“Computer Says No”
I understand things being out of stock but why didn’t the O2 web site tell me? Order confirmation was given on screen but no email confirmation, as is normal with items ordered online. I rang and got the usual press 1, 2 etc the operative told me “oh yes it should be delivered tomorrow morning”. Patiently I waited, confident my extra £9.99 delivery before 10am would secure an early delivery. No delivery.
The next phone call was to a dedicated iPhone customer service number (read: more than one brain cell). The very helpful Scottish chap, Neil, looked and found the no stock situation. He then uttered those immortal words “I’ll ring you back later”. My experience in business is that people NEVER ring you back. He duly rang me back as promised so I kept my cool and didn’t demand £9.99 refunds. “It’s out for delivery tomorrow” (Good Friday, Bank Holiday). He was very polite and British so I kept keeping my cool and suggested that DHL don’t deliver on Bank Holidays – “could you hold, I’ll just check with them”. When he returned all I heard was “blah blah blah blah blah”.
Delivery is now Tuesday.
Why are simple systems like – order > in stock/no stock > supply/back order > let the customer know either way, buggered up?
One last comment – I consider myself not an expert but quite competent at operating websites. In ten years or so of using O2′s I have always ended up going round in circles.
As with most things in life the best adage is: Keep It Simple
TfT X
