Upgraded, but...

[JackSalter]

So I managed to finally pre-order my iPhone 6 plus this morning at about 9:15 this morning, received an email saying "Thanks for your order" and I got a text at the same time saying more or less the same thing. The first email has an order number (beginning WEB), but there are a few things that seem a bit troubling:

Firstly, I havn't had a confirmation email since (although I know they can take a few days to filter through). Next, when I log in to my account it still hasn't updated with my new plan and still tells me I can upgrade. And lastly, I just tried inputting my order number into the tracking system to see if there had been any progress but it just comes back with an error, suggesting my order number doesn't exist.

Would anyone be able to help me? 

[rosie111]

I should also have an open query logged on Friday about no order confirmation being received In spite of an upgrade done via 191 early on Friday morning.

I'm still waiting for an appropriate response.

[Retired-Kay]

Hi garethr, 

We have your email reply. One of the team will be in touch as soon as possible. 

rosie111 - As soon as the order is completed, you'll receive confirmation. Please accept our apologies for the delay, however this should come through shortly.

Thanks,

Kay 

[TracyKing]

I upgraded one of the lines on my business account on Friday morning via 191, starting at about 8:10am as I couldn't do the upgrade online due to an incorrect indicator on my account. I have ordered a space grey iPhone 6 with 64Gb and I got a confirmation text at 8:45am saying that my order is confirmed for delivery on Monday 15th. The cs rep said this was a standard message so just took it to mean that my order was placed. I didn't get an email until 8:31am on Saturday and it has no order number and just says that the handset is ordered and that they will try their best to get it to me on launch day but it is not guaranteed. My price plan has changed and I have had the text for 12 months free spotify but not the 6 months free Netflix which I was assured was part of the deal I have signed up for as I specifically asked for it. This I believe is a mistake on the part of the rep I spoke to, but I will look into it once I have the handset lol!

Reading the forum, I am a little concerned that I don't have any order number or anything on my actual account to track the order and surely if I received a confirmation text at 8:45am, I should be confirmed for receipt on launch day this Friday? I guess I will give a call tomorrow and ask, can ask about the Netflix at the same time...

[Retired-Kay]

Hi TraceyKing, 

As your plan has changed the order has definitely gone through. You'll receive email notifications about the delivery shortly. 

garethr - If you reply to the email you received on 15 September, we can help further. 

Thanks, 

Kay

[garethr]

---

@kay wrote:

Hi garethr, 

We have your email reply. One of the team will be in touch as soon as possible. 

rosie111 - As soon as the order is completed, you'll receive confirmation. Please accept our apologies for the delay, however this should come through shortly.

Thanks,

Kay 

---

Hi Kay,

Just a gentle nudge that I'm still awaiting a reply from one of the team. I appreciate you guys are busy, but a response would be most welcome.

[SkylineLvr]

It will depend on where your second order places you in the order of preorders. Hopefully they've ordered enough iPhones (more specifically the iPhone 6 Plus 128GB Space Grey 😁) so that everyone who preordered yesterday will receive it on the 19th. My confirmation email states estimated delivery will be the 19th but subject to confirmation.

[garethr]

Hi Kay,

I did on Monday. That is what I'm awaiting a response on. Thanks.

[davidspalton]

Ive been emailing since friday now...

so far only one thing replied, which Incidentally i sent proff of on Saturday. So clearly they dont check replies or just disregard it all.

TBH it really is not very good level of service at all and im very frustrated.

Have asked to put it to a manger as the store havent replied within 7 days period at all so i want it escalated higher so someone can kick the store hard

[Ben_H]

Hi folks,

@garethr - The last email under reference [#7938435] was the one we sent on 15 September. If you don't have a different reference or didn't use another email address, please resend your reply.

@davidspalton - You can find further details on our escalation process here.

Thanks,

Ben

[garethr]

@Ben_H - I actually received a vague reply with the subject line Re: WRT165 [#7938435] from Joseph (surname removed), Customer Service Agent (eForum) on 17 September 2014 15:27. Didn't answer my query at all and just avoided the actual question in hand, so fairly useless.

The email you'd send on the 15th from Sudeep (surname removed) which was asking for my sort code of the account where my DD comes out was replied to on 15 September 2014 12:12 to which I received the automated "we've received your email" response.

So I'd either suggest you're losing emails or they're not getting to the right people.

I'd be happy for forward you the full thread if you're interested...