It's Business. o2 are a commercial enterprise whose customer care only extends as far as it affects the bottom line.
Statistically, it is proven that the vast majority of existing Customers will put up with a delay than new customers who will be far more likely to cancel and go elsewhere if they have found stock with a rival.
I too have been with o2 for many years and placed my upgrade order by 8:30am on the 9th. I also got that dreaded text last night after 9pm...
I expected this after the person on Chat earlier in the day informed me that they couldn't promise my phone would be delivered today.
Will I leave? Well, no. The Tariff Contract suits me and I like the upgrade to come next year since I'm on the 20GB plan. So o2's strategy proves correct in my specific case too - I am not happy about the delay, I would have liked to think existing customers are as important if not more so but sadly, in the World of Business this is not always true and their bean counters know this.
