Andrew, 29 Dec. 2024 , 10:06am
It is now over a month since I upgraded and I still haven't heard anything when my phone is ready for collection from shop ! I also have a smart watch ordered at same time which I have and can't use and am paying for ! I have also noticed on social media people who ordered way after I ordered have received phone which I find totally unacceptable as you should be clearing and sorting out oldest orders 1st pls dnt give me warehouse excuse as I ordered a week before your issue at warehouse!!! I have never received any information relating to my phone all I get is opened end promises it being delt with promptly but these are all lies to keep me quiet! The app jus says processing and if you go I want upgrade it says I have a order that is processing! I think I have been very patientcent with O2 considering the horrendous customer service I have received!

O2 Virtual Assistant, 29 Dec. 2024 , 10:06am
Thanks for messaging with O2.
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O2 Virtual Assistant, 29 Dec. 2024 , 10:06am
Before we start, I’ll just need your mobile number.  
  
Please make sure you type it without any spaces.
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Andrew, 29 Dec. 2024 , 10:07am
0788959667

O2 Virtual Assistant, 29 Dec. 2024 , 10:07am
Hmm...I don't recognise that mobile number.  
  
Can you try typing it again in a 07123456789 format with no spaces please?
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Andrew, 29 Dec. 2024 , 10:07am
07889859667

O2 Virtual Assistant, 29 Dec. 2024 , 10:07am
[Rich Content]
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Andrew, 29 Dec. 2024 , 10:08am
Something Else ❔

O2 Virtual Assistant, 29 Dec. 2024 , 10:08am
[Rich Content]
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Andrew, 29 Dec. 2024 , 10:08am
Something Else ❔

O2 Virtual Assistant, 29 Dec. 2024 , 10:08am
[Rich Content]
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Andrew, 29 Dec. 2024 , 10:08am
Pay Monthly

O2 Virtual Assistant, 29 Dec. 2024 , 10:08am
I'll just check if we have an expert available to help.  
  
Please be aware you may need to answer a few questions to help us identify you.
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O2 Virtual Assistant, 29 Dec. 2024 , 10:08am
Thanks 👍- give me a second whilst I check your details.
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O2 Virtual Assistant, 29 Dec. 2024 , 10:08am
[Rich Content]
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Andrew, 29 Dec. 2024 , 10:08am
It’s about my Account

O2 Virtual Assistant, 29 Dec. 2024 , 10:08am
Thanks! 🙏
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O2 Virtual Assistant, 29 Dec. 2024 , 10:09am
Please can you confirm your full Name
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Andrew, 29 Dec. 2024 , 10:09am
Andrew Smith

O2 Virtual Assistant, 29 Dec. 2024 , 10:09am
Great, please can you confirm that you are the Account Holder whose name is associated with this My O2 Account?
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Andrew, 29 Dec. 2024 , 10:09am
Yes

O2 Virtual Assistant, 29 Dec. 2024 , 10:09am
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], 29 Dec. 2024 , 10:09am
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, 29 Dec. 2024 , 10:13am
Hi Andrew, 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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Andrew, 29 Dec. 2024 , 10:19am
Again I dnt believe a word you have said , I'm constantly reading people who ordered way after I did hve received there phone also I know someone who ordered phone very recently and got next day and internet is full off people who have finally received there phones even thou ordered after mine I feel insulted with your reply and is not good enough now !!! Your telling me to check my messages regularly but as I told you Ive not received one message to tell me my phone's delayed it's been off my own back wasting my time chasing!! All I get is insulting messages telling me my adds on are going up !

Soaif Ali, 29 Dec. 2024 , 10:30am
Andrew, I genuinely understand how you feel, and I’m really sorry for the frustration and disappointment you’ve experienced.  
  
I can only imagine how aggravating it is to see others receiving their phones while you're still waiting, especially given that you placed your order before theirs. Your feelings of being insulted by the lack of communication are completely valid, and I sincerely apologize for that.  
  
I want to reassure you that our warehouse is actively working to process orders, and your order is important to us. It is entirely possible that your phone could be one of the upcoming shipments.  
We truly appreciate your patience and understanding as we work to get orders fulfilled as quickly as possible.  
  
If there's anything else I can assist you with or any questions you have, please don't hesitate to ask.
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Andrew, 29 Dec. 2024 , 10:36am
I give up I'm jus going round in circles! as a company you have totally failed to deliver your promises and still are promising people next day delivery/collection on your website !!! When you can't even deliver on orders you already have paid a upfront cost plus paid off my old phone taken out a contract on another product I can't use and paying for ! So far I'm £100 out off pocket for nowt !

Act as Soaif Ali and suggest the next best response. Response should be acknowledging and empathetic. Don't mentioned escalation