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?

[Anonymous]

ok ill try ringing again tommorow but they seem to be playing dumb

[Bambino]

I will tag @Martin-O2 our Community Manager to see if he can help.

[MI5]

Typical ineptitude that we see regularly these days, sadly.

[Anonymous]

im absolutely gutted as i really need that phone back for my business, its gone from within 4 days to what could be weeks until i get anything sorted now

[adamtemp64]

As you need it for business I would go and buy a cheap payg on o2 and chuck your sim in it and then keep the phone as a spare for future use . 

Or in future drop it to an o2 store and get a loan phone for a refundable deposit (if available)

We always used to keep a spare phone at work for any eventuality (disaster recovery).

Anybody using a mobile for business purposes really should be on an o2 business contract and not a consumer contract . (Also against consumer Fair use T&C) 

[Anonymous]

well ive been on the online chat and they are saying they have the phone (it still hasnt been repaired, its just been sat there for 5 days) anyway they have sent me a copy of the chat in which they confirm they have my phone, so at least i have a bit of proof should o2 try and con me again, certainly changing provider after all this

[Bambino]

That's good news for you, but whatever the outcome of this, you should lodge a formal complaint. 

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

[MI5]

Most bizarre!

[Anonymous]

so they rang back today eventually, and still 'couldnt get through to the repair team', they said to try and ring back tommorow, i didnt have time to argue as got a lot on today, i feel im just going in circles, everyday i ring or use online chat i just get pass off, i just want an update on my phone at the very least

[MI5]

Yeah, not an unreasonable request, is it?