Summarize the chat:

Arzoo, 14 Dec. 2024 , 11:50am
Speak to manager

O2 Virtual Assistant, 14 Dec. 2024 , 11:51am
Thanks for messaging with O2.
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O2 Virtual Assistant, 14 Dec. 2024 , 11:51am
Before we start, I’ll just need your mobile number.  
  
Please make sure you type it without any spaces.
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Arzoo, 14 Dec. 2024 , 11:51am
07868894873

O2 Virtual Assistant, 14 Dec. 2024 , 11:51am
Thanks 👍- give me a second whilst I check your details.
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O2 Virtual Assistant, 14 Dec. 2024 , 11:51am
[Rich Content]
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Arzoo, 14 Dec. 2024 , 11:51am
It’s about my Account

O2 Virtual Assistant, 14 Dec. 2024 , 11:51am
Thanks! 🙏
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O2 Virtual Assistant, 14 Dec. 2024 , 11:51am
Please can you confirm your full Name
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Arzoo, 14 Dec. 2024 , 11:51am
Arzoo siddiq

O2 Virtual Assistant, 14 Dec. 2024 , 11:51am
Great, please can you confirm that you are the Account Holder whose name is associated with this My O2 Account?
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Arzoo, 14 Dec. 2024 , 11:52am
Yes

O2 Virtual Assistant, 14 Dec. 2024 , 11:52am
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], 14 Dec. 2024 , 12:07pm
Thanks for staying connected, we're just trying to get you through to a member of the team. Sorry it's taken a bit of time 🕖 today but don't worry we'll be with you as soon as we can.  
  
If at any point you no longer wish to continue with your conversation or wait for one of our agents, you can close the conversation by tapping "End Conversation" in the top right-hand corner. Thanks for your patience.
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Info [Automated], 14 Dec. 2024 , 12:11pm
You are now connected to Pavan, 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 Pavan will be replying in a few minutes.
[Sent]

Pavan, 14 Dec. 2024 , 12:21pm
Hello Arzoo, thanks for messaging O2. I hope you're doing well. I have gone through your query and I appreciate your patience while waiting in the queue. I am really sorry that the order delivery is taking longer than expected. I will certainly check for some more information and will help you with this.  
  
Upon checking your account, I can see that you placed an order for Galaxy S24 Ultra 5G 256GB Titanium Violet on the 11/12/2024 and the expected delivery date was 12/12/2024.  
  
Usually within the expected date you should receive a delivery but in very rare scenario it can be delayed. I know that you have waited 2 days but be rest assured, your order is perfectly fine and you will receive a delivery update soon.  
  
I request you to please wait and you will have your device with you. Once the order is being processed you will get a confirmation from delivery courier with a reference number and the link with that you will get access to track your order.  
  
I hope this answers your query.
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Arzoo, 14 Dec. 2024 , 12:25pm
But I have been told that there as been delayed so please can you tell me what is going on and if possible to speak to a manager I have paid an upfront fee amd when I check the track delivery it says it's processing

Arzoo, 14 Dec. 2024 , 12:25pm
I want to know the exact time of delivery and why have I been told completely different stories each time

Arzoo, 14 Dec. 2024 , 12:30pm
I want to collect my device from the store and I need this to happen i have not got anytime to waste or keep waiting all the time for different stories each time

Pavan, 14 Dec. 2024 , 12:36pm
Arzoo, I understand your concern about the delivery.  
  
The order will be dispatch from the warehouse soon, and it will be collected by the courier team. Once this is completed, you will get a confirmation that the order is been processed and you will receive a text from courier team about the exact date and time slot of the delivery.  
  
As the order is not collected by the courier team yet hence the order is in processing status and tracking link in not generated yet. The courier team does not work on the weekend for standard delivery hence we can expect the confirmation about this by next working day.  
  
Trust me, if there are any other information was available with us, we would have shared it with you but the date and time can be confirmed by the courier team once the order will be collected by them.  
  
Apart form this, as the order is selected for the home delivery hence it cannot be changed to click and collect from the store. Once the order is created completely, the system does not allow to make any changes on the order.  
  
I hope I have answered your query.
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Pavan, 14 Dec. 2024 , 12:42pm
Hi Arzoo, I hope I’m not disturbing you, just wanted to check if you need any more information regarding your order query?
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Arzoo, 14 Dec. 2024 , 12:43pm
I am not happy at all is there a manager could you get them on now

Pavan, 14 Dec. 2024 , 12:53pm
Arzoo, your disappointment is valid about the delayed delivery and trust me, this is not the kind of customer service we wish to offer to our customers.  
  
Trust me, if the delivery is in our hand then we never keep your request in pending from the customer service but in the current delay situation we will have to wait for the courier team to pick up the delivery and then only you will get a confirmation for it.  
  
The same system is used by our Manager and we have tried everything that we can do to get this resolved as quick as possible but we will have to wait to complete the back end process of the delivery .  
  
I hope you can understand our limit as a customer support team.
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Pavan, 14 Dec. 2024 , 12:59pm
Hi Arzoo, as I have not heard back from you, just checking if you need any more assistance regarding your query?  
  
