topic Re: Switch Up - Returned Phone Damaged in Transit in Pay Monthly

Switch Up - Returned Phone Damaged in Transit

Dave36 — Tue, 24 Sep 2024 11:00:22 GMT

I recently used the O2 switch up service for the first time.

A week after receiving my new phone, O2's prepaid postal package arrived for me to return my old device. The packaging seemed insufficient for sending a device apparently still worth over £500 - little more than a cardboard sleeve. Despite the packaging feeling flimsy, I concluded that O2 have posted more handsets in their time than me so I put my fully working, undamaged device in, left the case I had used with the phone on for an extra layer of protection and sent the phone back in the envelope provided.

2 weeks later, I receive an email to say my phone has been rejected for switchup as it has a cracked screen.

After calling O2, I'm told I need to speak to their recycling team which turns out to be a third party company called Ingram micro. After speaking to them, they forward me a photo of what is apparently my returned handset, with a massive crack on the screen which has caused the screen to appear a discoloured pink when switched on. Ingram micro concede that the packaging sent for returning phones is "flimsy" but state that they cannot take any responsibility for phones damaged in transit and advise I need to speak to O2.

Over the next 2-3 weeks, I have phoned O2 no less than 8 times.

I put forward my case that I will not take responsibility for the damaged phone. The phone has been returned in unsuitable packaging supplied by them, using postage paid for by them. I advise them that if I were responsible for arranging postage of the device, it would have been sent back in its original box (their cardboard sleeve is not big enough to do this) and with additional protection such as bubble wrap, with the item being insured during postage. O2 have yet to confirm whether the postage they provided included any insurance.

Each time I speak to O2 I am told something different.

They are constantly trying to refer me back to Ingram micro, even though they are a third party and can't make an decisions or changes on my O2 account. I've had that atleast 4 times. A couple of advisors have simply said its tough and I will have to continue paying for both phones, even though the postage and packaging was provided by o2. Another couple of advisors have sympathised, promised to investigate and call me back by different deadlines. Both times I've heard nothing back and when I've phoned again, there is no record of the investigation and I'm usually told to go and speak to Ingram micro again!

I am now at a complete loss at what to do. I am getting no assistance from O2, they don't follow up when they promise to and depending on who I speak to, I get conflicting advice. Most calls to O2 now involve a lengthy hold period before being passed round departments for an hour or so without any progress.

I am still paying for 2 phones, which I can't afford to do.

Has anyone experienced anything similar?

Re: Switch Up - Returned Phone Damaged in Transit

MI5 — Tue, 24 Sep 2024 11:09:23 GMT

@Dave36

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

https://www.o2.co.uk/documents/456036/4246828/Customer+Complaints+code+250523.pdf

Up to an 8 week response time though, after which, you can escalate to the Ombudsman.

In future, take photos or a video of your undamaged phone going in to the packaging so you have some evidence.

Re: Switch Up - Returned Phone Damaged in Transit

Benlfc — Tue, 24 Sep 2024 11:31:14 GMT

@Dave36 I have recently sent 2 phones off for switch up, I didn’t bother waiting for their packaging and used my own which the email actually states you can do, I also used the original box as well and wrapped both in bubble wrap. I took photos and videos of the devices as well as how they were package. Why didn’t you use your own packaging? As O2 Recycle are actually classed as the sender as its a pre-paid label it’s only them that can claim through Royal Mail so if they try to claim they aren’t responsible they are but your issue will be proving it unfortunately especially without any photos/videos of the devices before you’ve sent it off

Re: Switch Up - Returned Phone Damaged in Transit

Benlfc — Fri, 27 Sep 2024 20:34:26 GMT

@Dave36 had emails today for both phones, all good and all sorted

Re: Switch Up - Returned Phone Damaged in Transit

Oxonian — Sun, 29 Sep 2024 16:15:46 GMT

Excellent news @Benlfc ! 👍

Re: Switch Up - Returned Phone Damaged in Transit

Dave36 — Wed, 09 Oct 2024 08:49:58 GMT

Thanks for your help. I emailed a formal complaint at your suggestion and was promised a response in 7 days but over 2 weeks later I have still not heard anything.

