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?
So if you provided the number they still wouldn't do anything?
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.
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?
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
Date of birth:
It'll also be helpful if you can send through the IMEI you can see on your end just to be safe.