My order hasnt arrived

Hi @jakey,

welcome to our English community as a new customer. Nice that you found the way to our community.

I regret that you did not yet receive the sim-card.

Did you check if the delivery address of the sim-card is correct?

Is your name written on your letter-box?

Did you already receive a confirmation by e-mail about your order?

If you do not find any fault, just come back here in our English community. I will then send you another exchange sim-card.

I look forward to your response.

Loving greetings,

Tobias

Thanks for your reply. I have checked the details and they are all fine. Additionally, my name is visible in the letter box, though perhaps you could add the apartment number to make it easier?

Hi @jakey,

thanks for your reply.

I have just sent a private message to you via @o2_Support. Please reply there to my request.

Thanks a lot.

Loving greetings,

Tobias

Hi @jakey,

thanks for your details under @o2_Support.

I have just sent the exchange SIM-card to your contact-address. A letter should arrive within 5 days.

I hope that this time your sim-card reaches your home.

Please contact us again if the sim-card has not arrived within the next 5 working days.

To activate your sim-card, please use this link: http://g.o2.de/sim-aktivieren

Loving greetings,

Tobias

Dear Tobias,

Thanks for your response. I can confirm the SIM card has arrived, however, after speaking to a representative of O2 on the phone she said that the SIM was accidentally deactivated by O2. As reparations for this, they offered me 30 euros in order to go and get a SIM card at a physical store. I tried this today and went to the 02 store at P6 1, 68161 Mannheim. Unfortunately the staff there told me they couldn’t do this and would not listen to my explanation. Please do consider this a formal complaint by me to that particular store. 

Would you kindly be able to send me another SIM card by post? I dont think I will get anywhere with the physical stores. 

Regards,

Jake

Hi @jakey,

I regret that the shop could not help you.

According to your wish, I have just ordered the delivery of the exchange SIM-card for you.

The SIM-card will arrive within the next 5 days.

After receipt, just use the following link to activate your sim-card: http://g.o2.de/sim-aktivieren

Loving greetings,

Tobias

Hi there again, unfortunately no SIM card has arrived this time again :(. I confirm the address is correct given the second sim card arrived with no problems (which was unfortunately deactivated).

Hi @jakey, 

thanks for your reply and your patience. 

Your address seems to be difficult for any delivery. 

I have just started a new delivery of the sim-card to your address. I hope that it will arrive this time. 

Loving greetings,

Tobias

Hi @jakey, 

I just wanted to ask again if everything is clarified now with the delivery of your exchange sim-card? 

I hope everything worked out well. 

If you have any further questions, just feel free to contact our English community. 

Loving greetings,

Tobias