O2 + DHL = Complete arse.

[autopilot]

Last friday i put an order in for a K800i (upgrade). It was meant to be next day delivery so i just phoned O2 see where my order was... DHL has 'lost' it i was told. Yeah right.

But get this, if i had not phoned O2 then no one would have bothered to inform me. The girl said i would have just sat there waiting.

Not only that but i have to reorder it myself she said. Fine, reorder it i said. You can't she said. Why? i said. It's not in stock she said. I can't order an item if its not in stock? WTF? Will have i have to keep calling you everyday until it's in stock i said half joking... er, yes she said.

Mistakes do happen, but how lame is that?

[Atomic]

I bet the DHL Courier who 'lost' it is a happy guy.

[Funkstar]

O2 are a complete pain in the arse like that. The stores are the same, they can't order things for you or reserve them unless they physically have them in the shop.

[autopilot]

It's crazy, i have never come across an online retailer that would not allow you to order an out of stock item. Surely they must lose a lot of custom this way.

The most annoying thing is that it seems like they really could not care less and dont even bother to let you know, let alone try and sort something out for you.

Still happy to take my money though!

This is not my first beef with O2 customer services. It really is a one way process. Orange were always so helpful, shame they have poor signal at my house i would love to drop O2 now.

[Apex]

Sadly this is the case, if there is no stock the upg shop interface will not allow us to order the phone.

There is a limited backorder system in place on the shop interface and when i say limited i mean limited.

If the handset is out of stock it should apear on the hrm system, this allows us to put in a request note that once we get stock it txts you with a number to call for us to process your order, however it takes time for the out of stock status to be passed from the upg shop to the hrm system and so you can oftern call up (due to hrm txt) to be told it still oos because we havn't been informed that it's back in stock and the shop is still saying oos.

It's about managering your expertation's , if the item was oos and we placed a backorder and you asked for a expected delievery time and we gave a date and that date came and past and you still didn't have the item you would be annoyed and in some case want to escalte the call up which tbh pisses most of us off as it wastes time for both us and you ( i especailly like the cust who complaine about being in a que only then wnt to speak with a manager which could be another 20 mins waiting.....)

So in the end we don't do backorders / oos orders and if we do give a date for expected restock dates it's a expect date which is subject to change which is out of our hands.
Case in point the E900, we ran out of stock of this on the 3rd july and we had a expected restock planed for the 19th, on the 7th july we got a update to say they where back in stock, que a shed load of orders for it........come the following monday we got a update to say "sorry no stock came in on friday" you can imagine that we as CSA/CRA's where none too happy as we would have to deal with the complaints, 19th came round people called in as we had told them to call back and the ones that where in stock were for the orders allready placed, que yet more complaints and so on.

This is not amied at anyone it's just fyi, many of you don't relise what goes on and why things are the way they are.

Drew

[JimmyBoy]

ah god 02 drive me mental sometimes

when i got my fone, the site was advertising it so i ordered the fone (k750i) a few days passed and i recieved no cofirmation email or anything at all, i rung them only to be told the fone had been out of stock 4 a while, it was infuriating that the fone was right there on the main page being advertised, tellin me to buy buy buy!! despite 02 not having any!!

also when my fone died (bought direct from 02 online) the idiot lady told me to take it to the link, when i questioned her by asking why would the link be interested in a dead fone that wasnt bought from them, she was adament that the link was the place 2 go, i rung the link, only to be told that the fone wasnt bought there so they wont touch it, i asked the salesman was the 02 lady talkin ****e, he simply laughed and said yup

signals good on 02 tho lol

[Apex]

ah god 02 drive me mental sometimes

when i got my fone, the site was advertising it so i ordered the fone (k750i) a few days passed and i recieved no cofirmation email or anything at all, i rung them only to be told the fone had been out of stock 4 a while, it was infuriating that the fone was right there on the main page being advertised, tellin me to buy buy buy!! despite 02 not having any!!

also when my fone died (bought direct from 02 online) the idiot lady told me to take it to the link, when i questioned her by asking why would the link be interested in a dead fone that wasnt bought from them, she was adament that the link was the place 2 go, i rung the link, only to be told that the fone wasnt bought there so they wont touch it, i asked the salesman was the 02 lady talkin ****e, he simply laughed and said yup

signals good on 02 tho lol

Am a bit shocked that a O2 agent told you to go to thelink, they should have said to go to your local o2 store for the handset to be inspected and if needs be sent away for repair / replacement.

How this wil change seen as we have baught thelink now is unknown we currently don't have plans to change the way the retail channels work.

Drew

[autopilot]

LOL, O2 once told me to go to the link too.

[Apex]

Odd