topic Re: O2 RECYCLING COMPLETE BREACH OF CUSTOMER TRUST - DO NOT USE!!! in Discussions & Feedback

O2 RECYCLING COMPLETE BREACH OF CUSTOMER TRUST - DO NOT USE!!!

TIMMORRIS — Fri, 01 Nov 2019 13:48:02 GMT

To Whom It May Concern,

At 14.53 today, I had a phone call with ‘Liam’ (he refused to provide a surname) who was dealing with my case. I am very upset with the way my phone recycling has been handled by O2.

When I sent the phone to 02 for recycling, I was quoted for the price of £410. I made absolutely sure there where no issues with the phone and ensured it was fully charged and in perfectly working order. Please also note that I was using this phone for the last year and half with out any issues, the day I stopped using it was the day that it was posted to O2.

I am extremely angry to have been re-quoted a new price of £78 for my phone, allegedly due to ‘hardware faults.’ I do not accept that there was a software/hardware fault or that it does not connect to the computer as I did this successfully the day I package the phone to be sent to O2.

I have been a O2 Platinum customer for over 10 years with multiple personal devices and two business accounts all with 02. I also spend up to £100 per month on my personal phone which is changed every year and half for the best available phone all with O2.

As you can see I am an extremely loyal and valuable customer of 02 and I have had a very good experience up to this point. I am extremely upset that I am being denied the remaining £332 of my recycling quote, and because of this I will be moving all devices/contracts personal and business over to another provider. Any also new devices/contracts will also go to another provider (which on my business account is growing by around 2 new devices/contracts every 6 months).

I do not accept that 48 hours is an acceptable time frame to give busy customers like myself to accept or reject the offer put forward. I also do not accept that it should be automatically assumed that I accept your ridiculous offer, based on factually incorrect information, because I did not respond to the email. By law, I should give you written permission that I accept your offer and whether I would like to go ahead with it or not.

I would also like photo and video evidence that the fault existed. I was told by Liam that the detailed report was on the email on the 15th October 11:25 which consisted of one bullet point of 11 words which did not include any evidence.

I either want the phone sent back to me or the original £410 as originally agreed when I upgraded my phone to the iPhone 11 Max as this was the main reason for changing it due to the money off setting against the new one.

Please confirm receipt of this email ASAP as I will be pursuing a positive outcome even if it costs me more than £410 out of principle.

Regards,

Tim

Re: O2 RECYCLING COMPLETE BREACH OF CUSTOMER TRUST - DO NOT USE!!!

MI5 — Fri, 01 Nov 2019 14:09:38 GMT

@TIMMORRIS

This is not customer service, sorry.

Re: O2 RECYCLING COMPLETE BREACH OF CUSTOMER TRUST - DO NOT USE!!!

liggerz87 — Fri, 01 Nov 2019 17:06:56 GMT

@EmilieT @Martin-O2 @Marjo hopefully they can help you and I'm not even sure you will get your phone back now either if they give you 2 days to accept the only thing I could think of is small claims maybe

Re: O2 RECYCLING COMPLETE BREACH OF CUSTOMER TRUST - DO NOT USE!!!

Bambino — Fri, 01 Nov 2019 17:31:35 GMT

@TIMMORRIS Unfortunately, this isn't the first time the customer community here has heard a story like this. If you search the community you will see that O2 Recycle is notorious for precisely what has happened to you. You can lodge a formal complaint using this link: https://www.o2.co.uk/how-to-complain

The Resolver link within the link I have provided has, so we've been told, helped many people sort their problems out. Best of luck. Hope you get this sorted.

Re: O2 RECYCLING COMPLETE BREACH OF CUSTOMER TRUST - DO NOT USE!!!

TallTrees — Fri, 01 Nov 2019 19:13:10 GMT

Hi @TIMMORRIS
Terribly sorry to hear your awful story regarding o2 recycle. As you have been informed we are all customers and this is an o2 community forum where we all share info and help other o2 customers as much as we can. Sadly this is not an isolated incident and the advice to go to Resolver
will probably be the best option. Best of luck TallTrees

Re: O2 RECYCLING COMPLETE BREACH OF CUSTOMER TRUST - DO NOT USE!!!

EmilieT — Tue, 05 Nov 2019 08:07:23 GMT

Good morning @TIMMORRIS, and sorry to hear you weren't happy with your recent experience with O2 recycle.

I've just sent you a Private Message to get a few more details, in case you'd like us to see what we can do on our end!

Thanks for the mention @liggerz87

Re: O2 RECYCLING COMPLETE BREACH OF CUSTOMER TRUST - DO NOT USE!!!

liggerz87 — Tue, 05 Nov 2019 15:46:30 GMT

No worries even tho I tag wrong most the time haha