Faulty device, poor customer service

[Anonymous]

I am so frustrated, weeks ago I upgraded to a Samsung phone, paid off my contract and waited for it to arrive. Which it did fairly quickly, unfortunately the phone would not charge and was really really hot within a couple of minutes, I contacted, o2 they said it must be faulty and as I was still in cooling off period they would send a replacement and arrange collection of the faulty one. A couple of days later I received an email stating that there was a shortage and a delay of a few days, left it a couple of week, contacted them again, still no joy. To,d to ring customer services, which is quite impossible when you work during the day. Now I want to cancel my contract return the phone and be refunded for the. Device plan but can't get to speak to anybody. Does anyone else have problems trying to actually speak to a person?

[MI5]

Try calling early morning around 8-8.30am

[Anonymous]

Would love to but at work Monday to Friday and haven't been successful at weekends ☹️

[Anonymous]

If you left it a couple of weeks to chase it up you will be out of the cooling off period so that maybe an obstacle

[MI5]

28 days if device is faulty.

[Anonymous]

If the OP was promised a phone within a few days you'd think they'd have it by now

[MI5]

100% agree.

[Anonymous]

Update - still not able to make contact, managed to take some time out of my working day to try a few times, but a 30 minute waiting time makes it quite difficult

[MI5]

I'd make a complaint about waiting times and asking then to initiate contact about your faulty device http://www.o2.co.uk/how-to-complain

[Martin-O2]

Hi @Anonymous has your replacement phone to be delivered yet?