Louise, 15 Dec. 2024 , 04:34pm
Hello

O2 Virtual Assistant, 15 Dec. 2024 , 04:34pm
Thanks for messaging with O2.
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O2 Virtual Assistant, 15 Dec. 2024 , 04:34pm
Before we start, I’ll just need your mobile number.  
  
Please make sure you type it without any spaces.
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Louise, 15 Dec. 2024 , 04:34pm
07734933349

O2 Virtual Assistant, 15 Dec. 2024 , 04:34pm
Thanks 👍- give me a second whilst I check your details.
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O2 Virtual Assistant, 15 Dec. 2024 , 04:34pm
[Rich Content]
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Louise, 15 Dec. 2024 , 04:34pm
It’s about my Account

O2 Virtual Assistant, 15 Dec. 2024 , 04:34pm
Thanks! 🙏
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O2 Virtual Assistant, 15 Dec. 2024 , 04:34pm
Please can you confirm your full Name
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Louise, 15 Dec. 2024 , 04:34pm
Louise dawes

O2 Virtual Assistant, 15 Dec. 2024 , 04:35pm
Great, please can you confirm that you are the Account Holder whose name is associated with this My O2 Account?
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Louise, 15 Dec. 2024 , 04:35pm
Yes

O2 Virtual Assistant, 15 Dec. 2024 , 04:35pm
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], 15 Dec. 2024 , 04:39pm
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.
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Soaif Ali, 15 Dec. 2024 , 04:40pm
Hi Louise, and good afternoon! I appreciate you contacting O2. My apologies for the wait.  
  
I'm here to assist you with your O2 account. Please share your query in detail. If you have multiple questions, listing them all together would be very helpful.
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Louise, 15 Dec. 2024 , 04:41pm
I want an update on the phone I ordered 10 days ago. I still haven't received it and I am quite annoyed that I still haven't had it

Soaif Ali, 15 Dec. 2024 , 04:44pm
Sorry to know that you are still waiting for your order. Indeed there's been a delay and I am sorry for it.  
  
This is because our warehouse is experiencing issues which may result in delays to some orders being processed.  
  
8k orders were processed and delivered over the weekend. We continue to focus on re-gaining access to our main warehouse and accessing the stock within it.  
  
In all honesty, the exact timescale hasn't been shared by the team yet. But customer's who's orders are getting ready to deliver, are getting an email notification stating the same and with further details including a tracking number.  
  
They are getting the orders sent according to the dates the order was placed.  
  
My tip here would be to please keep refreshing your mail box, and keep an eye on junk and spam folders on regular basis.  
  
And lastly, make sure that you are available on the address to collect the order on the delivery date.  
  
My apologies again for the delay. Hope you would understand it.  
  
Let me know if there is anything else I may assist you with?
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Louise, 15 Dec. 2024 , 04:45pm
I was told the same message 7 days ago!! This is just not good enough!!

Louise, 15 Dec. 2024 , 04:47pm
I do not understand! My email after confirmation of ordered stated I would get the device on the 10th December. I should never have been provided a date prior to ordering, or even after ordering, if O2 already knew there was a delay in sending orders out! This is disgraceful customer servicw

Louise, 15 Dec. 2024 , 04:54pm
???

Louise, 15 Dec. 2024 , 04:58pm
Hello?

Soaif Ali, 15 Dec. 2024 , 04:59pm
I am so sorry Louise, but 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 06/12/2024, it is classified as an early order, which means it should be dispatched within the expected timescale.
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Louise, 15 Dec. 2024 , 05:00pm
And what is the expected timescale

Soaif Ali, 15 Dec. 2024 , 05:10pm
The team has not yet communicated a precise timeline for the process.  
  
Nevertheless, customers whose orders are currently being prepared for delivery can expect to receive an email notification. This email will include important details, such as the tracking number for their shipment.
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Louise, 15 Dec. 2024 , 05:12pm
So why tell me I will get it within the estimated timescale when you haven't even been communicated it yet!!! Another lie from O2. I am disgusted with the customer service I have received and I demand a call from a manager because I do not believe anything I am being told

Soaif Ali, 15 Dec. 2024 , 05:16pm
Louise, we are expecting to clear all the back logs much sooner before the festive seasons, as there are many customers, who have ordered gifts and there are few who has ordered it for someone's birthday.  
  
Indeed, we have disappointed them all, but we are giving our best to deliver the order at the earliest, as there is no point to keep our customer's waiting if the warehouse issue is resolved.  
  
The timescale I denied was for the precise one, although we aren't allowed to share an estimate also, but as per my calculations and dealing with several order queries I can confirm the above.
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Louise, 15 Dec. 2024 , 05:17pm
It's just good enough!

Louise, 15 Dec. 2024 , 05:17pm
Not good enough

Louise, 15 Dec. 2024 , 05:18pm
I don't understand why I just can't collect it from a store

Soaif Ali, 15 Dec. 2024 , 05:21pm
While processing an order, there are two options, either you get it delivered at your home or you collect it from the store.  
  
Each options has a different roadmap and as there's a whole different process it is not possible for one to collect a home delivery order from store.  
  
Louise, I don't know how would you react but the store orders are also delayed.
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Louise, 15 Dec. 2024 , 05:22pm
O2 are inconveniencing me as a customer. This is the worst customer service I have ever experienced! I will be speaking to the Ombudsmen because the lies and lack of information from O2 is disgusting

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