Yesterday, after a few weeks since I originally ordered it, the phone finally arrived. Even though I’m happy that I have it in my hands. I have to say I’m really disappointed with the way outs handled this issue. I originally ordered the phone on the 20th and only got a temporary order number. My husband ordered his a few hours later than me and he got his phone 2 days later. In the meanwhile, I tried to contact Optus via live chat but it was impossible... same when calling Optus. On the 23rd I finally got in through the chat and someone was able to re order the phone for me.... then it took forever and even got back with a tracking number that clearly was not my handset (it was delivered in Brisbane and I’m in Perth).
I believe Optus should recognise this huge mistake against their loyal costumers and do something to compensate them. Perhaps a month free or something like that is the least they can do.
Dear Optus online mobile,
I placed an order on the 17th Dec for the iphone 8 on $59 plan. Received a temporary order number however nothing since. Have attempted to contact the online team several times, waiting for over an hour on each occassion. Given that, I now consider this order invalid and will not proceed with it. I need a new service in the next week so will source from another provider.
Highly dissappointing, I've been a ten year plus customer with two mobile and a broadband service which I now also plan to move all to another provider.
I made an order on the 18th of December and got a temporary order number. On the 19th I received a text message saying that my order was received and that optus team is doing their best to process the order soon. I haven't heard anything from optus since then. Call support and chat support is not working at all. Can anyone from optus chase this up for me please?
Ordered on : 13/12/2017
Received a temporary tracking number the same day.
06/01/2018 : No order confimration, no delivery.
Hey @gursimratb, I've sent you a PM with a link to an online form. Fill that one out and we'll be in touch with you.
I am in a similar situation, ordered iPhone 8 on $59 plan on 14/12/17 but no update on order progress.
@Dan_C are you able to also follow up for me?
Got onto @hugo P via online chat, he sorted me out in around 40mins. Turns out they didn't receive all the info they needed even though I have two existing mobile services, so I must have missed something out on the original order. Handset delivered the following day - it was in stock. Sim didn't activate but a follow up on Monday had it sorted pretty quick.
Still highly dissappointed with the lack of customer service or available support, but you just need the right person to kick it along.
After some back and forth with other agents, I had Evelyn B on live chat tell me
‘We’re sorry but this offer has been really popular and we’re now out of stock of some of the phones that were on offer. We’ve ordered more but we’re not yet sure when we’ll get particular models and colours of each of those phones. If you are happy to wait for a while for the phone you wanted, we can put you on a wait list and contact you when it’s available - you can still get the phone at this price’
i then filled in a form with all my details and the model and colour of phone I wanted.
I want the space grey iphone8 which the website says they expect on jan 17
So I guess I wait until then and see if I get an email.
If not, Optus can expect me to cause a rumble.
And yes- I have screen shots of this conversation
After about a month and countless phone calls, I finally got my handset....got sent the wrong colour but after all this there is no way I'm even going to bother trying to change it