New monthly contract with an Oppo Find X9 ultra - Terrible Customer Service

Beat-for-beat the same experience as me, but I also chose to trade in my phone in the process.

Got an e-mail yesterday saying my package was on its way from Dixons Carphone. Let myself get excited. Turned out it was just the packaging to send off my current phone. Not sure how they expect me to send off my existing phone when I haven’t received its replacement.

I can live with the delay, because they can’t help the shortage issue, but the lack of clear communication makes me want to cancel the order and get it imported.

Hi ​@Amz12 and ​@DanielJewitt,

Thanks for getting in touch, and I’m really sorry for the frustration and confusion caused here. I completely understand how disappointing this is, especially when the device was ordered with the expectation of next day delivery.

At the moment, the Oppo X9 Ultra is experiencing very high demand and limited stock availability. As shown on the website, the current estimated incoming stock date is 17/05/2026. However, devices are allocated on a first come, first served basis, meaning customers who placed their orders earlier will receive stock from the next incoming shipment first.

Once a batch of stock has been specifically allocated to your order, you’ll then receive an updated delivery ETA via email/text confirmation.

I also appreciate the confusion regarding the trade-in packaging. The trade-in pack can sometimes be dispatched separately before the new device arrives, however you should not send your existing handset until you have received and successfully set up your replacement device.

As this is a public platform, I’m unable to assist with account-specific queries here for security reasons. However, if you would like this looked into our team will be more than happy to help you via live chat. Please use the following link to get in touch: https://www.idmobile.co.uk/live-chat. 

Once connected, simply explain your request and an advisor will assist you further.

Regards,

Gemma M

The iD Mobile Social Media Team

Hi ​@Gemma M ,

Thanks for replying to my comment.

Did you mean 17/05 in the above, or 17/05? The website says the former.

Cheers,

Daniel

Hi ​@DanielJewitt,

The date which I am referring to is the one which is displayed on the website.

I do see that I have made an error with the dates on my end, and can confirm that the website states 17/07/2026. 

If you would like an update on the fulfilment date, it would be recommended to contact our chat team as they would be able to take a more direct look into this for you. 

Regards,

Gemma M

The iD Mobile Social Media Team