Catalin, 04 Jan. 2025 , 11:39am
Yes, continue ✔️

O2 Virtual Assistant, 04 Jan. 2025 , 11:39am
Thanks for messaging with O2.
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O2 Virtual Assistant, 04 Jan. 2025 , 11:39am
Before we start, I’ll just need your mobile number.  
  
Please make sure you type it without any spaces.
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Catalin, 04 Jan. 2025 , 11:39am
07902863471

O2 Virtual Assistant, 04 Jan. 2025 , 11:39am
[Rich Content]
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Catalin, 04 Jan. 2025 , 11:39am
Something Else ❔

O2 Virtual Assistant, 04 Jan. 2025 , 11:39am
[Rich Content]
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Catalin, 04 Jan. 2025 , 11:39am
Orders & Deliveries 🚚

O2 Virtual Assistant, 04 Jan. 2025 , 11:39am
[Rich Content]
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Catalin, 04 Jan. 2025 , 11:39am
My order is missing

O2 Virtual Assistant, 04 Jan. 2025 , 11:39am
I'm sorry you're having issues with your order. If you think it's missing, please head to the Order Tracker in My O2 to see if you can get the courier details to contact them directly. If you're unable to do this, please speak with one of our friendly experts.
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O2 Virtual Assistant, 04 Jan. 2025 , 11:39am
[Rich Content]
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O2 Virtual Assistant, 04 Jan. 2025 , 11:39am
[Rich Content]
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Catalin, 04 Jan. 2025 , 11:39am
👎 No

O2 Virtual Assistant, 04 Jan. 2025 , 11:39am
[Rich Content]
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Catalin, 04 Jan. 2025 , 11:39am
Speak to an Expert

O2 Virtual Assistant, 04 Jan. 2025 , 11:39am
Thanks 👍- give me a second whilst I check your details.
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O2 Virtual Assistant, 04 Jan. 2025 , 11:40am
[Rich Content]
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Catalin, 04 Jan. 2025 , 11:40am
It’s about my Account

O2 Virtual Assistant, 04 Jan. 2025 , 11:40am
Thanks! 🙏
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O2 Virtual Assistant, 04 Jan. 2025 , 11:40am
Please can you confirm your full Name
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Catalin, 04 Jan. 2025 , 11:40am
Catalin mavrodin

O2 Virtual Assistant, 04 Jan. 2025 , 11:40am
Great, please can you confirm that you are the Account Holder whose name is associated with this My O2 Account?
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Catalin, 04 Jan. 2025 , 11:40am
Yes

O2 Virtual Assistant, 04 Jan. 2025 , 11:40am
We’ve got all your details & saved everything you've told us, so what happens next? 🤔  
  
Your conversation is now in our queue 💻 & you’ll be allocated one of our agents in around 30-40 minutes so there’s no need to call us 🤳  
  
Once we have an agent with you 🙋‍♀️they will read your conversation & reply in under 10 minutes. Your phone 📱 will tell you when we've replied so we can get the conversation started, we’ll be with you soon.
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Info [Automated], 04 Jan. 2025 , 11:41am
You are now connected to Soaif Ali, who will be reviewing your conversation so far and will respond as soon as possible. Make sure your notifications are on so you don't miss our reply!  
  
But hold tight & don't worry Soaif Ali will be replying in a few minutes.
[Sent]

Catalin, 04 Jan. 2025 , 11:42am
Hi. I’ve wrote to you multiple times. What is happening with my iPhone 16 pro max? Where is my order? Last time when I spoke with someone I’ve been told that in 48 hours I will be contacted by someone but I’ve not been contacted by anyone!!! Where is my phone? This is totally unacceptable and unprofessional to be told that it will be resolved my issue but I did not heard anything back from any of you!

Soaif Ali, 04 Jan. 2025 , 11:44am
Hi Catalin, thank you for reaching out and I genuinely apologize for the frustration you've experienced regarding your iPhone 16 Pro Max order. I understand how important this is for you.  
  
To assist you better and look into this matter, could you please provide me with your order number? This will help me track down your order and get you the information you need as quickly as possible. Thank you for your patience, and I’m here to help you resolve this issue!
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Catalin, 04 Jan. 2025 , 11:45am
NC138921982

Catalin, 04 Jan. 2025 , 11:46am
I received chocolates and cardboard instead of the phone

Soaif Ali, 04 Jan. 2025 , 11:55am
I have interacted with Dishita, the advisor who raised an investigation with DHL.  
You will be glad to know that they have replied and need to additional details from us.  
  
They are asking for an image if any other label's are found on the parcel or if the parcel received was damaged. Along with the description of the contents (brand, quantity, size, etc)  
  
Please follow the below mentioned steps to share image on this messaging service:  
On your mobile device, open the Google Photos app.  
Select a photo, album, or video.  
Tap Share.  
Under ‘Share to apps’, select another app to share to. Swipe left to find more apps.  
To create and share a link, tap Create link.  
  
**Note: If you don't have Google Photos app, you will need to download it.**
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Catalin, 04 Jan. 2025 , 11:57am
Ok, give me a second please

Catalin, 04 Jan. 2025 , 11:57am
I need to send it here on chat, right?

Catalin, 04 Jan. 2025 , 12:04pm
https://photos.app.goo.gl/jMbFsS1scSr7zKxH7

Catalin, 04 Jan. 2025 , 12:05pm
And how long it is going to take?

Catalin, 04 Jan. 2025 , 12:07pm
I’ve been told few days, 48 hours and now? It will take another weeks? Do you think I will pay for something I did not received? I’ve paid all my bills at o2. I’m not paying that one until I got a response from you. And if you don’t help me I won’t pay anything anymore. I’ve been your customer for over 5 years. This is just unacceptable and unprofessional!!!

Catalin, 04 Jan. 2025 , 12:09pm
I don’t think is my job to keep chasing you and as a professional business with so many customers, it is your duty to keep me updated!

Soaif Ali, 04 Jan. 2025 , 12:13pm
Thank you so much for your patience, Catalin, and I truly appreciate you sending over the photos.  
  
I understand how frustrating this situation has been for you, and I’m glad you provided several images, as this will help ensure DHL has all the information they need to resolve the issue effectively.  
  
I will forward these details to the DHL team right away, and we’ll work closely with them to get this sorted. I sincerely request that you please allow us up to 48 hours to hear back from them.  
  
I completely understand your concerns, especially being a valued customer for over 5 years, and I assure you we’re doing everything we can to address this situation promptly.  
  
If there’s anything else you need in the meantime, or if you have further questions, please don’t hesitate to reach out.
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Catalin, 04 Jan. 2025 , 12:14pm
Ok. Again 48 hours? Amazing! I will contact you in another 48 hours. Hopefully this time it will be effective.

Act as Soaif Ali and suggest the next best response. Response should be acknowledging and empathetic.