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LG G4 bootloop issue and atrocious customer service

Anonymous
Not applicable

 Hi all, I need some advice on next steps please as i'm at the end of my tether with o2

 

I got the LG G4 on refresh last march 2016 after my Xperia z1 gave up the ghost and became a brick. It was sat on its charging cradle on Friday night and started with the boot loop issue, took the battery out, tried hard reset etc nothing. Did a webchat who said take it to store.

 

Saturday morning, went into store, had two options, pay off contract for £210 and have a brick or be without a phone and send it away. I opted for the latter and it arrived there today. I had a text to say it had arrived and one late this evening to say 'The problem with your phone isn't covered by the warranty. But we'll give you a repair quote. Just call the shop'

 

It was too late to ring as they'd been shut for a couple of hours so I don't know what the issue it, its not been dropped/exposed to water/damaged or anything. It has a hard case and screen protector so in excellent condition.

 

Having been with o2 for a good few years, i'm really fed up that I've got no working phone (i was offered an alcatel but my phone was my diary, notebook, camera and internet access), that i've now got a very expensive and un usuable brick, i'm paying for data which I won't be using for this period while the phone is out of action as i've resorted to an old 2g htc and when i've been in store or phoned up i've had a lack of interest and a view that its not their problem.

 

I've sent two complaint emails in (saturday and monday) and not heard a thing. I am furious that this fault was known about in the phone/tech industry before i bought it, if i'd have known i'd have chosen another product.

 

Sorry for the rant, just at the end of tether with this and o2 and want to get matters sorted.

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gmarkj
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Did they offer a refurbished G4 or something else @Anonymous?

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Anonymous
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They offered a refurbed Samsung s6 or a galaxy s6 edge

 

 

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gmarkj
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Not exactly like for like then?!

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gmarkj
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Update: Just had a text come through from LG - your device has been passed to a service technician, you will be sent an update shortly.
Not much, but at least I know it got there ok!!

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jonsie
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All companies should provide updates. A simple text but stops the worrying and wondering.

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MI5
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@gmarkj wrote:
Update: Just had a text come through from LG - your device has been passed to a service technician, you will be sent an update shortly.
Not much, but at least I know it got there ok!!

Reassuring at least.

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gmarkj
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Another update.
Got both a text and an email saying that my "order" will be delivered on Monday 20th. Guessing that means that either a) they have repaired my phone or b) nothing wrong with it but being sent back.
I would guess the first otherwise I would have had some contact to say that I owed them money for the collection/delivery.
Guess a long weekend wait now.
Annoyingly the DPD sorting centre is 5 minutes from my house. Why can't I just go pick it up?!?

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Cleoriff
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@gmarkj wrote:

Annoyingly the DPD sorting centre is 5 minutes from my house. Why can't I just go pick it up?!?

Is it open on a Saturday then @gmarkj? Whistle

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gmarkj
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Pass. Just annoyed that I'll drive past it tomorrow but can't get my phone until Monday!
To be fair, they do let you pick a day for delivery to the address they have (or a neighbour), or pick it up from a list of safe places (shops locally).

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gmarkj
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Oh. My. God.
So, just been down to pick my phone up.
Took the "pick up pass" that was part of the email I got saying the parcel was where I asked to pick it up from, along with my drivers license (need photo ID).
But.
As the phone was picked up from my work, and had the name of where I work on it instead of my name, and my drivers license has my name and home address on, I was not allowed to pick up my phone.
The lady at the shop phoned DPD. They said they needed an email from LG.
Phoned LG. They said that it was DPD not allowing the parcel to be collected and not them so they couldn't do anything. The best they could do was to get the parcel back to them (which defaults after 7 days at the pick up location - 7 DAYS).
Phoned DPD myself. They COULD get the parcel picked up tomorrow, taken back to the local delivery office, and delivered to my work on Wednesday. What they didn't say was who would pick it up/sign for it at my work. Bet they aren't called the name of where I work!!!!
Just fuming that common sense does not apply. I have the parcel collection barcode. I know the parcel is at the collection point. I know what is in the parcel and where it should have gone.
Why can't I have my phone?!?!?!?!!??

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