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Online Community Manager
Online Community Manager

Re: Raincheck and Backorder process

Hi shortboard,


That's not cool. 

We don't have visibility of customer accounts or orders here on Yes Crowd I'm afraid.

Please Chat with us if you still need assistance with this.


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I’m part of the Yes Crowd team, employed by Optus to help run our online community. This guide explains how everything works on here and you should also check out our Community Guidelines.

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New Contributor
New Contributor

Re: Raincheck and Backorder process

How long did it end up for you to receive your phone? I am currently awaiting my new phone which is on backorder aswell

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New Contributor

Re: Raincheck and Backorder process

I've been waiting for a new phone since 6/10/19. I have received one update to tell me that my phone is on backorder. Seriously, how long does it take to get an iPhone 11 in? I would've been better off going to the Apple store or JB HiFi and just buying it. What's happening? 3 weeks..not good enough

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Online Community Manager
Online Community Manager

Re: Raincheck and Backorder process

Hey there nesssa and rocknrollbarbie,

 

How long ago did you last receive an update?

Please message us for assistance. 


_____________________________________________________
I’m part of the Yes Crowd team, employed by Optus to help run our online community. This guide explains how everything works on here and you should also check out our Community Guidelines.

Did we answer your question? Please mark it as a Accepted Solution and be generous with that Kudos button Smiley Happy
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New Contributor
New Contributor

Re: Raincheck and Backorder process

17/10/19 i got a text message
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Re: Raincheck and Backorder process

I had the exact same experience. I placed a preorder for an iPhone 11 Pro on the 13th of September when online pre-orders opened. Because my contract didn't expire until the 26th of September, they cancelled the order.

I placed another order online on the 26th of September, which wasn't able to be processed as it had not been 24 hours since the contract expiry date. So they advised me to call back 24 hours later. Called back and was advised that the phone was on back order and that they weren't able to process the order.

I naively expected my order to progress in the queue, but unfortunately, it did not.

I called up again on the 19th of October and was advised again that there was no order in the system, and that the phone that I was waiting on would not turn up, as my order was not being progressed.

The consultant advised that the order would be processed when there was stock. They guaranteed that I wouldn't have to call up again, and that the order would be processed.

I noticed that there was stock on the website today (30 October) and called up to confirm the delivery date. Was advised once again that I did not have an order in the system... this is a joke.

You are selling $3000+ dollar phone handset plans to your customers and you don't have a basic ticketing system to progress inventory to ensure that customers get their orders in a timely manner.

Seven weeks after an order was placed, and I'm being told that it will still be another three weeks for delivery, but we'll start charging you from today.

Optus seems to have a unique way kicking off a 36 month relationship ... 

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Online Community Manager
Online Community Manager

Re: Raincheck and Backorder process

That is really poor, Mw7FV7.


Thank you for raising this issue. 


We have forwarded this to our Online Sales team to review this example.


I responded to this recent thread with a bit of an update that the online orders process is being updated.


_____________________________________________________
I’m part of the Yes Crowd team, employed by Optus to help run our online community. This guide explains how everything works on here and you should also check out our Community Guidelines.

Did we answer your question? Please mark it as a Accepted Solution and be generous with that Kudos button Smiley Happy
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Re: Raincheck and Backorder process

There is another option they use besides Raincheck and Backorder process. It's called 'Never-had-the-stock-to-begin-with-and-won't-honour-plan-deal'.

I ordered a Samsung Note 9 on a plan during a promotion deal, order was confirmed, told 1-5 business days. Over 3 weeks later I get told they don't have the handpieces for online orders (won't precur from a store), won't replace with an equivalent handpiece. Nor will Optus honour the plan contract deal at the time of the promotion.

After long attempts to resolve this issue they offer me a different phone on a plan nearly double the price. The accessories I purchased to go with the original phone they won't compensate for.

The 10+ years as a loyal customer mean a big fat zero to them.

Attempted twice now to lodge a complaint online only to receive automated email responses and nothing else. Online conversations lead to promises of managers calling back but they never do.

Please, if you have ordered online with Optus and get a Raincheck or Backorder notice, cancel your plan and run away, let my suffering be a warning to you so you don't have to go through what I am.

I'll keep fighting the good fight and refuse to give up until I get what I ordered and was promised.

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Re: Raincheck and Backorder process

Where is the Thumb's down option, that was a pathetic response.
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Re: Raincheck and Backorder process

I find it outlandish that we go to an open forum to find out details for a backordered item from Optus.

Why can't we just get updated like they promise by text or email. I don't do facebook or twitter and have no intention of doing so. 

i need someone to help me or i will go back to Telstra

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