Dear, 

I have been trying to understand how you can not correct a mistake done by O2 shop in Köln for nearly 21 days. 

I am just a customer who wanted to sign a contract(with cellphone) with o2 on the 3rd of November. I went to a O2 shop and asked for it and got the contract with 180€ pre-payment. In the beginning of the conversation, i asked the salesman to deliver the phone to the O2 shop because i am working and my house is far away from my office. He confirmed it 3 times because i told him that if you are not able to do it, i am not going to place the order. After 3 times confrmation i signed the contract and started to wait the delivery date. After one week, i have received a notification from DHL which says they are not able to deliver the item because i am not the in the house(What a surprise!). So, all the confirmation from the salesman was wrong. DHL just delivered the phone back to O2 in 17th of November. In that time i have started to deal with Customer Service via hotline. Unfortunately, every single customer service gave me the information which are completely different than each other!

Customer Service 1: We apologise  for the mistake done by shop but first we have to wait for the phone to be delivered back.

Me : Well noted, thanks. I would like to receive this phone to my office address is it possible? 

Customer Service 1: Yes, please call us after we receive the phone than we can start redirecting process accordingly. 

Customer Service 2: We have received the phone and we are creating the ticket for redirection. 

Me: OK, the adress is ……………. . Please let me know how long will it take. 

Customer Service 2: OK, thanks but i am not able to give any timing please ask for  it again in 2-3 days.

Customer Service 3: There is nothing started for the process, it needs to be confirmed. 

Me: Sorry, this is not my mistake and please give a priority to this case because this mistake is done by o2 shop. 

Customer Service 3: Yes, we apologise but we have to wait and i put an urgent sign in the ticket. Do you have your name on the post box at your office.

Me: Yes.

Customer Service 4: (Today) Unfortunately there is no action taken till now. You can send a letter with the case number to the office to make it faster. 

Me: In 2022?, sending a post(letter) to a communication company to make the things faster?

Customer Service 4: Yes, they are working with e-mail. 

Me: This is not acceptable. 

Customer Service 4: Otherwise, it will take a lot of time!

Me: What is the definition of “a lot of time” 

Customer Service 4: No exact timing. 

So as a conclution, i hope you see how catastrophic the situation is. Sorry but this is not MY mistake, it is a mistake done by O2 and you do not even trying to correct it with priority. There is no helpful information or quick action to make the service better. 

This is the worst service i have ever seen till now. 

XXXXX

EDIT: verschoben aus Mobilfunk:Vertrag&Tarife in Englisch Mobile    o2_Maria

Edit o2_Antje: Personal Data deleted / 28.11.2022 / 19:51 Uhr