You would tend to think that ringing an O2 sales person to start a new contract with them on a nice new iPhone 4 would be simple, well you would be right in thinking that until the smartphone goes MIA (Missing In Action)
My step son who is 19 years old with a steady job with money coming in weekly decided he wanted a Apple iPhone 4 as it would be a step up from his iPhone 3GS, he decided that he does not want PAYG anymore and opted for contract instead.
All going smoothly so far, he rings O2 goes through the process of setting up a contract and he puts the house phone down with big smiles on his face excited about getting his new Apple iPhone 4 within a couple of days, got to admit he was like a kid at Christmas waiting for a new toy, which is very good to see when someone is happy.
The smiles now gone: The phone call to set up new contract was on April 1 and my step son was told that he would receive the iPhone 4 on April 4, today is April 7 and still no phone.
Call To O2: Seeing my step son unhappy that he has not received his smartphone yet and being young didn’t feel confident ringing O2 to see what was going on I decided to contact O2 customer service myself to see what was happening about delivery.
I gave them the order number and said I was ringing on behalf of my step son and the lady on the other end of the phone was very polite so no complaints there, I told them of the problem that he was supposed to receive the phone on April 4 and yet still 3 days more adding on still not got it. The polite customer service lady said that she would look into it as she did and then got back to me saying that the order has been cancelled because the phone has gone missing on the DHL system, now we cannot blame DHL (Delivery Company) as this may not be true and O2 are just trying to cover their backs (I will not point fingers, that is not fair).
In my eyes the deal was done with O2 and in such case O2 should be at blame here, now the problem that confuses us:
The polite lady from O2 said that there are a couple of options that my stepson could take, number one being re-order the iPhone 4 and contract again and wait for delivery or number two being go into an O2 store and pick one up and to do this he would have to give them a £150 deposit that will be returned within 3 months.
Not happy with this response my step son rung O2 again to see if there is anything more he could do and after a few minutes it looks like he will receive his shiny new iPhone 4 tomorrow Friday 8th April.
Please let us know if you have had this kind of problem, your input is very important to us so that we can see if this is an occurring problem or a one off. Thanks