I ordered a new phone on the Yes app and linked it to My Account, all in a proper way.
I got a text message with an order number made of 7 letters and 3 numbers (ANOW...001). A week later, no news.
I chatted with an Optus person on the web site, who passed me to someone else, and I learned that I also had an order number with 8 numbers (638....26), which was news to me. The chat was interrupted several times, so I gave up.
I then spotted "Tracking orders" on my account using the number I discovered and then realised there was a delivery issue 4 days before and that I should have called in!
Optus obviously has no way to communicate proactively with its customers... I then called at that 1300 number and after 25 minutes of waiting, found a very courteous agent (Lou) who told me there was an issue with the delivery address: Optus or Star Track had deleted the first two lines of a business address, containing floor and unit, leaving only building number and street address, not enough for a CBD address.
Lou then kindly corrected the address. When checking Star Track 2 days later, I realised they already sent the phone back to sender/Optus...which must now ask for a new delivery. One can hope Star Track will be inspired to call if they cannot find the addressee...
Take out for Optus: lack of communication was appalling (no proactive messaging when issue arose - no single reference number to easily track delivery (I received another code)- Star Track did not help when they simply returned to sender.
Yep... you're right. I'm told my number was placed in the list to receive an SMS notification when the phone I enquired about was available for pre-order or when available on the website.
The phone is out now through Optus and I'm still waiting to receive my SMS.
Update: Star Track now reports this order as delivered, but it was not delivered to us! Most probably delivered back to sender (Optus). So I will need to ensure it is sent again...not really keen to wait an extra 30 minutes on the phone.
After a few more chats, the iPhone was redelivered and reached me today, Dec 12. It was ordered on Nov 23.
I learned that new phones cannnot be deposited within an Optus shop as "their stocks are different".