implementing an alternative solution can be a huge task and would likely take time.
Sure, so in the mean time if the alternative is not in place don't accept new orders unless you've informed the customer and they understand that the delay could potentially mean weeks.
Offer me a local store pick up at least?
There's a very good chance Toll also deliver the handsets to their stores, to.
It definitely does, but at the very least the Optus staff could check store stock (or should have the ability if they don't now) and see if anything is available for pickup there.
There's a very good chance Toll also deliver the handsets to their stores, to. Heck there's probably a good chance that Toll works with Apple, Samsung and other phone manufacturers to deliver to Optus' distribution warehouse.
True, but toll is Optus' main (if not only) distribution warehouse as far as I can tell. Optus should be able to at least organise another courier company to do an x truckload extraction of product that they can then spread out around their stores (that's assuming they don't have a non-toll warehouse available) to alleviate some of the problem. Then local or not-so-local can come into play again.
It would be a super frustrating situation and I couldn't agree more that transparency goes a long wait to help alleviate some of the frustration, just trying to offer some perspective that Optus hasn't really been great at doing in the past
Transparency is critical, but more-so that they don't string their customers along and dodge their legitimate enquiries about their order status.