Thursday, September 25, 2014


I, like many others,  pre ordered my iPhone 6 from optus within minutes of the online store opening, I ordered myself a 64GB space grey iPhone 6, the system said I would get it the following Friday, the day of release!! Yea I thought!  On the the Thursday before delivery,  Optus rang me and said there was a mix up in the order, and that a "16GB iPhone had been dispatched to me instead, so don't accept the order , we will send out the correct phone on Monday". Sigh, I thought, but no big deal, Friday come, the order was delivered and refused, then come Monday.   Monday I get my iPhone , its an iPhone 5S !!! I rang them (after spending hours on hold), and explained that they had sent the wrong phone again !!! THEY ASSURED me the correct one would be dispatched and that I would finally get the correct phone later in the week.

So Yesterday afternoon, I get a message,  I have a delivery waiting for me at the post office, so thinking its finally my new iPhone 6, I take off from work early, go to collect it, and find out, ITS THE WRONG PHONE AGAIN... another 16GB IPHONE 6!! After spending hours on hold again, trying to sort out oputs's mess, I cancel everything, I don't want them to try and deliver me any more phones, as clearly their logistics system is broken, and they are unable to deliver a correct device, further more I am going back on my old sim only plan, and sticking with my iPhone 5, Until I can  walk into a store and walk out with a new iPhone 6,  I am not interested.

I am waiting for optus to pick up the two incorrect iPhones I have.

The problem with this,  it shows that Optus, is completely incapable of handling the massive demand of the iPhone , from massive long on hold times on the phone, their social media staff no longer respond to problems on twitter, and the online chat people just get you to call a phone number and waste your time on hold to fix their mistakes. This leaves the customer with a very poor customer experience.  I have been a customer of Optus for over 15 years, and never had much of a problem, billing issues would be a problem now and again, but they were always quick to fix, but this is a whole new level of incompetence and mishandling of the situation.

As it is I will be looking at alternative sim only plans from other vendors to get a better value for money and a better customer experience.

If anyone from Optus would like to call me and actually explain why this experience went so bad, Id love to hear from you. 

an update at 1.30pm

OPTUS delivers a NEW Iphone 64GB 6 !! 

4th time lucky ?