Remy, 23 Dec. 2024 , 09:24am
4 – Satisfied

O2 Virtual Assistant, 23 Dec. 2024 , 09:24am
Thanks for messaging with O2.
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O2 Virtual Assistant, 23 Dec. 2024 , 09:24am
Before we start, I’ll just need your mobile number.  
  
Please make sure you type it without any spaces.
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Remy, 23 Dec. 2024 , 09:24am
07783055004

O2 Virtual Assistant, 23 Dec. 2024 , 09:24am
[Rich Content]
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Remy, 23 Dec. 2024 , 09:24am
Buying & Upgrading 🛒

O2 Virtual Assistant, 23 Dec. 2024 , 09:24am
[Rich Content]
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Remy, 23 Dec. 2024 , 09:24am
Yes

O2 Virtual Assistant, 23 Dec. 2024 , 09:24am
[Rich Content]
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Remy, 23 Dec. 2024 , 09:24am
My order hasn't arrived

O2 Virtual Assistant, 23 Dec. 2024 , 09:25am
[Rich Content]
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Remy, 23 Dec. 2024 , 09:25am
Existing customer

O2 Virtual Assistant, 23 Dec. 2024 , 09:25am
[Rich Content]
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Remy, 23 Dec. 2024 , 09:25am
Device

O2 Virtual Assistant, 23 Dec. 2024 , 09:25am
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, 23 Dec. 2024 , 09:25am
[Rich Content]
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O2 Virtual Assistant, 23 Dec. 2024 , 09:25am
[Rich Content]
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Remy, 23 Dec. 2024 , 09:25am
👎 No

O2 Virtual Assistant, 23 Dec. 2024 , 09:25am
[Rich Content]
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Remy, 23 Dec. 2024 , 09:25am
Speak to an Expert

O2 Virtual Assistant, 23 Dec. 2024 , 09:25am
Thanks 👍- give me a second whilst I check your details.
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O2 Virtual Assistant, 23 Dec. 2024 , 09:25am
[Rich Content]
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Remy, 23 Dec. 2024 , 09:25am
It’s about my Account

O2 Virtual Assistant, 23 Dec. 2024 , 09:25am
Thanks! 🙏
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O2 Virtual Assistant, 23 Dec. 2024 , 09:25am
Please can you confirm your full Name
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Remy, 23 Dec. 2024 , 09:25am
Remy Cameron

O2 Virtual Assistant, 23 Dec. 2024 , 09:25am
Great, please can you confirm that you are the Account Holder whose name is associated with this My O2 Account?
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Remy, 23 Dec. 2024 , 09:25am
Yes

O2 Virtual Assistant, 23 Dec. 2024 , 09:25am
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], 23 Dec. 2024 , 09:29am
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, 23 Dec. 2024 , 09:30am
Hi Remy, 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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Remy, 23 Dec. 2024 , 09:39am
I’m really unhappy with how it’s all been handled! This is a Christmas present for my 7 year old and now her main gift may not arrive! That’s awful! We should of been told immediately that there were issues so we could call around other shops and see what was in stock!  
My order says in transit but has said that for a couple of days so what should I expect??

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