On Tuesday 16th June I called O2 business customer support with a few questions regarding my existing handsets. Amongst other things, I wanted to transfer my iPhone 3G bundle (data, insurance, etc) from one phone number to another.
As you may have read here, I was offered an upgrade to the 3GS and didn’t hesitate in putting my old iPhone 3G on eBay. It sold in under an hour and with prompt payment from the buyer I had my old phone out the door on the evening of Thursday 18th June – 12 hours before my 3GS was due to arrive.
At 7 a.m on the 19th I decided to call O2 to confirm delivery arrangements. At 10 a.m. someone answered and after taking all of my details put me back on hold, in a queue for the “specialist iPhone team”. I couldn’t help but think things were not looking good.
Shortly before 11 a.m. I spoke to a lady claiming to be an iPhone specialist, who declared I was unable to upgrade for a further 6 months. Rather than waste time I asked to speak to the center manager who was put on the phone without too much hassle.
I explained that I had been offered the 3GS in a previous conversation (Tuesday 16th) and at the time insisted notes were added to the system for future reference. It appears that the O2 assistant was not eligible to do so, hence providing me with a fake name! However, there were notes on the system under a different name at the same day and time, which stated I was advised no upgrade was available until September – nonsense!
Unfortunately Gareth, Gavin or whatever his name actually was, failed to delete the paragraph explaining I would probably call back on Friday 19th June to confirm delivery arrangements. It was therefore clear I had been offered the upgrade and the manager honoured this promise and had a white 32 gig iPhone with me almost immediately. Top marks O2