o2 repairs have lost my phone...

[Anonymous]

so i sent my lg g4 in due to bootloop issues, was told i would recieve it back within 4 days of them recieving it. 6 days have gone by, for 5 of those days its been saying on the online tracking that they have recieved my phone and its awaiting repair. I spoke to the online chat several times and just got scripted responses that the phone will be repaired soon (nothing changed). on the 6th day (today) I checked the online tracking and it said there is no record of my phone, i thought that was strange and seeing as thats the only proof they have my phone, its also a bit worrying, so i rang up.

yep sure enough they have no record of my phone being in for repairs on their system. they are now blaming me saying i sent it wrong, even though i know for a fact they did recieve it as it was initially on their system. 

what are my options?

[adamtemp64]

You need to speak to o2 and not use the live chat system .

Failing that use the complaints link http://www.o2.co.uk/how-to-complain

[Anonymous]

i did, ive just been on the phone for several hours, they are saying they dont have it

[MI5]

Did you send it recorded delivery at all?
That way you have proof they received it.

[adamtemp64]

As @MI5 says have you got proof of delivery etc 

How did you return it in store or post ?

[Bambino]

If you don't have any physical proof of posting it back to O2, or copies of when it was being tracked you could be up the creek.

[Anonymous]

no, but i know they recieved it because it was on their tracking system for a few days before it disappeared from it

[Anonymous]

I do have an email...

Hello

We have validated your proof of purchase and it has been accepted.

This handset will now be processed to our engineers.

If there is anything else we can help with please let us know.

Have a nice day.

Kind regards

[Bambino]

Okay. That's a positive. You need to speak to customer service again and tell them you have a confirmation email. You need to persist or they will try to fob you off. 

[adamtemp64]

Ring o2 and quote all the info from that email.

But this is another reason we always say send via recorded delivery or drop off at the store.