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Text from O2

B

Badgerguy

macrumors member
Original poster
Jun 30, 2008
75
0
I just got a text from O2 apologising for the trouble on Monday, and directing me to their latest information.

Given that I didn't make it in time for the Monday rush, and that I'm not currently on O2, I can only assume that they just sent out 200,000 text messages to everyone that registered their interest!

I know there's been some O2 bashing going on, but it seems to me that they /are/ trying their best under unusual circumstances - it's not everyday they do a product launch like this!

--
BG
 
Official Apology!
----


If you are one of those customers who tried to use our Online shop on Monday, you might like to read on.

I am sorry that you had a frustrating experience in trying to order iPhone 3G. This note summarises why it happened and what happens now.

From the start, we felt it was important that people should be able to register that they were interested and be kept up to date with each part of the launch. As well as giving people the information they needed to get a new iPhone, it would give us an idea of how many iPhones we would need from Apple.

An amazing 200,000 people registered on the site. Apple can only supply us with a small proportion of that number to start with, but with weekly deliveries, we're confident that everyone who wants an iPhone will be able to get one by the end of the summer. Until then, we realise that some people will be disappointed.

The people who'd registered on our site had the chance to order an iPhone before anyone else. We let them know that they could do this by going online on 7 July and we made it clear that it would be on a first come, first served basis to keep things fair, as stock was limited.

Naturally, we made sure we looked after people already on O2 as well as new customers. And in fact the orders that we received were split 50-50 between new and existing O2 customers.


What went wrong?

Because we were so open about where and when you could pre-order your iPhone, the online shop was always going to be busy. We tried to prepare for this by increasing the online shop's capacity to 250 times its normal rate and testing it over and over again before the launch.

It wasn't enough. I'm really sorry if you couldn't get your order in. We weren't prepared for the speed and volume of people. I'm not sure any website could have been.


What happens now?

If you ordered online and your order went through, we'll text you by 6pm tonight, just to confirm. You'll get your iPhone 3G delivered on Friday 11 July unless you live in one of these remote postcodes. If you haven't had a text by then, I'm afraid your order wasn't successful. Your options if you still want an iPhone will be to either go into a O2 store tomorrow and I would recommend you read the key points at the top of this page or alternatively, check the website in the future for stock availability.

Once again, I'm sorry if you had problems with the online shop on Monday. We're working very closely with Apple to get as much stock as we can for the UK, as quickly as possible.

Thank you

Cheryl Black
Customer Service Director
O2
 
Badgerguy said:
Given that I didn't make it in time for the Monday rush, and that I'm not currently on O2, I can only assume that they just sent out 200,000 text messages to everyone that registered their interest!
Click to expand...

They've done something to their text message list to filter out those with orders against them since I have an order 'in progress' and didn't get an apology text.
 
I registered interest, haven't got an order in and haven't got a text either, so I don't think there's any filtering going on, just inconsistency. :)
 
Reminds me of a Timberland song. I just got the txt too.

Got mine from Carphone Warehouse - 1 month free insurance, £60 cash-back, online ordering system that actually works.

AppleMatt
 
SMS CONTENTS:

O2: Sorry your experience on Monday wasn't great if you were trying to order iPhone 3g. Go to http://shop.o2.co.uk/info/ to find out the latest details.



i still haven't received the three emails, my order is still 'in progress' and i have been charged £59...don't think im going to get it tomorrow!
 
Just got the same text even though I managed to place an order for a 16GB. Have an order number. Had 3 emails from O2. CC charged on Tuesday for full amount. Order still says "In Progress" :mad:
 
I got a shortened version of the email as an SMS - yet I've got a completed number and DHL tracking ID. So I guess they blatted it out to everyone who registered.
 
Applespider said:
They've done something to their text message list to filter out those with orders against them since I have an order 'in progress' and didn't get an apology text.
Click to expand...

Well so do I and got one....and I never even confirmed my mobile phone number with them.....

So shot that theory down in flames. Nice try.
 
Badgerguy said:
I know there's been some O2 bashing going on, but it seems to me that they /are/ trying their best under unusual circumstances - it's not everyday they do a product launch like this!
Click to expand...

Sorry to be cynical, but I disagree.

The title of the text shows where the true intent of the message lies. It doesn't say 'Sorry about the chaos the other day' or something similar. It says 'Unprecedented demand for the iPhone 3G'.

To me this is a cynical attempt by O2 to boost the hype.

I am thoroughly pissed off at the uncertainty that they are creating, especially after they had led upgraders to believe that they were going to be rewarded for their loyalty with the opportunity to upgrade effortlessly and promptly to the iPhone 3G.

So much so that I am losing interest in the whole thing.
 
Waiting mine. Is nice to see the Customer service is being upfront here and apologising.
 
I got the apology text. It probably comes from the failover form. I'm still hoping to bag one tomorrow morning but I'm not getting too excited. I've heard that O2 will only be getting weekly stock replenishments and the "'you'll all habe one by the end of summer" phrase on the website really freaks me out...
 
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