DISQUS

Ben Smith · 1 year ago

While you're at it ask them when I can upgrade my existing one and why I can't even put my name on a list for one?

It's not just pre-launch ordering and launch day that were botched. Aside from new connections available at the Apple store upgrade customers who missed out on day one are still in an information vacuum.

James Whatley · 1 year ago

Truly epic, extremely well written and a great read.

MarkW · 1 year ago

Dan may have tried to cancel his and offer to let them have it back - but what's the betting it gets activated anyway (eventuuuuuuallllly) and a bill plops on his doormat when he least expects it... My guess is his request to cancel went on a Post-It that went on the floor.......

AJ · 1 year ago

All these issues are easily fixed - customer anger can quickly dissipate when mistakes are acknowledged and compensated for. Sometimes you can tell more about a company from how it responds to its failures than how it deals with the big successes.

I am really interested in hearing how O2 deal with this.

I also wonder whether Apple will follow the same model with the next launch. Wouldn't it just be easier to sell unlocked iPhones in conjunction with the subsidised operator deals.

I am not sure whether this chaos is as good for Apple as other people seem to think.

Samantha · 1 year ago

Brilliant article by the way.

I'm truly surprised at how o2 have treated their customers over the iPhone mayhem. The cost of the device (and their contracts) are appalling in my view, and you would never see me paying that much for a phone that likes to pretend it's everything other than a phone. But forgetting that, the price should mean you in return as a customer at least gratify a certain amount of Customer Service.

The Launch seems to be only a cock-up. Yes, many people may of got their phones, some may be working, but what about the other people, like Dan, who have nothing in return for endless queing and ridiculous prices?

I also don't think the blame falls directly on to o2 either, Apple must take blame for not organising it's own launch and coordinating itself with the companies it chooses to work with. The same with the Carephone Warehouse. Apple may of predicted a great deal of demand, but where was their plan? Where was there an efficient system to process and complete transactions?

I hope Apple, o2 and the Carphone Warehouse learn something out of this... Respect and curteosy towards those who put their trust in their business.

I also would love to see the responses you get, will there be the usual beating around the bush?

Samantha.

HeavyLight · 1 year ago

Let's face it: O2 are shit useless!
If even their friendly PR-droids had an ounce of sense they'd be trawling mobile blogs and forums explaining the problems and reassuring customers. But after 17 hours of this post being published, there's nothing but silence.

Even Orange couldn't turn this series of glitches into such a disaster!

Mark Panay · 1 year ago

I just cancelled my order for two iPhones for my business. O2 really are up there with Vodaphone for appalling customer service. I really haven't been treated this badly whilst spending so much money, ever.

But, enough whining and bitching, I'll just wait for the storm to blow over.

pissed of carphone employee · 1 year ago

carphone systems allowed more than 3000 iphones to be over ordered and now all of their poor sales staff are forced to face the understandable disapointment of customers who have payed for empty promises! carphone have turned us all into liars.

Jof Arnold · 1 year ago

Wow... my experiences, compared to yours, have so far been such a polar extreme I think I'm going to have to write a blog post about it. Yes, I've had problems too, but O2 and CPW have gone out of their way to remain transparent and courteous and to keep me updated throughout the entire process. Even the purchase itself was rapid and without a hitch, due in no small part to the fact I was first in the queue of 2 people when CPW opened their local store at 730am that Friday.
I'll write a long post and link to it here once (or maybe "if") the problem's been resolved and I can give a fair assessment of the whole situation.

Ewan · 1 year ago

That's great news Jof!!