topic Re: I have been conned by 02 in Discussions & Feedback

I have been conned by 02

Anonymous — Tue, 30 Nov 2010 17:47:27 GMT

Hello all, this is my first post; wondering if anyone has had the same problem with Customer Services- I ordered 2 Iphones and received them today, however, they were the wrong model(3G instead of 3GS). I called 02 and
asked for the right phones to be sent, and we were passed from one person to
another, about 9 or 10 people I spoke to, and nobody could help, unless I opened another account, which I didn't want to because I had already gone through all the process, and I didn't want 02 checking my Credit Report
twice, again, as it'd leave a footprint on my Credit(that would've been 4
times 02 checked my credit in one week). Anyway, we are now left with 2 phones
we don't want and didn't order in the first place, and they were Christmas presents for my kids.I have been a Business Costumer with 02 for over 8
years and feel I have been conned. I will definitely reconsider my contract
when it's up. I have tried complaining but to no avail.

Re: I have been conned by 02

adamtemp64 — Tue, 30 Nov 2010 17:56:40 GMT

Where did you order them from? And when did you order? Are these on your business contract? How much did you pay for them?
Correct complaints procedue is obviously ring normal customer services then use the complaint review service.
We are all customers here but maybe able to point you in the correct place to complain.

Re: I have been conned by 02

Anonymous — Tue, 30 Nov 2010 18:01:38 GMT

Hello, thanks for your reply; I ordered the phones from 02, by phone, on a monthly contract. I have called Customer Services many times but all they say now is to send the wrong phones back. Originally, an assistant said he'd send me the right phones and I'd do a swap with the courier, however, the next person I spoke to, and all the other ones, said I'd have to open a new Account.

Re: I have been conned by 02

Anonymous — Tue, 30 Nov 2010 18:05:14 GMT

This is very upsetting, as, like I said before, the phones were Christmas presents and I will have to return the new phones, wait for 02 to receive them back, then we have to ring them to confirm they have received the phones back, only then the contract will be over.

Re: I have been conned by 02

adamtemp64 — Wed, 20 Jun 2012 07:19:45 GMT

ok How much per handset and which tariff
The iphone 3g is on refurb offer free all tariffs. http://shop.o2.co.uk/promo/iphoneindex/ ... itioned_3G
The iphone 3gs 8gb is charged on most tariffs. http://shop.o2.co.uk/promo/iphoneindex/ ... ly/3GS_8GB

Re: I have been conned by 02

Anonymous — Tue, 30 Nov 2010 18:13:05 GMT

The handsets were free and we'd pay, monthly, £35 + £10 for insurance, for each phone. I think you can get this tariff for the 3GS anywhere.

Re: I have been conned by 02

adamtemp64 — Tue, 30 Nov 2010 18:20:58 GMT

I will let you sort it out but good luck do a search on here for complaints review service

Re: I have been conned by 02

jonsie — Tue, 13 Jun 2017 16:16:00 GMT

O2 Complaint Review Service
Email Address ::

complaintreviewservice@o2.com

Tell them:
• Your name and address
• Your mobile and account numbers
• A daytime phone number
• A suggestion of how they can put things right
Postal Address ::

O2 Complaints Review Service

PO BOX 694

Winchester

SO23 5AP

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

Re: I have been conned by 02

Anonymous — Tue, 30 Nov 2010 18:30:45 GMT

Thank you very much Adam and Steve, will try to call that number tomorrow, and send them an email tonight.
Thanks again,
Keith

Re: I have been conned by 02

jonsie — Tue, 30 Nov 2010 18:33:16 GMT

You will get an auto response from them but it can take up to 7 working days for an official response (hence the phone number) but do write as well.
Good luck, hope it's sorted well before Christmas.

Re: I have been conned by 02

Anonymous — Tue, 30 Nov 2010 18:46:41 GMT

Thank you, I have just sent an email, and will phone first thing tomorrow.
Yes, hopefully it will all be resolved soon, but, after trying to sort it out all day today, I don't hold much hope, to be honest; will keep trying.
Thanks again.

Re: I have been conned by 02

Anonymous — Wed, 01 Dec 2010 09:42:27 GMT

As you said in your previous post, as long as you should be getting the 3GS they should just do an exchange at the door?
That is what happend to me, I took delivery for my phone on a Saturday - They said the only thing they could not do was a doorstop exchange on a Saturday... Had the day off Monday and it arrived/exchanged and all was fine?
:robotindifferent:

Re: I have been conned by 02

Anonymous — Wed, 01 Dec 2010 11:38:20 GMT

Isn't the 3G S insurance £15 monthly?

Re: I have been conned by 02

adamtemp64 — Wed, 01 Dec 2010 11:40:09 GMT

http://www.o2.co.uk/shop/phoneinsurance/ confirms £15 insurance

Re: I have been conned by 02

Anonymous — Wed, 01 Dec 2010 18:24:39 GMT

There is no need for the complaints team at all for this, the correct process for an exchange of handset is to return them and have a new credit check.

Re: I have been conned by 02

Anonymous — Wed, 01 Dec 2010 20:45:55 GMT

I think the issue is that the OP believes that 3GS was ordered but 3G was received. So its not so much an exchange as the wrong handset delivered.
However, it does look like it was actually 3G that xas ordered. In which case an exchange is necessary.
So the difficulty comes in that, do you, first of all, sort out who made the error? Or do you do the exchange and then sort it out?
Based solely on what's in the thread, I would say the OP has misunderstood what they ordered. But obviously I don't have the full details.

Re: I have been conned by 02

jonsie — Wed, 01 Dec 2010 20:48:24 GMT

I tend to agree with you going off the prices quoted.