topic Re: O2 have taken my broken phone and swapped it with a replacement that has someone else's data in Discussions & Feedback

O2 have taken my broken phone and swapped it with a replacement that has someone else's data

Anonymous — Wed, 17 Feb 2016 15:28:10 GMT

I have several phones with O2, and am so sorry that I even bothered to get one from them!

After various issues over the past 6 months, I'm now at my wits end.

One of my phones was damaged, so I used the insurance service I pay for, and sent the phone off. After only 2 days a replacement was despatched, only problem is, it wasn't working, not only that, it is clearly a refurbished phone, as it has the original owners data still on it, they haven't bothered to wipe the phone clean.

I've tried evry possible avenue, but O2 refuse to accept that in order to keep me happy, as I have no faith in them they need to send me a new phone, not a second hand one.

They only want to get the hands back on the phone I have, as they have clearly committed a breach of privacy and data regulations, but aren't prepared to amend their processes to do so.

Where do I go next, the press?

Re: O2 have taken my broken phone and swapped it with a replacement that has someone else's data

MI5 — Wed, 17 Feb 2016 15:30:41 GMT

Follow the complaints process http://www.o2.co.uk/how-to-complain but refurbished phones are the norm for insurance replacements.

Re: O2 have taken my broken phone and swapped it with a replacement that has someone else's data

jonsie — Wed, 17 Feb 2016 15:37:27 GMT

It does make you wonder just what sort of refurbishment these phones are subjected to and just who checks them before they are then put into stock before sending them out as replacements.

Complaints is definitely the route to go down now.

Re: O2 have taken my broken phone and swapped it with a replacement that has someone else's data

Anonymous — Wed, 17 Feb 2016 15:48:32 GMT

Been through the complaints process, they advised they'd call me back, instead I've made 6 calls to them.

No joy, they insist on a refurbished phone, not a new like for like phone, which I know is their norm, but unacceptable given the last replacement doesn't work, and has someone else's data on it, which I'm confident means they're processes don't work.

I've even written to Ronan Dunne and the O2 Executive office, no joy, no reply.

Re: O2 have taken my broken phone and swapped it with a replacement that has someone else's data

MI5 — Wed, 17 Feb 2016 15:54:44 GMT

If you can't get any satisfaction you need to request a letter of deadlock from O2 and follow up with the communications ombudsman.

Re: O2 have taken my broken phone and swapped it with a replacement that has someone else's data

Toby — Wed, 17 Feb 2016 16:08:45 GMT

Hi @Anonymous,

I'm Toby, the O2 Community Manager, welcome!

As you've tried a number of ways to get this fixed, please send me a private message (there's a link in my signature) and we can see how to sort this out for you.

Re: O2 have taken my broken phone and swapped it with a replacement that has someone else's data

Anonymous — Wed, 17 Feb 2016 16:23:43 GMT

Thank you, that will be something I definitely do.

Re: O2 have taken my broken phone and swapped it with a replacement that has someone else's data

Anonymous — Wed, 17 Feb 2016 16:31:50 GMT

I've sent a private message to you Toby.

Re: O2 have taken my broken phone and swapped it with a replacement that has someone else's data

Anonymous — Wed, 17 Feb 2016 17:26:20 GMT

Hi MI5,

I've taken your advice and complained to the Ombudsman, let's hope O2 take some notice of them, as they are simply stonewalling me.

Even Toby who reached out to help me in this forum is offloading me to someone else, and can't call me to discuss, instead the preferred method of communication is by chat or email....... very strange for a telephony company!!

Re: O2 have taken my broken phone and swapped it with a replacement that has someone else's data

Toby — Wed, 17 Feb 2016 17:34:18 GMT

Hi @Anonymous,

I unfortunately cannot call you, as I do not have access to relevant info on your account(s). This community specialises in customer-customer advice, not as direct customer service and I look after the community exclusively. I have taken details from you and have contacted my team in order to help you. This is the most I can do in my position as Community Manager. This is not to say you will not be called by someone else in the O2 team, but I simply asked for other details in case we could contact you that way.

