Jamie, 20 Dec. 2024 , 09:21am
Hello

O2 Virtual Assistant, 20 Dec. 2024 , 09:21am
Thanks for messaging with O2.
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O2 Virtual Assistant, 20 Dec. 2024 , 09:21am
Before we start, I’ll just need your mobile number.  
  
Please make sure you type it without any spaces.
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Jamie, 20 Dec. 2024 , 09:21am
07432086507

O2 Virtual Assistant, 20 Dec. 2024 , 09:21am
[Rich Content]
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Jamie, 20 Dec. 2024 , 09:21am
Buying & Upgrading 🛒

O2 Virtual Assistant, 20 Dec. 2024 , 09:21am
[Rich Content]
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Jamie, 20 Dec. 2024 , 09:21am
Yes

O2 Virtual Assistant, 20 Dec. 2024 , 09:21am
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Jamie, 20 Dec. 2024 , 09:21am
My order hasn't arrived

O2 Virtual Assistant, 20 Dec. 2024 , 09:21am
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Jamie, 20 Dec. 2024 , 09:21am
Existing customer

O2 Virtual Assistant, 20 Dec. 2024 , 09:21am
[Rich Content]
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Jamie, 20 Dec. 2024 , 09:21am
Device

O2 Virtual Assistant, 20 Dec. 2024 , 09:21am
If you're expecting a replacement or a new device, you’ll be able to track your order in My O2, once you’ve had an email saying it’s been dispatched.
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O2 Virtual Assistant, 20 Dec. 2024 , 09:21am
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O2 Virtual Assistant, 20 Dec. 2024 , 09:21am
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Jamie, 20 Dec. 2024 , 09:21am
👎 No

O2 Virtual Assistant, 20 Dec. 2024 , 09:21am
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Jamie, 20 Dec. 2024 , 09:22am
Speak to an Expert

O2 Virtual Assistant, 20 Dec. 2024 , 09:22am
Thanks 👍- give me a second whilst I check your details.
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O2 Virtual Assistant, 20 Dec. 2024 , 09:22am
[Rich Content]
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Jamie, 20 Dec. 2024 , 09:22am
It’s about my Account

O2 Virtual Assistant, 20 Dec. 2024 , 09:22am
Thanks! 🙏
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O2 Virtual Assistant, 20 Dec. 2024 , 09:22am
Please can you confirm your full Name
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Jamie, 20 Dec. 2024 , 09:22am
Jamie Dixon

O2 Virtual Assistant, 20 Dec. 2024 , 09:22am
Great, please can you confirm that you are the Account Holder whose name is associated with this My O2 Account?
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Jamie, 20 Dec. 2024 , 09:22am
Yes

O2 Virtual Assistant, 20 Dec. 2024 , 09:22am
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], 20 Dec. 2024 , 09:33am
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]

Soaif Ali, 20 Dec. 2024 , 09:35am
Hi Jamie, good morning. Thanks for contacting O2.  
  
Sorry to hear that you're still waiting for your order, and I sincerely apologize for the delay.  
  
As you might be aware, this delay has been due to some issues at our warehouse, which have affected the processing of certain orders.  
  
However, I’m happy to inform you that our warehouse is now fully operational, and our teams are working tirelessly to dispatch all orders to our customers.  
  
We are continuing to focus on regaining full access to our main warehouse and getting stock out as quickly as possible.  
  
While we are unable to confirm individual delivery dates at this moment, customers whose orders are getting ready for dispatch will receive an email notification, including further details and a tracking number. Orders will be sent out based on the date they were placed, so please keep an eye on your inbox — including your junk or spam folders — for updates.  
  
As a tip, I recommend refreshing your inbox regularly to ensure you don’t miss any communication.  
  
Once again, I apologize for the inconvenience, and I truly appreciate your patience and understanding during this time.  
  
Let me know if there is anything else I may assist you with?
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Jamie, 20 Dec. 2024 , 09:38am
Yes i want to know where my order is, i have been told the same story since the 2nd. I was told it would be delivered the 3rd, then the 9th, rhen the 20th and today is the 20th. I still have had no dispatch email or any other updates. Thia company is beyond a joke. When will my order actually get dispatched

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

Also, include the below info in the response:
I understand your concern about the delivery date. While we don't have an exact update from the team just yet, I want to reassure you that many orders are currently being delivered, and we are making good progress.  

  

Since your order was placed on 02/12/2024, it is classified as an early order, which means it should be dispatched at the earliest, before many other orders. 

  

Considering that Christmas is just few days away, I am optimistic that your parcel will arrive as soon as possible. Although I cannot provide a specific date right now, you can be confident that we are doing everything we can to ensure speedy delivery.