pixel 6 pre-order cancelled without consent

Hello,

So I have pre-ordered a pixel 6 on contract for my girlfriend. And the delivery was shows as November 15th and we were unsure of where we would be so we gave cousin's address and now that he won't be at home next week, I called customer service to ask if it was possible to change the delivery address as we shifted to new house near by cousin's past week. For which he answered okay and started working on it and then he was mentioning I'll re-order and then I said no no don't re-order as it is pre-order we have an offer on it and we don't want to loose it and mentioned that it was the reason why we ordered the phone and then he realized his mistake and he asked me to wait a minute and re-routed call to another person who cut the call as soon as I was mentioning it. And then when I checked the status of order it is mentioned as canceled. And it was without my consent and I called them later and asked and they said they'll ask the logistics to deliver the phone with the same order number at the same address and was asked to wait for 24 hours. But now I am afraid as I still see the order as canceled and although it is until tomorrow that it'll be 24 hours, but is there any legal way or any way to make sure they undo their mistake and we get the phone and the pre-order offer. As we know that pre-order offer is worth around 350 + € or even 420 € as people are saying that google will now give qc45 and voucher. Which is alot to be honest. Need suggestions.

Edit o2_Larissa: moved to English o2 Community: Mobile

Also ich habe ein Pixel 6 auf Vertrag für meine Freundin vorbestellt. Und die Lieferung war als 15. November zeigt und wir waren unsicher, wo wir sein würde, so gaben wir Cousin Adresse und jetzt, dass er nicht zu Hause nächste Woche sein, rief ich Kundenservice zu fragen, ob es möglich war, die Lieferadresse zu ändern, wie wir in ein neues Haus in der Nähe von Cousin der vergangenen Woche verschoben. Er antwortete, dass es möglich sei, die Lieferadresse zu ändern, da wir letzte Woche in ein neues Haus in der Nähe unseres Cousins umgezogen seien. Er antwortete mit "Ja" und begann mit der Arbeit, dann sagte er, dass ich das Telefon neu bestellen würde, und ich sagte: "Nein, nicht neu bestellen, da es sich um eine Vorbestellung handelt, für die wir ein Angebot haben, das wir nicht verlieren wollen. Und als ich dann den Status der Bestellung überprüfte, wurde sie als storniert angezeigt. Ich rief sie später an und fragte nach, und sie sagten, sie würden die Logistik bitten, das Telefon mit derselben Bestellnummer an dieselbe Adresse zu liefern, und man bat mich, 24 Stunden zu warten. Aber jetzt, als ich anrief, sagten sie, dass nichts getan werden kann, und als ich dann den Wert oder das Angebot erklärte, sagten sie, dass sie einen Antrag stellen und mich innerhalb von 48 Stunden informieren werden. Aber gibt es irgendeinen rechtlichen Weg oder eine Möglichkeit, um sicherzustellen, dass sie ihren Fehler rückgängig machen und wir das Telefon und das Vorbestellungsangebot erhalten. Wie wir wissen, ist das Vorbestellungsangebot rund 350+€ oder sogar 420€ wert, da die Leute sagen, dass Google jetzt qc45 und einen Gutschein geben wird. Das ist eine Menge, um ehrlich zu sein. Brauche Vorschläge.

Hi @Mr. K, 

nice to meet you here in our English Community. 

First of all, I like to address you concerning the many threads that you opened for the same topic. We do not forget you. But of course, here in our Community, it can take 1-2 days until you get a response. 

As I assume that German is not your favourite language, we continue here in our English Community. 

I tregret that there was a misunderstanding concerning your order. 

I will write a private message to you via @o2_Support as I need the exact order-number of your device together with some more details. Please reply there to my request. 

I hope that we still can do something for you. 

Loving greetings,

Tobias

Hi @o2_Tobias 

Thank you for the reply, I have reply to the message you have sent. Will be looking forward for a reply from you.

Regards,

Mr.K

Hello @o2_Tobias ,

I am waiting for your reply. 

Hello @o2_Tobias ,

Can we finalize everything tomorrow please. Kindly let me know. Ill be waiting for your reply.

Hi @Mr. K, 

I have just sent you a message under @o2_Support. Just have a look there. 

Loving greetings,

Tobias

Hello @o2_Tobias ,

The pricing you sent me is the original pricing without any consideration of discount which I was supposed to receive. So I would request you to consider the amount of offer and provide an alternative pricing with deductions accordingly or provide an offer worth similar value. Looking forward to hearing from you.

Hello @o2_Tobias 

Yeah I didn't like the pricing so I didn't accept it as well. But as we have discussed I was bound to get approx 400 euros worth of offer from pixel for my pre-order which was cancelled by a customer care person without my consent. So I just hoped either you would resume order back with same order Id and date or at least provide the similar offer from O2 side. So I request you to think about the value of the offer and come up with a solution which will be not much loss for me because of a mistake from customer service end. So I am hoping you would come with a better solution soon.

@o2_Tobias , If you are providing further reduction with O2 sim than it is being offered for others which will at least cover the 50-75% of the value of the offer I was supposed to get then I am okay with getting the O2 sim. I just hope you would provide "me" with some offer with value which I mentioned above but not the same offer which is available for everyone, which will not be fair to me from my point of view.

Hi @Mr. K, 

sorry, I have no other possibilities to offer you. 

Loving greetings,

Tobias