wow that is an amazingly funny story. Not funny for you of course but just
funny, if you know what I mean. And contrary to my usual policy of skimming
long posts, I actually read every paragraph and was waiting in anticipation
for what was going to happen next.
You should write a murder book or something. Entitle it "Murder by Mobile"
:-))
Re: Could anything more go wrong with an o2 upgrade than this? (long)
On Sun, 03 Dec 2006 12:51:18 GMT, "Anim" <ask_in_ng@nowhere.com>
wrote:
>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.
>
<snip>
Detail all your costs including lost salary and the financial cost of
all your man hours (e.g. time spent on phone).
Explain you would like this matter resolved, that you also want to be
compensated and that you will be prepared to take this to the county
court for resolution if forced to.
Doubtful you will get a direct response but you should get one from a
customer services representative writing on "his behalf". They should
see the matter through to resolution.
Re: Could anything more go wrong with an o2 upgrade than this? (long)
In answer to my own subject "everything"
The email that told me the phone was out of stock said I could obtain more
information via the website and gives me instructions of where this
information will be.
I click the website link in the email
Click login and enter my details
Denied
I re-enter my login information as I know its correct from recent logins
Denied
I click the link "Forgotten username and password"
Browser warning pops up as the secure certificate doesn't match the website
Shameful, I ignore the error
I enter all the info it asks for and submit it
10 minutes later an email arrives asking me to reply to it and enter the
same info that I sent on the website.
Stop wasting my time damiit!
I go back to the login and try a much older password that I don't use
anymore.
It shouldn't have worked but it did.
I follow the instructions to look at the stock level
A page opens up that states "out of stock" and that's it, nothing else, nada
Useless!
Go back to the homepage
While im logged in, I decide to look at my bill to make sure the tariff is
correct, I click "View my Bill"
A page opens that isn't my bill but there is another link to "view my bill"
Make me jump through hoops, make me!
I click the second "View my bill" link
We're sorry that the page you requested is temporarily unavailable, please
try again later.
Re: Could anything more go wrong with an o2 upgrade than this? (long)
> But you'd get a bigger carrot by changing networks. Why do you put up
> with such treatment?
Its kind of turned into a "lets see how far they go" kinda thing.
I will give them till Friday next week, if I've still not received anything
then I will throw in the towel and attempt cancelling my contract, which I
am sure will be an equally rewarding challenge.
Re: Could anything more go wrong with an o2 upgrade than this? (long)
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
>
>
Re: Could anything more go wrong with an o2 upgrade than this? (long)
Anim wrote:
> 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
Yay! Glad to hear it finally turned out OK I'm enjoying the K800i too.
Could anything more go wrong with an o2 upgrade than this? (long) 
I'm enjoying the K800i too.
Linear Mode
