topic Re: Help with options on a phone fault in Pay Monthly

Help with options on a phone fault

LsaP — Tue, 21 Nov 2023 05:16:59 GMT

Hello,

I'm at a loss as to what to do next. My phone dud a software update 3 weeks ago, which crashed the device.

The phone was sent from o2 store to repair centre. And now according to customer services, the shop didn't do the repair correctly and although the repair shop "may have" the device, they can't do anything as the repair ticket isn't right so the repair can't be tracked.

Customer service can't give me a resolution, they aren't really understanding what they can do. I asked if they can't issue a new phone, or even a refurbished phone out to replace, or just write off my device plan so I can just buy a new phone, but neither of those are options. Meanwhile, I have no phone, and no way of knowing what to do.

Is there a UK based number for complaints? Can the shop do anything? If I'd broken my phone I'd be kess frustrated, but it went into a constant bootloop straight after a failed software update!

Re: Help with options on a phone fault

MI5 — Tue, 21 Nov 2023 07:58:33 GMT

@LsaP

It's O2's responsibility to sort this out one way or another.

We’re just customers like you but it sounds like you’ll need someone to access your account which can’t be done from here. If you message O2 on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , they should be able to help you with this
Thanks

Re: Help with options on a phone fault

Enlli — Tue, 21 Nov 2023 07:58:33 GMT

All that we have on O2 complaints procedure

https://www.o2.co.uk/how-to-complain

Regretfully, as customers there is little else we can do

Re: Help with options on a phone fault

LsaP — Wed, 22 Nov 2023 10:24:40 GMT

Thank you both for your replies. It's very frustrating isn't it. I've never had a problem with o2 in all the years I've been with them, but this has certainly made me think for the future. Still no resolution yet, but I have made a complaint now through the details above so I shall see what happens

Re: Help with options on a phone fault

jonsie — Wed, 22 Nov 2023 12:10:51 GMT

You want a replacement phone and compensation

Nothing more, nothing lesss

Re: Help with options on a phone fault

Oxonian — Wed, 22 Nov 2023 20:14:22 GMT

@LsaP

This is a complete mess, but when you say "...this has certainly made me think for the future", I would urge caution. The customer service of all of the UK networks leaves a lot to be desired, and you can read horror stories like yours on the customer forums of the other networks too.

If you decide to leave O2, it could be a case of "out of the frying pan and into the fire".

Re: Help with options on a phone fault

LsaP — Thu, 23 Nov 2023 05:46:51 GMT

Agree. I think its more about the type of contract and device I'll get in future, as opposed to provider. I certainly won't pay high amounts for devices anymore.

Re: Help with options on a phone fault

LsaP — Thu, 23 Nov 2023 05:47:40 GMT

You would have thought someone could have a simple conversation with me about that, but seemingly not!

Re: Help with options on a phone fault

Oxonian — Thu, 23 Nov 2023 19:20:46 GMT

@LsaP

I pay reasonable sums for handsets but I always buy them in one-off transactions from the manufacturer. Fortunately, I haven't had a problem yet and have experienced excellent Customer Service from Samsung.

Re: Help with options on a phone fault

jonsie — Thu, 23 Nov 2023 21:14:55 GMT

My choice too

Alas I can only afford mid range phones

Re: Help with options on a phone fault

Oxonian — Fri, 24 Nov 2023 16:40:23 GMT

In truth @jonsie there is very little difference between say a Samsung Galaxy A54 5G and a top of the range 'phone costing twice as much. The only omission on the A54 that inconveniences me is the lack of wireless charging - but I won't pay an extra several hundred quid for that !

When I referred to paying "...reasonable sums...", It was mid-range that I was referring to.