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Changing ordered phone

TwiggyHaz
2: Seeker
2: Seeker

‎21-04-2015 02:20 PM

Hi,

 

Had a bit of a nightmare in attempting to change the colour of the phone I have ordered, with contrasting information having been provided in-store, on the phone to customer services and now having read topics on it on here. To be honest as a new customer i now hold very little confidence in the Customer Service abilities of your staff, and if it weren't for the fact I am going to be receiving a discount through a family member I would have gone elsewhere already.

 

But enough of my rant to get to the point, I want to essentially change my order from the 128gb White Edge to the 128gb Gold Edge and ideally I want to know what is going forward going to be the most hassle free way of approaching it.

 

Do I either cancel the order now as it has not yet been dispatched and reorder what I now wish to have, or should I just hold off until the order is delivered, take it into the store and make them aware i am not happy with the order within the 14 days of receiving it and have it changed then.

 

Please bear in mind I have already spent hours trying to resolve to what in my opinion is a very trivial request and want this resolved as stress free as possible.

 

Regards,

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3 REPLIES 3

electrawz
13: Advanced Member

‎21-04-2015 02:39 PM

Await the delivery of the phone and when you have received it, organise an exchange through the customer care team. The store will not be able to help you as the order originated from the telesales or Web teams and these are entirely separate channels.

TwiggyHaz
2: Seeker
2: Seeker
In response to electrawz

‎21-04-2015 02:50 PM

Thank you for the reply, so even though I ordered the phone in store I would have to deal with the Customer Services team on the phone to amend the order?

 

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electrawz
13: Advanced Member

‎21-04-2015 03:17 PM

I'm making this suggestion based on the premise that the warehouse will get stock before the store so doing this should expedite your exchange. I also didn't think you could order a phone from the store if they didn't have stock there and then, so maybe it's worth asking the store before you receive delivery of the wrong coloured handset whether they hold stock of the colour you'd prefer.
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