Re: O2 have taken my broken phone and swapped it with a replacement that has someone else's data

Cleoriff — Wed, 17 Feb 2016 17:56:11 GMT

@Toby wrote:
Hi @Anonymous,
I unfortunately cannot call you, as I do not have access to relevant info on your account(s). This community specialises in customer-customer advice, not as direct customer service and I look after the community exclusively. I have taken details from you and have contacted my team in order to help you. This is the most I can do in my position as Community Manager. This is not to say you will not be called by someone else in the O2 team, but I simply asked for other details in case we could contact you that way.

Exactly as it should be @Toby You do what you can within your remit. The forum can't spread their wings to be another arm of customer service. Oh hang on........:smileywink:

Re: O2 have taken my broken phone and swapped it with a replacement that has someone else's data

Anonymous — Wed, 17 Feb 2016 18:11:06 GMT

@Toby has done the most that he actually is able to @Anonymous now you have to wait

Re: O2 have taken my broken phone and swapped it with a replacement that has someone else's data

Curr946 — Wed, 17 Feb 2016 18:12:44 GMT

May want to take screen shots of the data to confirm the facts, hiding any sensitive data such as numbers. What is it your more unhappy with, the refurb phone or the fact it still had data on it. I think your in a good position to ask for a replacement as clearly the handset was not correctly tested/flashed and so on.

Re: O2 have taken my broken phone and swapped it with a replacement that has someone else's data

Anonymous — Wed, 17 Feb 2016 18:21:45 GMT

@Curr946 the OP understands about refurbs. Its the data issue & the fact that a broken phone was sent out. If you have read you will see that they are getting nowhere unfortunately & they have tried everything. I highly doubt they would ask for a replacement when they have already had a faulty one & is trying to get it resolved

Re: O2 have taken my broken phone and swapped it with a replacement that has someone else's data

Curr946 — Wed, 17 Feb 2016 18:27:43 GMT

Why wouldn't they ask for a replacement... it an insurance claim gone bad. Regardless of the issue, the handset they have been sent is not fit for purpose so they should ask for a replacement, the only other option is to ask for a cash settlement and this is down the insurer t&cs. I don't have those handy.

Re: O2 have taken my broken phone and swapped it with a replacement that has someone else's data

Anonymous — Wed, 17 Feb 2016 18:29:33 GMT

I doubt they would get a cash settlement but the only thing they can do is wait

Re: O2 have taken my broken phone and swapped it with a replacement that has someone else's data

Curr946 — Wed, 17 Feb 2016 18:31:17 GMT

well its not an excuse to cancel the contract.

Re: O2 have taken my broken phone and swapped it with a replacement that has someone else's data

Anonymous — Wed, 17 Feb 2016 18:37:43 GMT

Its nothing to do with the contract. The OP has paid for insurance therefore a suitable refurb phone with no issues should be available

Re: O2 have taken my broken phone and swapped it with a replacement that has someone else's data

Curr946 — Wed, 17 Feb 2016 18:40:14 GMT

That was my point....

Re: O2 have taken my broken phone and swapped it with a replacement that has someone else's data

Anonymous — Wed, 17 Feb 2016 21:48:42 GMT

Sorry @Toby, but I'm not going to get into a "he said, I said" debate, I know you've done what you can, which is pass me to someone else because you're not empowered to do anything else, the same as your colleagues, however, you did ask me for an email address for communication, which I found, and stated as such, that this was strange for a telephony company.

For those saying I need to wait, I've certainly done that, and will continue to do so, after all, I have right on my side, and as you're all aware, those with right always get what's fair.... oh, no, I'm mixing up Disney stories with big busines, oops 😞

For those saying I should accept a refurb, I did, and look where that got me, so would you want a refurb given those circumstances, or would you believe you're entitled to a slightly better service than no-one calling you when they say they will, being on hold constantly when calling them, and basically being told tough, that's the process.

I'm confident that the Ombudsman will see it my way, and that receiving a faulty phone with someone else's data on is not the way to treat a paying customer.

BTW, no one at O2 has offered to freeze my bill whilst they try to sort this, they're still taking their money from my account.