topic Phone not returned from repairs in Pay Monthly

Phone not returned from repairs

Anonymous — Mon, 15 Jun 2015 01:36:42 GMT

So, I took my Samsung S3 mini in to the O2 store to be repaired. I had taken it in several times and each time it was first suggested that I buy a new phone (phone broken and under warranty? No, I won't buy a new one thanks, you will fix this one) and then discovered that there were no loan phones. So, ultimately I managed to go in at a convenient time when there was a loan available, phone sent off and I have a lovely old school, non smart/non Internet phone. I'm told I should have the phone back in a week and as I leave the store I get the text that my phone is being sent off for repair.

One week later I get a text that the repair shop has received my phone (I was expecting to hopefully get my phone back that day). Later that day I get a text saying the problem with my phone is not covered by the warranty. I call them, they claim "physical damage" and say that there is water damage to the USB port. I have no idea how this has happened. I am annoyed. This is not even the cause of the problem I sent it in to be repaired for. But okay, I got angry, then I calmed down and was like ok, I guess I understand but I'm still pretty frustrated. Having rejected the £85 repair quote (I have since looked and can buy a new phone for less), the guy tells me he'll send it back to the store and I'll have it in a few days. That was 9 days ago.

I went into the O2 store on Friday, they looked it up, told me it had left the repair shop on Tuesday (this is when the repair man said I would get it back). They commented that this is a long time for them not to have it back yet, but they would most likely get it that day and they would call me and I would get a text that it was in. No call/text.

So, I have currently been using a crappy loan phone for over two weeks when I was told it would be a week. My phone has not even been fixed. And my phone seems to be lost in transit.

My question is, how long do I wait before the phone is considered lost and I can start demanding a replacement? Can I demand a replacement? Can I claim back for the data I have been unable to use?

Sorry to rant, I'm so frustrated. Maybe it will appear tomorrow. But in the meanwhile I just want to know where I stand (and to rant).

Thanks for listening (and by listening I mean reading).

Re: Phone not returned from repairs

jonsie — Mon, 15 Jun 2015 03:11:39 GMT

O2's repairers are renowned for claiming repairs aren't covered by warranty, usually quoting water damage. Just one of the reasons we always recommend dealing directly with the manufacturers. I have a feeling they try to claim off both the customer and Samsung so as to double profits.

Nine days is a long time to wait once it has left to be returned to the store and they should be finding out where it is rather than telling you to wait. If the phone doesn't turn up you are well within your rights to demand a replacement. I would be pushing them now to be honest but I. The meantime send off an official complaint.

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

Alternatively you can email them directly at:complaintreviewservice@o2.com

They'll aim to review your complaint within 5 working days.

Re: Phone not returned from repairs

Cleoriff — Mon, 15 Jun 2015 05:48:14 GMT

I would keep pushing O2 to locate this phone for you. As said Anova (O2 Repairers) have a very very poor reputation from what we read on here...

If you get the phone back it may be as well to send it directly to Samsung to see what they have to say

http://www.samsung.com/uk/info/contactus.html

I am not certain what your chances are of getting a new replacement phone for the one O2 lost. According to Anova it was damaged and unusable?

Re: Phone not returned from repairs

MI5 — Mon, 15 Jun 2015 07:39:01 GMT

Go back to the store and demand (politely) that you get given a replacement phone immediately and that you are not leaving until you get one.
It seems obvious that yours is lost so they have no choice.
I would also be send a complaint as er the advice above.

Re: Phone not returned from repairs

viridis — Mon, 15 Jun 2015 09:45:52 GMT

Water damage, who'd have thought it.

Re: Phone not returned from repairs

jonsie — Mon, 15 Jun 2015 09:53:42 GMT

@viridis wrote:
Water damage, who'd have thought it.

100% of the regulars on here.....

Re: Phone not returned from repairs

Anonymous — Mon, 15 Jun 2015 10:07:22 GMT

If you don't get your phone back I would also report it to the police as Stolen.

Re: Phone not returned from repairs

perksie — Mon, 15 Jun 2015 13:28:42 GMT

@Anonymous wrote:
If you don't get your phone back I would also report it to the police as Stolen.

Stolen while at O2 being repaired, I wonder how the police would handle that?

Re: Phone not returned from repairs

jonsie — Mon, 15 Jun 2015 13:45:12 GMT

I doubt they would to be honest but if it has gone astray it would need to get blocked.

As far as I'm concerned o2 owe him a phone.

Re: Phone not returned from repairs

perksie — Mon, 15 Jun 2015 13:37:58 GMT

They will of it doesn't show up that's for sure.

Re: Phone not returned from repairs

gindygoo — Tue, 16 Jun 2015 09:33:19 GMT

Any news on this? Curious to find out how this is resolved!

Re: Phone not returned from repairs

MI5 — Tue, 16 Jun 2015 09:55:24 GMT

If it's been lost, O2 will replace it. It's happened before and that is always the outcome. They have no choice.

Re: Phone not returned from repairs

gindygoo — Tue, 16 Jun 2015 10:14:19 GMT

Ahh ok, thanks @MI5 I was curious as they've said the phone's dead, but, in my mind they'd have to replace no matter what!!

I'm guessing they're longing it out in the hopes it "turns up" the customer shouldn't be put through this though.

Re: Phone not returned from repairs

viridis — Tue, 16 Jun 2015 10:16:19 GMT

The irony is, if they'd fixed it instead of scamming the customer, it probably wouldn't be lost and be the cost of a part vs cost of a full unit.

Re: Phone not returned from repairs

perksie — Tue, 16 Jun 2015 10:28:50 GMT

Maybe @Anonymous will post again and we will know what's happened!

Re: Phone not returned from repairs

jonsie — Tue, 16 Jun 2015 11:40:03 GMT

The last time this happened the customer got a new phone but I remember correctly it was the result of an official complaint and took a couple of weeks.

Re: Phone not returned from repairs

Anonymous — Tue, 16 Jun 2015 15:40:44 GMT

Hey, so I went in yesterday and it is still not found. The guy said he will chase it up and if it is lost I will get a new handset (so I am now actually hoping it is lost). He said he would call me this morning to let me know, but has not called yet and it is 16:40. If I don't hear today I will be going back in.

Thanks for all your responses, it is both validating and angering to learn that the water damage thing is something they do regularly. Will update if anything else happens.

Re: Phone not returned from repairs

Cleoriff — Tue, 16 Jun 2015 15:44:12 GMT

Please update anyway @Anonymous it will be interesting to hear if you get a new phone. best of luck

Re: Phone not returned from repairs

MI5 — Tue, 16 Jun 2015 15:45:04 GMT

Good luck

Re: Phone not returned from repairs

perksie — Tue, 16 Jun 2015 15:55:06 GMT

@Anonymous wrote:
Hey, so I went in yesterday and it is still not found. The guy said he will chase it up and if it is lost I will get a new handset (so I am now actually hoping it is lost).

If it's gone forever they may well offer you a choice if that one is no longer available, so choose carefully.