topic Re: Lack of customer care in Discussions & Feedback

Lack of customer care

Anonymous — Tue, 16 May 2017 19:11:50 GMT

Three weeks ago I claimed on my o2 insurance. I received a refurbished iPhone 5s. It broke after 3 days, I was sent another, it broke after 4 days, I was sent another it broke after 3 days and today I have received the forth refurbished phone. Still I wait for my complaint to be dealt with and if this phone breaks the plan is to just keep sending me more refurbished faulty phones. 9 months and I can't wait to leave this shambolic company. Customer care ? Doesn't exist just policies to benefit o2 and inconvenience customers.

Re: Lack of customer care

MI5 — Tue, 16 May 2017 19:18:47 GMT

Sounds like a load of bad luck you're having.
O2 refurbs are usually indistinguishable from new tbh......

Re: Lack of customer care

gmarkj — Wed, 17 May 2017 09:30:45 GMT

I wonder why so many handsets are breaking and would look at changing whatever action(s) or inaction(s) are causing the breakages.
To have had 4 phones break within such a small time indicates a larger problem....

Re: Lack of customer care

Anonymous — Sat, 20 May 2017 16:21:11 GMT

Each time the phone has done this - taking photos, charge is fine, phone turns off, goes hot and then won't turn back on or charge. Regardless of luck o2 just say we will send you another one and then take several days to send it. Then the delivery is that poor that on one occasion they never showed up. Response from o2 no idea what has happened. No apology, no compensation for inconvenience or cost of contract and that's why I wish to leave.

gmark / unsure how many actions of using my phone like this need me to review it. I've paid my insurance I should be given a reliable phone

Re: Lack of customer care

MI5 — Sat, 20 May 2017 16:37:24 GMT

Try an official complaint with Resolver.
Details on link http://www.o2.co.uk/how-to-complain

Re: Lack of customer care

Anonymous — Sat, 27 May 2017 09:11:48 GMT

Already done and the four week deadline is up today. So I wait to hear the reasons for poor customer service

Re: Lack of customer care

MI5 — Sat, 27 May 2017 09:47:10 GMT

Let us know if you hear anything.

Re: Lack of customer care

Curr946 — Sat, 27 May 2017 18:01:08 GMT

I was sent a brand new sealed phone as my replacement. Though, my phone is still available and may not have many to refurbish yet.