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Hi,

I ordered a contract on the telephone with customer services who managed to give me a deal after I had cancelled and reactivate my contract.

I specifically told them to deliver to my business address and to put it on my delivery note. 

O2 have my full name and company name on the delivery and order details, but the details they gave to DHL does not have the Company Name on the details. So they tried to deliver yesterday but not seeing my name on the door (obviously it is a business and so a company name will be on the door), they stated they couldn’t deliver.

I spoke to O2 and they said they cannot change the address - O2 can do this directly bu contacting DHL. I spoke to O2 via phone and online chat and they said they can’t do anything. O2 suggested I cancel the contract and try again. This means another delay. It has already been delayed for more than a week!! 

What do I do? Why can’t O2 give the correct details to DHL using the shipment/tracking number?

https://twitter.com/o2de/status/1186383110570741760

SHK_HD_DE

Hi @SHK_HD_DE 

thanks for contacting us here, welcome in the o2 Community 🙂. 

 

I understand you are looking forward to receiving your new phone and would really like to be able to help out here, but unfortunately I cannot. 

It actually is not possible to change the address on a DHL delivery after it has been picked up by DHL. After the phone is returned to our logistics center the contract will be cancelled automatically within one week both for your and our protection.

 

I’m very sorry that this delay has occurred due to the incorrect address, I can fully appreciate how unnerving and frustrating this situation is, but unfortunately a new order will be necessary in this case. 

 

Regards, @o2_Nicolas 

Nicolas, That is not what DHL told me on the phone. They clearly said to me that if you (O2) contact them they will be able to change the address. 

But what none of you or your colleagues are understanding is this: My O2 Delivery details have my Company Name on the delivery note. You did not communicate this to DHL. This is where the fault and liability is. With the bad communication from O2 to DHL.

AND: If you wanted to really resolve this, you could, by sending a new phone out to me, and dealing with the return in your time, not in my time, seeing as the mistake was on your side.

This means a total delay of around one month and I cannot afford such a delay and don’t trust you will get it right next time - nothing I have heard from O2 gives me any confidence. This is appalling service.

Please can you tell me how I can cancel my entire contract? I would rather just go and pick up one in-store with another Organisation.

 

SHK_HD_DE

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