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Major problems in faulty phone replacement - does Franz Kaffka run O2 ??

Anonymous
Not applicable

Yes, this may seem a bit of a long rant. But it's not without cause - and not without logic  -  enjoy   :))

I learned last Friday that o2's customers MAY experience major issues when it comes to faulty-phone replacement. On 12th September I picked up a Samsung Galaxy Sprite as a contract upgrade to my Ace in Ashford Kent (where I was visiting). I activated the new sim on 14th via 20220, when back home in Shropshire. By the Friday, it had turned itself off about 10 times, and the battery had run to about 3% from >90% overnight more than once, with nothing but wifi running - router about 12 feet away.

I went to o2 Telford store (my nearest home-town). Their instant reaction was to confirm from my description and a quick check of the battery and card installations that it was faulty - but exchange: 'no can do'. They explained that they are a franchise store, as is Ashford, and cannot dispense replacements that come from other stores. I might be in luck if I did a 90 miles round trip to Wolverhampton (a 'true' o2 store) or a 500 mile good-fun jaunt back to Ashford. Nowhere have I been able to find anything written down to indicate that o2 CANNOT or will not meet the replacement needs of people who buy in one town and then find themselves in another. Nothing to say 'you must seek faulty-goods replacement ONLY at this store', in other words.

The helpful store staff suggested I contact 202, which I duly did - instore. I spoke with a helpful Customer Services agent (Angie Bentham), who was able to determine from her supervisor (to her own surprise) that I did NOT have to do any cross-country travelling to replace the o2-supplied, not-fit-for-purpose goods, but that I could be sent a replacement by courier - she said it would be Monday just gone, and she would text me to confirm the likely time slot. All I needed to do was to hand over the phone itself and the battery, and take the new ones, and the courier would go off happy with the same box that had been broght from the back of the van. But, Monday done gone - Tuesday done gone. No courier: no replacement.

 

On the late afternoon of 23rd I spoke again with 202. Poor Angie's record was of no use at all in trying to recapture the history, so we started again. Again, the agent had to refer to her supervisor - and came back with clear advice (reference number 584554083). I was told to take these steps (each of which I double, or even triple checked.
** take it to Telford
** go through a cancel contract process
** they will take the phone back - 'yes, they will' - even without the box if you cannot find it
** I can engage in a new upgrade contract and get a replacement phone - but it will mean a 24 hour wait

Just got back home. "No we cannot. In any case, you have not got the box it came in, so we cannot return it" - what was it that Will wrote, "a cardboard box: a cardboard box! My Kingdom for a cardboard box". Emma got onto Customer Services again and between us we spent about 20 minutes in interaction. They also were adamant that the box was essential. I said that the box MIGHT have been destroyed - and it sounded as though, if it had, I might forever be lumbered with a contract to use a duff phone for the next two years of the contract, until I could extricate myself from o2's clutches and rush across the road to Vodaphone. NOTE - it says nowhere on the box (which I now have found) that it must be retained in case a return is called for. And they said it couldn't be courier replaced.

So what do I do? Do I cancel my standing order and instruct my solicitor to be prepared for a legal battle with o2? Do I go to Vodaphone and try to get my 12 year old o2-dispensed number transferred onto their network? I can hear what o2's needs are both instore and Customer Services, and appreciate that you have processes to adhere to - but I am the paying customer, and the phone supplied is FAULTY - who is ACTIVELY responsive to my needs?

Wonder of wonders: at the end of it all, I was informed that I COULD get a replacement by courier, even if I could not find the box. "But Emma, I was told that last Friday, why should I believe it this time?". Emma assured me that this was the real deal: she has determined with C.S. without any ambiguity that it will happen. I sit in hope.

As a victim of Customer Dis-service, let me summarise for you, dear readers, the o2 inadequacies that have caused me (and others) lost time, lost energy, and stress.
1 - the organisation is NOT a national provider network, but a local franchise structure. So beware, those of you who might do an upgrade in Ashford today, and move house to Sunderland tomorrow, only to find that your Samsung is rubbish!! You may have trouble in store.
2 - Customer Services may give guidance and information that is unreliable, and in direct contradiction to the rules and protocols in place in the stores. The do not always sing from the same hymn sheet.
3 - though THEY do not mention it, tell all your friends and associates that the keeping of the cardboard box is as close as you can get to the keeping of a sliver of St. Paul's molar beneath your pillow - without it, heaven is closed !!

 

Bye now - :)))

Peter

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Anonymous
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Delayed final post until all was well and truly settled. It did arrive in good time, and it has worked perfectly since.

 

So thanks to those at o2 Customer Care and o2's Telford franchise store who helped me on the way. And they did help - no person, as such, was at any time an impediment.

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Anonymous
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Hi and welcome to the forum

What an awful experience!

I'd be making this official here http://www.o2.co.uk/how-to-complain/complain

Why should it matter if it's a franchised outlet or not although we have heard of Poor service coming from those.

I do keep my phone boxes because I sell mine on and they also typically hold the imei number on a sticker just incase I need it.

Stopping a direct debit / not paying can bring its own issues as O2 are aggressive in chasing payment which can lead to a default notice for 6 years on your file or an uphill struggle to get it removed.

Hope all goes ok for you now.
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jonsie
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A sad experience and not the norm thankfully. Fingers crossed all goes well for you with a replacement.

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MI5
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At least you haven't lost your sense of humour slight_smile
Please lodge a formal complaint as above and I do sincerely hope your replacement phone arrives soon, as you are entitled to have......
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
Pixel 7a (O2 & Lyca), One Plus 6 (Sfr), iPhone 12 Pro Max (Vodafone)
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Cleoriff
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@Anonymous  A sad and frustrating tale for you....but thanks for sharing in such an amusing way...:smileywink:

I shall indeed keep any phone box ...it seems that this item is akin to finding (and keeping) the Holy Grail....Smiley Surprised

Veritas Numquam Perit

Girl in a jacket
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Anonymous
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Thanks for the replies - as suggested, have emailed the posting to complaints.

 

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Anonymous
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Let us know how you get on please.
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MI5
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Good luck slight_smile
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
Pixel 7a (O2 & Lyca), One Plus 6 (Sfr), iPhone 12 Pro Max (Vodafone)
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Anonymous
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Hello all.

I have twice been informed by text that the replacement will be delivered today.

 

This event seems to point up a need for either service improvement or (if the service actually is there already to contend with such replacement issues as I experienced) a somewhat better information & guidance structure for stores and Customer Service to access and work with. Unless, that is, o2 prefers to keep it as a last ditch option, to be achieved only by those prepared to apply Grand National levels of energy & stamina .

 

Smiley Very Happy

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Anonymous
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Good to hear your getting somewhere.

Fingers crossed.
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