I have phoned 202 over 10 times. Sometimes they promise to investigate and call back, sometimes they try to send me back to Ingram Micro even though I tell them that is a separate company and cannot do anything to my O2 account.

I have spoken to live chat who have promised a call back but it never happens. Then when I go back to live chat I am guide back to (guess where) Ingram Micro and informed that they are unable to arrange call backs.

I cannot remember getting such bad customer service from any company ever.

I now beleive my only option is to cancel my direct debit and port my number to a new network.

Re: Switch Up - Returned Phone Damaged in Transit

MI5 — Wed, 09 Oct 2024 09:54:45 GMT

It is only O2 that can resolve this @Dave36

They should be making a claim for damage from Royal Mail and your account should be cleared accordingly.

Response time for complaints is 8 weeks, as mentioned above, so hang on in there and keep fingers crossed.

Re: Switch Up - Returned Phone Damaged in Transit

Dave36 — Wed, 09 Oct 2024 10:08:56 GMT

No that is not correct. The response time as advised by O2 is 7 working days and it has been double that.

I have followed up and been promised calls within 48 hours but received nothing.

It really is quite astonishingly poor service from a company I have spent thousands of pounds with over the last 15 years or so.

Re: Switch Up - Returned Phone Damaged in Transit

MI5 — Wed, 09 Oct 2024 11:01:49 GMT

@Dave36

I'm fully aware of what O2 state but I'm also fully aware of the reality.

Re: Switch Up - Returned Phone Damaged in Transit

Dave36 — Wed, 09 Oct 2024 11:23:50 GMT

Why would a company promise to be in touch within 7 days if they know it's going to take 8 weeks?

That's surely one way of making an already upset customer irate.

Is O2 really that bad now that they are getting so many complaints that it takes 8 weeks to respond?

It's a shame, O2 has always been a good network previously so it's dissapointing to see how much their service and level of customer care has deteriorated.

Re: Switch Up - Returned Phone Damaged in Transit

MI5 — Wed, 09 Oct 2024 11:58:49 GMT

@Dave36 wrote:

Is O2 really that bad now that they are getting so many complaints that it takes 8 weeks to respond?

Yes, exactly that.

Re: Switch Up - Returned Phone Damaged in Transit

Dave36 — Wed, 09 Oct 2024 13:29:13 GMT

What a shame. Oh well, I think I will just port my number to another network and go through the ombudsman.

Re: Switch Up - Returned Phone Damaged in Transit

Oxonian — Sat, 12 Oct 2024 12:29:58 GMT

@Dave36 wrote:

I now beleive my only option is to cancel my direct debit and port my number to a new network.

I would be quite careful @Dave36 if you decide to cancel you direct debit. O2 can be quite ruthless if they perceive that you owe them money. They will sell the "debt" to a Debt Collection Agency and will destroy your credit score in the process, even if just a small sum is involved. 👍

Re: Switch Up - Returned Phone Damaged in Transit

DaveInTheUK — Fri, 31 Jan 2025 08:12:04 GMT

Hi Dave, I have exactly the same issue with them although I did take photos. A perfect condition Pixel 9 ends up with a broken display by the time it got to Ingrams. I did use their packaging but also put inside the original manufacturers box. Fortunately I was a day inside my cooling off period so my new switch up phone has gone back, packaged like a Michelin man and by special delivery not the pre paid service they provide. As I start my battle, can I ask how yours ended up?

Re: Switch Up - Returned Phone Damaged in Transit

Oxonian — Fri, 31 Jan 2025 20:08:03 GMT

@DaveInTheUK

If that question is aimed at @Dave36, you need to tag him thus.