cancel
Showing results for 
Search instead for 
Did you mean: 
Ask a Question
Welcome to the new look Community! We're still upgrading and making some changes to the platform over the coming weeks! Stay tuned.
New Contributor markbraithwaite
New Contributor

Waited 2 hours in store and left with nothing.

I went in to Optus store today to trade up to a new phone. Apparently on the original contract they forgot to include the IMEI which is needed to cross check it with the phone I’m trading up. The guy serving me called about 4 different places, spoke to his manager and in the end couldn’t do anything for me. This all took about 2 hours. I left with nothing, they wouldn’t offer me anything in reconciliation for my time and THEIR mistake. What kind of customer service is this? 

0 Kudos
Reply
4 Replies
Esteemed Contributor
Esteemed Contributor

Re: Waited 2 hours in store and left with nothing.

0 Kudos
Reply
New Contributor markbraithwaite
New Contributor

Re: Waited 2 hours in store and left with nothing.

I did provide the IMEI of the phone I brought in. But they never recorded the IMEI on the contract when I first signed up, so tehy can't match it to prove it is the same phone. 

0 Kudos
Reply
Esteemed Contributor
Esteemed Contributor

Re: Waited 2 hours in store and left with nothing.

Yes I understand that but I would have thought Optus could have verified the number to the store as they would know what it is even if its not on the original contract. So where has that left you and what did they say you need to do?

0 Kudos
Reply
Moderator GuyCS
Moderator

Re: Waited 2 hours in store and left with nothing.

Hey @markbraithwaite - sorry for the runaround you've had trying to trade up in-store. We should have a record of your IMEI number on your account. Can you please send me a private message with the following info so that we can check it out:

 

Are you the primary account holder: Y/N
Full name: 
Date of birth: 
Account number:

 

It'll also be helpful if you can send through the IMEI you can see on your end just to be safe. 


__________________________________________________________________________
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
0 Kudos
Reply
Top Contributors