May I know what is your expectation?
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O2, 14 Dec. 2024 , 01:03pm
Sorry we seem to have missed you! If you would like to continue your conversation today, just let me know 😊
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O2, 14 Dec. 2024 , 01:03pm
[Rich Content]
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Arzoo, 14 Dec. 2024 , 01:18pm
Yes, continue ✔️

O2, 14 Dec. 2024 , 01:18pm
Ok, no problem. Getting you through to an expert now 😊 keep an eye out for a notification once they've responded!
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Info [Automated], 14 Dec. 2024 , 01:33pm
Thanks for staying connected, we're just trying to get you through to a member of the team. Sorry it's taken a bit of time 🕖 today but don't worry we'll be with you as soon as we can.  
  
If at any point you no longer wish to continue with your conversation or wait for one of our agents, you can close the conversation by tapping "End Conversation" in the top right-hand corner. Thanks for your patience.
[Sent]

Info [Automated], 14 Dec. 2024 , 01:38pm
You are now connected to Afreen, 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 Afreen will be replying in a few minutes.
[Sent]

Afreen, 14 Dec. 2024 , 01:45pm
Thanks for getting back to us, Arzoo.  
  
Our team is working hard to resolve these issues and ensure your order is delivered as quickly as possible. Once your order is on its way, you will receive a text message with the courier's delivery details.  
  
Please be assured that we are committed to ensuring all packages arrive before the Christmas Holidays. Your understanding during this time means a lot to us, and we truly appreciate your patience as we work through this.  
  
I want to take a moment to thank you for your understanding during this difficult period. We truly empathize with the frustration that delays can cause, especially when you were expecting a 24-hour delivery without any updates. To show our sincere apologies, I would like to offer you a £10.00 credit to your account, which you can use towards your next bill. I hope this small gesture can help ease the situation for you. We are genuinely sorry for any trouble this may have caused and are grateful for your patience.
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Afreen, 14 Dec. 2024 , 01:51pm
Hi Arzoo, I hope I’m not disturbing you, wanted to check if we are connected?
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O2, 14 Dec. 2024 , 02:00pm
Sorry we seem to have missed you! If you would like to continue your conversation today, just let me know 😊
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O2, 14 Dec. 2024 , 02:00pm
[Rich Content]
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Arzoo, 14 Dec. 2024 , 02:20pm
Yes, continue ✔️

O2, 14 Dec. 2024 , 02:20pm
Ok, no problem. Getting you through to an expert now 😊 keep an eye out for a notification once they've responded!
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Arzoo, 14 Dec. 2024 , 02:25pm
Well I spoke to a lady yesterday so in total it's 10 plus 10 plus 15 as today a advisor said 15 and another 10 and yesterday 10 so.i want this all in my o2 account also I am asking for a manager to speak to so could you kindly get a manager online please i wont keep asking again and again I want to speak to a manager this small gestures is not good enough no updates nothing looks like I have been scammed for ordering a new device and was told it will be delivered on the 12th December

Info [Automated], 14 Dec. 2024 , 02:36pm
Thanks for staying connected, we're just trying to get you through to a member of the team. Sorry it's taken a bit of time 🕖 today but don't worry we'll be with you as soon as we can.  
  
If at any point you no longer wish to continue with your conversation or wait for one of our agents, you can close the conversation by tapping "End Conversation" in the top right-hand corner. Thanks for your patience.
[Sent]

Info [Automated], 14 Dec. 2024 , 02:36pm
You are now connected to Sadaf, 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 Sadaf will be replying in a few minutes.
[Sent]

Sadaf, 14 Dec. 2024 , 02:49pm
Arzoo, Please can you confirm what are you expectations, I see that we have already provided update on ongoing warehouse issues, which has impacted the fulfilment of certain orders, including yours. Please know that our team is actively working to resolve the situation and get your order shipped as quickly as possible.  
  
As mentioned earlier same system is used by the manager and they don't have any special access to deliver your order in the store, Please note that you have selected home delivery while purchasing this device, due to security reasons it won't be possible for us to change the delivery method.  
  
I'm unable to help you with the exact delivery date, however, I can confirm that the courier will send you a text message with an estimated time of arrival.  
  
We really appreciate your understand and patience in this matter.  
  
Arzoo, Once again, I sincerely apologize for all the inconvenience caused and let me assure you that O2 as your Service Provider will always be there for you and help you in whatever way we can.
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Sadaf, 14 Dec. 2024 , 02:54pm
No rush, just checking if you're with me
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O2, 14 Dec. 2024 , 02:59pm
Sorry we seem to have missed you! If you would like to continue your conversation today, just let me know 😊
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O2, 14 Dec. 2024 , 02:59pm
[Rich Content]
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Arzoo, 14 Dec. 2024 , 04:01pm
No, I am finished ❌

O2, 14 Dec. 2024 , 04:01pm
Sorry we seem to have missed you! If you would like to continue your conversation today, just let me know 😊
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O2, 14 Dec. 2024 , 04:01pm
[Rich Content]
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Arzoo, 14 Dec. 2024 , 04:01pm
Yes, continue ✔️

O2, 14 Dec. 2024 , 04:01pm
Ok, no problem. Getting you through to an expert now 😊 keep an eye out for a notification once they've responded!
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Info [Automated], 14 Dec. 2024 , 04:04pm
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]