topic Re: Incident: Samsung S24 Ultra Delivered to the Wrong Address in Discussions & Feedback

Incident: Samsung S24 Ultra Delivered to the Wrong Address

Mirzanoz — Thu, 05 Dec 2024 07:36:00 GMT

Hello O2 Community,

I’m posting here to share an incident I’ve been dealing with regarding my Samsung S24 Ultra in the hope of receiving assistance or advice from others who may have experienced similar issues.

Incident Details:

• I was supposed to receive my Samsung S24 Ultra device, but DPD delivered it to the wrong address

• The delivery photo provided by DPD clearly shows a white door that opens outward, while my door is black and opens inward. I’ve already sent photographic evidence of my actual door to both O2 and DPD to confirm this discrepancy.

Current Situation:

Despite submitting the evidence weeks ago, I am still waiting for O2 and DPD to resolve the issue. I’ve asked O2 Switch Up to raise a formal complaint with DPD and ensure they thoroughly investigate and verify the provided proof. However, progress has been painfully slow, and no clear resolution has been provided.

My Concerns:

1. O2 is the sender and has the responsibility to work directly with DPD to resolve the issue, but I feel like I’m left chasing this matter on my own.

2. This situation has caused significant inconvenience and frustration as the issue has dragged on far longer than it should.

What I Expect:

• A proper investigation by DPD to locate the device or confirm its misdelivery.

• Immediate action from O2 to either recover the device or provide a replacement.

If anyone in the community has faced a similar situation with a misdelivery or issues with O2 Switch Up and DPD, I would appreciate your advice or insights on how to move this forward.

Thank you in advance for your help!

Best regards,

****** *****

[Mod edit: Please do not share personal details as your posts are visible to the public. Thanks!]

Re: Incident: Samsung S24 Ultra Delivered to the Wrong Address

Bambino — Thu, 05 Dec 2024 05:21:43 GMT

@Mirzanoz Other than persevering with O2, which it is their responsibility to resolve but obviously getting you nowhere, try and get help from your local Citizen's Advice Bureau, or if you have the means, seek legal advice.

Re: Incident: Samsung S24 Ultra Delivered to the Wrong Address

Oxonian — Fri, 06 Dec 2024 21:09:03 GMT

An alternative approach for you @Mirzanoz to consider is to raise a formal complaint with O2 :-

How to Complain | Help | O2

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

Customer+Complaints+code+250924+V0.2.comp.pdf

https://www.o2.co.uk/documents/456036/3782743/Customer+Complaints+code+250924+V0.2.comp.pdf

It is currently taking O2 up to eight weeks to investigate and respond to complaints, so this is unlikely to get you a quick resolution. However, it does afford you the opportunity of escalating your complaint to the Ombudsman if it is still unresolved in two months' time. 👍