topic Re: Complaints service shocking in Discussions & Feedback

Complaints service shocking

2jus84 — Sat, 09 Sep 2023 19:16:15 GMT

I have been trying to get a complaint resolved for nearly 1 month now and I am just not being listened to! I was refused switch up in two stores due to 'damage' (three small scratches due to wear and tear) and store staff were awful to me and customer service was non existent. I assert that my phone only has wear and tear that is covered under switch up. They offered me a paltry fee, in compensation but wouldn't actually give me what I want! I also can't upgrade as I am on a switch up plan and they are still saying I would have to pay and my phone isn't recognised on recycle page either! I am stuck and being forced to pay for a service I can't use. This is intolerable! Every time I contact 'Ruth' in the exec team who apparently 'resolved' my complaint (she didnt) I get no response, just dead silence. I have heard from research that some stores have taken phones in worse condition to mine too so I am beyond livid. This coupled with the fact that I had pre-ordered a zflip 5, it was delayed and when I finally got to the store, it was on the counter in front of me, they refused me!

Can someone please help get me me the switch up I deserve?

Re: Complaints service shocking

madasaf1sh — Sat, 09 Sep 2023 20:24:59 GMT

@2jus84

If 2 stores have said it isn't wear and tear, then there is an issue with the phone, and the guidelines are clear, that it is the store staff who make that decision, as per the guidelines.

Where are the scratches as that is the important bit...

Unfortunately no one at o2 can override it as they will want to see the phone, and they wont take your word over the phone, when multiple people have inspected it..

Simple answer is get it repaired by the manufacturer and then trying again..

This is the guide they are working to https://www.o2.co.uk/help/pay-monthly/o2-switch-up-condition-guide

Re: Complaints service shocking

2jus84 — Sat, 09 Sep 2023 20:39:16 GMT

Not good enough I'm afraid, especially as I know other stores have taken phones in worse condition! So o2 uk are afraid or or can't override their own stores??? That is bloody ridiculous! It's simply not good enough! Also there is the fact that o2 recycle doesn't recognise the zflip 4 256gb, so I can't even do that! Even though they suggested it in their complaint response!!! This is intolerable. I won't take this lying down! Will be complaining to the ombudsman. My phone isn't damaged! Also you say get it repaired? I say surely they won't repair cosmetic issues under warranty will they? Any suggestions who would actually do the work? Also that would be at my expense! When this is all o2's fault. The only reason the light marks are there is because of the case, which I put on to protect it so I could switch up!

Re: Complaints service shocking

MI5 — Sat, 09 Sep 2023 20:50:28 GMT

If you know other stores have taken phones in worse condition, go to one of those other stores.

Seems simple enough.

Re: Complaints service shocking

2jus84 — Sun, 10 Sep 2023 06:57:16 GMT

Well it would be, if it weren't as say I'm another part of the county, so not easily accessible. Can anyone help me with sensible solutions that are going to work please and involve no cost to me. The reason I am on switch up is the changing phones at no cost part!

Re: Complaints service shocking

Enlli — Sun, 10 Sep 2023 07:30:03 GMT

I doubt that anyone here is going to be able to help to be honest

Re: Complaints service shocking

madasaf1sh — Sun, 10 Sep 2023 07:37:37 GMT

@2jus84

This isn't customer services, this is based on real world experience with customer services, and doing switch up and speaking to staff in store whilst doing it.

As I said, o2 HO cant override stores as they cant see the condition of the phone, and are trusting what you say on the phone, and after the store staff who have had eyes on the device have deemed the device to be not acceptable for switch up, and you could be lying about the condition of your phone

How about posting some photos of the damage??

o2 recycle does accept the Flip 4 256, i have entered the IMEI of one, and its offers around £220 so use the IMEI

Yes you will have to pay for it to be repaired, use any insurance you have if you can

The ombudsman wont care, as this is down to device evaluation done by trained staff, what happens if you send it to o2 recycle and they deem it to be the same are they then at fault as well

This is not o2's fault at all, this is you taking a phone that has damage that you are trying to switch up, and o2 are denying as per the T&C's

Where has this other stores have accepted worse condition phones come from, as you have been told go to one of them..

Re: Complaints service shocking

2jus84 — Sun, 10 Sep 2023 07:57:10 GMT

as you can see, o2 are being very petty, only slight marks are outer bezel. I came here looking for some help and sympathy folks.

