Elgar Chappell

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[Elgar Chappell @ElgarC]

Daughter on 01/12/24 and still waiting!!
Why has your internal press team not done any public comms on the issue? I understand you’re still advertising next day delivery despite not being able to deliver orders still!!

[Elgar Chappell @ElgarC]

@LutzSchueler please can you update your customers on the debacle going on at 02 with warehouse issues and the fact it appears hundreds now won’t get their handsets for Christmas Day! Loyal o2 customer here but not impressed with the way you’ve handled this I’m afraid.

[Elgar Chappell @ElgarC]

same scripted responses from customer service with no timescales on when we can expect to see deliveries. Why do you not have contingencies at warehouses to ensure stock flows in times of crisis? Surely you don’t have all your ‘eggs in one basket’? Ordered an upgrade for my

[Elgar Chappell @ElgarC]

@maisiex101 @6thGrom @vcg239 @O2 @MartinSLewis @itvMLshow Sounds like lots of conflicting info being told by 02. Poorly handled for such a large company. I’ve been promised delivery by Christmas but starting to think that’s not going to happen. I know these are first world problems but just some truth and updates from them would help!

[Elgar Chappell @ElgarC]

@maisiex101 @6thGrom @vcg239 @O2 @MartinSLewis @itvMLshow @O2 your internal comms team along with your CEO need to get in front of your customers and tell us what is going on! Myself along with hundreds of others have ordered handsets for next day delivery and still waiting 2 weeks later. The lack of updates on your warehouse situation

[Elgar Chappell @ElgarC]

Situation poorly handled from a customer service point of view with limited updates nor explanation. Seriously considering moving over to you as our o2 contracts end.

[Elgar Chappell @ElgarC]

@VodafoneUK good opportunity for your marketing teams to entice @O2 customers to switch to you! Hundreds of customers still waiting for orders since November due to some warehouse issue.

[Elgar Chappell @ElgarC]

@maisiex101 @6thGrom @vcg239 @O2 @MartinSLewis @itvMLshow is shocking for such as large company! Be truthful and upfront with customers and most of us don’t mind if your have genuine reasons for delays! You’re going to be ruining a lot of children’s Christmas for those of us ordering as presents - thanks a lot!

[Elgar Chappell @ElgarC]

@riaaastephens @O2 Same here @O2 still waiting since ordered on 1st Dec. Going to have a disappointed daughter on Christmas Day at this rate - thanks a lot! I’m not even going to waste my time attempting to call and speak with your useless customer service numbers!

[Elgar Chappell @ElgarC]

@O2 it’s now 13 days since ordering an upgrade handset for delivery to home. Still no sign of the handset due to your ‘warehouse issues’. Can I get an update when the handset will be delivered please? I need it latest end of this week! Thanks

[Elgar Chappell @ElgarC]

@carlyhenson03 @ODriscollPamela @O2 Same here - it’s a present for my daughter - I need to know if it’s going to arrive before Christmas otherwise I want to cancel the upgrade, yet I’m told they can’t because the order is still processing ??? No confidence in o2 at the moment.

[Elgar Chappell @ElgarC]

@diddlesbo @O2 Same here - regretting not doing the click and collect option in store now! I don’t know how a company as large as o2 can have such prolonged delays for whatever their issue is?

[Elgar Chappell @ElgarC]

@SianLacey @O2 Good luck - I’ve been waiting since the 1st when upgrade processed and still no handset! Just told they have delays. Others are still waiting since they ordered on the 29th Nov. Should be advised when ordering as clearly not next day delivery!

[Elgar Chappell @ElgarC]

@Baily89126784 @O2 Absolutely shocking customer service. Ordered my upgrade on the 1st for next day delivery and still no sign of the handset. After a painful call to customer service today told it may or may not arrive in next few days! What kind of delivery issues are they dealing with?

[Elgar Chappell @ElgarC]

@Robosc0tt @O2 Horrendous experience speaking with their customer agent earlier, as an upgrade handset ordered on the 1st has still not arrived.
The agent was literally arguing with me to provide the correct name on the account which I gave multiple times but she kept saying it was wrong 🤦��♂️

[Elgar Chappell @ElgarC]

@PurgatoryPoison @O2 Same here we have 8 connections and keep meaning to move them all over to EE or Vodafone but it’s a hassle as we have some connected to Apple Watches etc!

[Elgar Chappell @ElgarC]

@O2 I placed an upgrade order on 01/12/24 - should have been delivered on 03/12/24. Keep getting update texts saying order is delayed? Why? No explanation given. I need to know when I can expect the handset. I’ve tied the chat function numerous times but you’re always too busy!

[Elgar Chappell @ElgarC]

@PurgatoryPoison @O2 Store said I can call customer service and request to cancel the upgrade to then re upgrade in store. However, that results in another full credit search and mark on your credit file - no thanks as I’m upgrading my handset next month. Only option or wait for delivery

[Elgar Chappell @ElgarC]

@O2 How confident are you this issue will be resolved by Christmas ?

[Elgar Chappell @ElgarC]

@O2 Not good enough I’m afraid, I needed the handset next day as advertised. We are now not at the delivery address for a few weeks and it’s a present. I’m going to one of your stores to discuss and see if they can change to store pick up. Your comms to customers is poor.