topic Re: O2 shocking customer service and replacement phone in Discussions & Feedback

O2 shocking customer service and replacement phone

Anonymous — Wed, 07 Jun 2017 10:24:09 GMT

Hi all.

i recently had my Samsung galaxy s7 edge replaced due to my iPad falling n smashed the screen.

i had it in rose gold. Such a pretty colour.

my replacement phone arrived after a week of having no phone. I opened the battered box to find something that would make a chav happy. The phone is a tacky gold colour. The phone was covered in finger prints and the protective sticker was clinging on for dear life. I all honesty, it looked like a 2 year old had packed it and stuck the sticker on.

i contacted o2 only to be told that it's in the t&c, the phone is insured not the colour and the insurance company send what they have in stock.

She told me it's not her problem I didn't read the t&c, I told her that I did. In October last year when I took out the contract. Would also of been nice to be told this information by the insurance company. I mean I rang them 4 bloody times, not once was that information reiterated.

i mean seriously though, it is a vital piece of info. What if you were a man receiving a pink phone? I don't have an idyllic memory and I certainly didn't memorise all the t&c. I'd be surprised if anyone had to be fair

If id of wanted a chav coloured phone I'd of ordered that god awful colour in the first place.

the woman from customer service tried to compare my phone to a dyson Hoover?

any advice?

Re: O2 shocking customer service and replacement phone

MI5 — Wed, 07 Jun 2017 10:35:36 GMT

Call back and reject the phone.
You are entitled to refuse and wait for the correct phone but you may have to wait a while for stock to arrive.

Re: O2 shocking customer service and replacement phone

Anonymous — Thu, 08 Jun 2017 10:51:42 GMT

Thanks 👍 I'll give that a try 😁

Re: O2 shocking customer service and replacement phone

MI5 — Thu, 08 Jun 2017 10:54:25 GMT

Stand your ground with them as you are in the right and let us know how you get on please.

Re: O2 shocking customer service and replacement phone

Curr946 — Fri, 09 Jun 2017 15:28:47 GMT

by the sounds of it, the gold one might drop too...

Re: O2 shocking customer service and replacement phone

MI5 — Fri, 09 Jun 2017 15:31:25 GMT

They are very slippery

Re: O2 shocking customer service and replacement phone

Anonymous — Sat, 10 Jun 2017 13:12:54 GMT

Lol! I received my letter from the customer relations team this morning politely telling me to like it or lump it.

Im currently on the phone and told them I don't want that colour and I've been made aware that I can refuse it. He said I can't as I signed for it.

as luck would have it when the phone was delivered on Monday I was at work and the courier from the delivery company left it on my doorstep. My neighbour saw him leave. So I didn't sign for it.

after so long of being on hold he came back and said that because I didn't sign for it they are sending me out my pink phone! Who knew that's all it would take!

Re: O2 shocking customer service and replacement phone

MI5 — Sat, 10 Jun 2017 13:22:22 GMT

Crazy isn't it !!

Re: O2 shocking customer service and replacement phone

Beenherebefore — Sat, 10 Jun 2017 14:55:15 GMT

No, that's being pathetically inept at performing your job function correctly..........all too common in the O2 organisation.

Re: O2 shocking customer service and replacement phone

jonsie — Sat, 10 Jun 2017 14:56:08 GMT

Good luck with this 😉

Re: O2 shocking customer service and replacement phone

Anonymous — Tue, 13 Jun 2017 10:03:50 GMT

So o2's incompetence strikes again.

After the phone call call on Saturday where the agent that I spoke to said that because the phone wasn't signed for they are sending out the correct colour handset.

nit heard a peep from o2 all weekend.

i rang up today questioning it. When someone from o2 says it's being sent out, you like to believe that right? I mean how could they ever take the *bleep* out of you?

basically there wasn't a phone being sent out. They don't know why that agent said that. The request he made was cancelled. Was I informed? No was I ******e.

The agent i spoke to repeated over and over about the handset being insured not the colour. I've heard that 1000 times, what are they robots?

Anyway yet yet another complaint has been logged and I actually spoke to a manager today. Basically all the ****** that I have heard from o2 since receiving my chav phone they are still standing by the fact that this tacky piece of gold ******e is now my insured handset. Like crap it is.

So so I logged a complaint about the person who couldn't even manage to repeat that I may not get the same colour. Apparently according to the manager I spoke to about 10 mins ago I could of actually said IF the agent mentioned that small fact. I could of requested for a pink phone to be sent out.

i had reset that piece of crap back to factory settings.

anyone with any advice?

Re: O2 shocking customer service and replacement phone

MI5 — Tue, 13 Jun 2017 10:13:10 GMT

https://www.resolver.co.uk/

Re: O2 shocking customer service and replacement phone

Anonymous — Tue, 13 Jun 2017 10:37:48 GMT

Update

i just turned my phone on to put everything back on it n the screen is flashing green?

It wont even let me unlock it. I've tried turning it off n then on again.

Oh god this Is dodgy af since I've just spoke to them this morning! 🙈

Re: O2 shocking customer service and replacement phone

MI5 — Tue, 13 Jun 2017 10:45:21 GMT

That's fixed your initial problem then.

Re: O2 shocking customer service and replacement phone

Anonymous — Tue, 13 Jun 2017 10:59:24 GMT

all I can do is laugh 😂😂

it has fixed my problem. Perhaps the phone was helping me in some way 😂😂

oh god they ain't gonna believe me are they 🙈🙈

Re: O2 shocking customer service and replacement phone

MI5 — Tue, 13 Jun 2017 11:02:02 GMT

Lol 😂

Do o2 insurance department ever listen?

Anonymous — Thu, 29 Jun 2017 08:29:17 GMT

I contacted o2 insurance on Friday. As my stupid tacky gold Samsung galaxy s7 edge had broken.

i asked if I could choose the colour I wanted, he said yes. He also said what's the point in me receiving a phone that I didn't want the colour of in the first place! Omg I thought I was getting somewhere. I requested a pink phone. The colour I wanted in the first place.

So my refurbished phone arrived 20 mins ago. Got another ******ty tacky gold thing again. Smh. I don't think there's anything on the internet that I can buy that covers up the ******ty colour of this phone!

Thanks o2 insure for being such a bunch of ****** 😡😡

Re: Do o2 insurance department ever listen?

MI5 — Thu, 29 Jun 2017 08:31:47 GMT

Maybe the guy was colour blind

Re: Do o2 insurance department ever listen?

Cleoriff — Thu, 29 Jun 2017 08:41:08 GMT

Sorry to hear about this @Anonymous. By the way your previous thread relating to this phone (and colour) is here https://community.o2.co.uk/t5/Discussions-Feedback/O2-shocking-customer-service-and-replacement-phone/m-p/1054887/highlight/true#M91989

Re: Do o2 insurance department ever listen?

jonsie — Thu, 29 Jun 2017 08:49:20 GMT

Pink must be in very short supply, so in the meantime....

Sorry @Anonymous 25, I know it must be so frustrating for you and not in the least bit funny for you, but I couldn't resist. Speaking now as someone who woke up and found a foot sewn back on 90° to the right!

Seriously, you could try a complaint but you could be waiting a good while for pink.

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