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
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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
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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

Soaif Ali, 20 Dec. 2024 , 09:48am
I completely understand your frustration regarding the delivery of your order, especially with the numerous updates you've received.  
  
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, ahead of many other orders.  
  
Considering that Christmas is just a few days away, I am optimistic that your parcel will arrive as soon as possible. Although I cannot provide a specific date right now, please know that we are doing everything we can to ensure speedy delivery.  
  
I am extremely sorry for all this, Jamie.
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Jamie, 20 Dec. 2024 , 09:49am
Thats not good enough. I have been told for nearly 3 weeks now that my order is an early order and it will be one of the first to dispatch, then they said that they delivered over 8000 orders over a weekend and yet mine was not one of them. It is beyond a joke

Jamie, 20 Dec. 2024 , 09:51am
I even offered to go and collect it from store but then i was told the price per month would go up by £25/month and that it would take another 5 days

Soaif Ali, 20 Dec. 2024 , 10:01am
I completely understand how frustrating this situation has been for you, especially with the conflicting information you've received and the delays.  
  
I truly sympathize with your predicament, and I want you to feel valued as a customer. If collecting your order from the store is an option you're considering, you can ring our Middlesbrough's store and check what all other options do they have with this same device.  
  
You can reach them on, 01642 630829  
If you find a suitable deal, we will cancel this order and let you proceed with the store one.  
  
How does that sounds to you?
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Soaif Ali, 20 Dec. 2024 , 10:07am
I hope we have not caught you at an odd time. I do not mean to haste you, just checking if you have any further questions regarding your query? Please let me know.
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Jamie, 20 Dec. 2024 , 10:09am
No because when i asked about this before, they told me I had to cancel the order i have on and open up another order which put the monthly cost up by £25

Jamie, 20 Dec. 2024 , 10:10am
I just want to be passed onto someone who can tell me when my order is coming

Soaif Ali, 20 Dec. 2024 , 10:19am
I completely understand your desire for clarity regarding your order.  
  
Unfortunately, at this moment, I have to inform you that there isn't anyone who can provide an exact delivery date for your order. The ongoing issues in our warehouse have made it difficult for us to confirm individual dispatch times.  
  
I assure you, however, that your order is important to us, and we are prioritizing all outstanding orders as quickly as possible.  
  
Before you head out, is there anything else I can assist you with?
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Jamie, 20 Dec. 2024 , 10:25am
This company is a joke

Soaif Ali, 20 Dec. 2024 , 10:35am
Jamie, I truly empathize with your frustrations and completely understand why you feel this way.  
  
I wish I could process your order right now, but I can't.  
Hope you would understand limitations.  
  
I want to assure you that we value your loyalty as a customer, and your concerns are very important to us. While I recognize that words may not alleviate your frustration right now, I am here to help in any way I can.  
  
If there's anything specific that you would like me to do please let me know.
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Jamie, 20 Dec. 2024 , 10:36am
Yes actually dispatch my order

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