Thanks for your reply. I guess my issue here is that they've not even got to the stage of them being ready to dispatch an iPhone yet. I'm still stuck in some sort of "account application limbo", where I keep getting asked the same questions via different means (SMS, email or phone-call).
If they'd notified me that yes, the application is complete and your phone will be sent once stocks are available, I'd be happy but we're not at that stage after more than a week of back-and-forth. It seems this initial account application process has been excessively long, overly complex and pretty disorganised.
Edit - I should also point out that when I placed my online order and selected the plan I wanted it stated that the phone was available / in stock. I had also contacted an Optus Shop (a long distance from us but I now wish I'd just driven there!), who stated they didn't have the model I wanted in stock (they did have a 512GB but I only wanted a 256GB), but they checked and said they could have one in store in 3 days. I decided to order online to save a big trip there and back thinking the online process would be reasonably quick based on what the shop had said.
I called Optus again last night and the order has now progressed to "Submitted". I'm in the dark as to what that means TBH. I assume it means the account application has been finalised and the order for the actual phone has been submitted for delivery. Either way, it appears as though we've taken another step in the process!
OK, so I'm going to keep updating this thread in case any one else ever encounters the plethora of issues I have and wants to know what the final outcome was.
On Monday (at some ungodly time of the morning), I got an SMS from Optus saying my order had left the warehouse and will be delivered to me shortly. This had a link for tracking, which showed no results but that's understandable as it does say it can take up to 24 hours to appear there.
Wonderful! I thought.
Monday evening I then receive another SMS from Optus saying my order had been received at the warehouse and they were preparing to deliver it...
What? Which one is it? Did it leave the warehouse Monday morning, or did it only arrive in the warehouse Monday night? Why am I receiving messages that obviously (well at least one of them), aren't correct?
Honestly, I can't understand how this whole process has been so convoluted, repetative, lengthy and straight up wrong some of the time. As I said earlier, we live in a rural area. Most of our purchases are done online for that reason. I honestly cannot ever recall having constant issues with anything else I've ever ordered like this before.
I left Optus years ago due to incompetence. Here I am, having to come back to them and it appears nothing has changed. TBH, I'm not looking forward to the next few years whilst I'm locked into a contract with them.
I've received my phone and SIM. The tracking system never worked. I was told to use the order number on the Optus / StarTrak page but that always returned a "no record of that number" error. I was then told I'd receive a tracking number but that did not occur.
I was required to activate the new SIM by calling Optus support due to the previous provider I was with. This was great! The person who assisted with this there was amazing. Everything went seamlessly and she even called back after about half an hour to make sure everything was working and my number had ported across correctly. I'm really happy with this result. Whoever that support person was, you rock!
So basically, the ordering / delivery process did seem a bit all over the place for me but once the phone had arrived, activation etc was a breeze. I’m feeling a lot better about my return to Optus now!