topic Re: O2 lost my iphone and then charged me for it in Discussions & Feedback

O2 lost my iphone and then charged me for it

Anonymous — Wed, 21 Oct 2015 13:15:39 GMT

I sent my iphone back to O2 recycle - they'd been rather aggressively mailing me to do this from the moment I ordered my new Iphone 6S. I used their prepaid packaging and it disappeared in the mail. They say 'tough' we 'advise' you to pay for tracking.

Then, the contract people, about a month after they lost the phone, send a letter to tell me that under the terms of my new contract I actually have to return it to them, otherwise they charge me for it. This is the first I've heard of it (and I've been a customer for years). Of course, take out the magnifying glass and in 2 point size on the econtract it does indeed say this.

I speak to customer service - on various types of hold for an hour - ultimately they say 'there's nothing we can do - can I help you with anything else' Help I say, you've been no help at all. I say I'm leaving, they merely point out the contract runs to 2017.

'Customer service' pah - there's only the small print, the money and some robots to tell you 'sorry, computer says no'

I don't suppose Vodafone can be any worse. I'll find out in 2017 I expect.

Re: O2 lost my iphone and then charged me for it

jonsie — Tue, 20 Oct 2015 16:06:57 GMT

Feel for you mate but if I return or send a valuable item anywhere I send it recorded delivery and take a photo before I post it so I have evidence of the condition and a signature. It's also insured that way by Royal Mail.

Your claim is against them not o2....

Re: O2 lost my iphone and then charged me for it

viridis — Tue, 20 Oct 2015 16:20:28 GMT

Wonder if apple can tell you where it was last turned on?

Re: O2 lost my iphone and then charged me for it

Anonymous — Tue, 20 Oct 2015 16:25:27 GMT

That's not how I see it. If a company has a returns procedure and supplies packaging, I expect it to work. It does with pretty much every other company I deal with - John Lewis, Net A Porter, M&S. It's a cop-out for O2 to lay the blame with the post office when a phone goes missing. They should have a proceedure in place to reinburse customers when they get 'lost'

Re: O2 lost my iphone and then charged me for it

jonsie — Tue, 20 Oct 2015 16:30:04 GMT

No I'm afraid not. Your issue is with the people delivering your package, procedure or not. Anyone can claim the company concerned has lost the item. If someone sends you an item in the mail who is responsible if you don't receive it, you or the royal mail?

Re: O2 lost my iphone and then charged me for it

Anonymous — Tue, 20 Oct 2015 16:34:03 GMT

I'm afraid yes, this is a customer service issue. O2's recycle system doesn't work.

Re: O2 lost my iphone and then charged me for it

MI5 — Tue, 20 Oct 2015 16:53:21 GMT

If you feel wronged you can follow the complaints procedure but without any proof you may not (in o2's opinion) have even posted the phone yet http://www.o2.co.uk/how-to-complain

Re: O2 lost my iphone and then charged me for it

Anonymous — Tue, 20 Oct 2015 17:12:28 GMT

I've retired from exercises in futility when it comes to O2. I'm just sharing my experience for the greater good

Re: O2 lost my iphone and then charged me for it

MI5 — Tue, 20 Oct 2015 17:15:27 GMT

Fair enough - It's a useful lesson to anyone else in the future.

Re: O2 lost my iphone and then charged me for it

Anonymous — Tue, 20 Oct 2015 17:18:31 GMT

That's it, 'yesterday I was an O2 customer, now I'm a cautionary tale' - to paraphrase Jerry Maguire

Re: O2 lost my iphone and then charged me for it

jonsie — Tue, 20 Oct 2015 17:53:54 GMT

I would strongly advise you to call royal mail. As said, a lesson for everyone here.

Re: O2 lost my iphone and then charged me for it

Cleoriff — Tue, 20 Oct 2015 17:57:21 GMT

I have learnt to track everything now.....Whether it's via Royal Mail or Hermes....or whoever...

Re: O2 lost my iphone and then charged me for it

MI5 — Tue, 20 Oct 2015 17:59:33 GMT

Did you even get a proof of postage?
Royal Mail could probably start a trace from that if you did.

Re: O2 lost my iphone and then charged me for it

adamtemp64 — Tue, 20 Oct 2015 18:05:59 GMT

The only contract that o2 used to sell consumers was o2 lease that required the handset to be returned at end of contract ( this was withdrawn and then was business only) . Otherwise all consumer contracts the consumer owned the phone from day one . Unless a refresh contract until you payed the device plan in full .

it it would help if you explained the full situation so we can help advise you ( as we are all customers like you)

Re: O2 lost my iphone and then charged me for it

MI5 — Tue, 20 Oct 2015 18:09:05 GMT

@adamtemp64 wrote:
The only contract that o2 used to sell consumers was o2 lease that required the handset to be returned at end of contract ( this was withdrawn and then was business only) . Otherwise all consumer contracts the consumer owned the phone from day one . Unless a refresh contract until you payed the device plan in full .

it it would help if you explained the full situation so we can help advise you ( as we are all customers like you)

Could it be the iPhone 6s 30gb tariff where you can exchange for a new phone after 12 months?

Re: O2 lost my iphone and then charged me for it

Anonymous — Tue, 20 Oct 2015 18:14:11 GMT

I think the answer is for O2 Recycle to change their system so there's no chance of them getting nicked (picked up by DHL perhaps) or at least reimbursing customers when they do go missing. It's not good enough to send pre-paid packaging and leaving it to chance whether they arrive or not.

Re: O2 lost my iphone and then charged me for it

MI5 — Tue, 20 Oct 2015 18:16:04 GMT

I guess they could send a courier and take the cost off the recycle value?
That should fix it.

Re: O2 lost my iphone and then charged me for it

adamtemp64 — Tue, 20 Oct 2015 18:17:55 GMT

That is my tariff mi5 but it only started last month so I expect that would only kick in next year after 12 months device payments !

(That reminds me must update my signature)

Re: O2 lost my iphone and then charged me for it

MI5 — Tue, 20 Oct 2015 18:20:28 GMT

@adamtemp64 wrote:
That is my tariff mi5 but it only started last month so I expect that would only kick in next year after 12 months device payments !

(That reminds me must update my signature)

Yeah, but the op mentioned "under the terms of my new contract" so I read that as a recent renewal....

Anyway, no matter

Re: O2 lost my iphone and then charged me for it

Anonymous — Tue, 20 Oct 2015 18:54:49 GMT

The other thing they need to do is make sure their left hand knows what their right hand is doing. Why is their recycle operation pressing me to post my phone to them when the contracts department need it back. And why leave it so late to clarify they need it back.

It just makes you think O2 is this big unaccountable machine that doesn't work properly, or really care what happens to customers who've been with them for 12 years. Loyalty is not repaid.