Re: Complaints service shocking

madasaf1sh — Sun, 10 Sep 2023 08:50:44 GMT

That chip on the bottom is the biggest problem, as it looks in the photo to be quite wide and deep, as it has taken the paint off

The ones on the side could also be an issue,

Cracks, chips or deep scratches on the front, back or edge of the device

We are not o2 and cant say exactly what the issue is, and am basing it on the photos...

If a work phone came in back to us with those marks there would be a deduction from final pay, as those issues would need to be repaired before been resissued, as professionally they dont come under wear and tear..

A point for the future, with Switch Up phones, always use a case, and then take it off when you finally switch up the phone...

Re: Complaints service shocking

2jus84 — Sun, 10 Sep 2023 08:59:51 GMT

I have had a case on the phone since I got it, case caused the issues. I also bought a zflip 5 case that I now can't use as I expected o2 to honor my contract. Also no shops will repair these small issues.

Re: Complaints service shocking

jonsie — Sun, 10 Sep 2023 12:19:47 GMT

Can I just ask?

How do you know stores (not near you) have accepted phones with worse damage and how did you assess that damage personally @2jus84

Re: Complaints service shocking

madasaf1sh — Sun, 10 Sep 2023 12:41:52 GMT

I have just shown the pictures to a friend who also works in IT, and he has said the same, that the damage on the bottom of the phone, would not be classed as wear and tear, at the firm he works at, and would be classed as user damage and they would charge their employees for a new phone (which is a harsh i will admit).. or get them to go fix it...

You could try an insurance claim, and see if they will repair it, or get some black touch up paint..

But we don't work for o2, so as said the only option is to try a completely different shop, or ask to speak to a manager....

I don't think there is much more any one can do to advise you here..

Re: Complaints service shocking

Chrissiealone — Sun, 10 Sep 2023 14:56:11 GMT

I think realistically there is going to be some kind of cost to you. I don't know how much it would cost to get your phone insured with 02, but if it isn't too much you might be able to get it replaced if the damages became much worse.

Re: Complaints service shocking

madasaf1sh — Sun, 10 Sep 2023 14:57:52 GMT

Its too late to take the o2 insurance, as it has to be insured within the first 28days of the contract starting, then its too late.. @Chrissiealone

Re: Complaints service shocking

Chrissiealone — Sun, 10 Sep 2023 16:10:22 GMT

Best place to find out what is exactly wrong with a phone is to take it into CEX to be evaluated. If it's slight wear and tear it would be classed as a B grade and they would offer £269, if it's a bit more they would only offer £209.

If you want a second opinion I would take it into CEX for a free evaluation. If they class it as simply wear and tear you have ammo from a company that hasn't a vested interest in being dishonest. If they see an actual fault with the phone they won't even offer to buy it from you.

If the case caused the damage, and the case was made by Samsung specifically for your phone, wouldn't it be an idea to see if Samsung would repair the phone for free as damage caused by their accessories? I've only bought 2nd hand phones, so not sure how long the Z Flip guarantee lasts for.

Re: Complaints service shocking

2jus84 — Sun, 10 Sep 2023 16:47:00 GMT

Well thanks alot everyone. So I am stuck with this device, even though I pay £3.99 per month for switch up? Let's hope the ombudsman can help me. It's not just the device 'conditon' it's the way store staff and customer service have treated me. They could show some discretion and let me do it really.

Re: Complaints service shocking

2jus84 — Sun, 10 Sep 2023 16:47:58 GMT

I had someone contact me on Facebook and confirmed that she had more damage than me, including a scratched screen and hers was accepted in the white rose centre in Leeds.

Re: Complaints service shocking

2jus84 — Sun, 10 Sep 2023 16:49:56 GMT

Well the outer bezel isn't actually black, it's dark shiny silver, so that won't work.

Re: Complaints service shocking

madasaf1sh — Sun, 10 Sep 2023 17:03:10 GMT

CEX can be as dishonest as every recycling company, (look on Reddit for horror stories), and o2 do not have to take into consideration what CEX say as its not their grading criteria...

If 2 stores independent of each other have deemed that the phone doesn't meet the condition required then that is the end of the matter, the only option is to take it into another o2 shop..