o2 repairs

[Anonymous]

Has anyone had experiences like this from O2 repairs????

I sent my Xperia X5 to be repaired as I was having problems accessing anything at all, it came back unrepaired stating it was 'physically damaged' and is not covered by my warranty and they are unable to repair under the manufacturers guidelines.

They gave me a list of things that I could do i.e insurance, upgrade if contract was coming to the end, money back from recycling the phone or discounted refurbished phone, well rather than take their word for it, I inserted the sim card and everything works fine although I have lost all my contacts, photos etc as I could not download them prior to sending them off.

All very strange!!!!!!!!!

[Anonymous]

My 8 month old iphone 5s suddenly started re-booting all the time, before turning off altogether and refusing to go back on.  Was told during live chat to take it into a shop, and they would send it off for repair.  Its obviously still under warranty, being less than a year old.  I then got a text from the repair centre telling me the required repair wasnt covered under warranty, and to go back to the shop for the quote to fix it - excuse me??? Went back to the shop, pleasant girl could only tell me it was due to "non genuine parts" being in the phone!  Ive only ever charged the bloody thing!  She gave me the number to phone the repair centre, tried that, was held in a queue for half an hour.  Gave up, did a live chat, only to be told I should go back to the shop, tell them I did not want to accept the quote and they were to give me back my phone.  Then I had to send the phone to o2 online, and they would (generously, in their opinion) send me a refurbished phone. Either that or I paid the 312 pound repair charge!  No thank you, I said, this is NOT my issue, the phone has not been altered in anyway.  Two hours of complaining, talking to customer services and getting nowhere (during which I was basically called a liar and told either I had altered the phone or somebody else in my house did), I STILL have to go to the shop, get them to phone the repair centre, get the phone returned to the shop, take it to apple for a report, and then we'll see what happens.  Absolute bloody disgrace.  I phoned apple who were very helpful, and incidentally advised that o2 is not an apple authorised service provider and the techs there would not be certified by apple.  Interesting, huh?  Guess who will NOT be staying with o2 when their contract expires.   Useless, absolutely useless. 

[MI5]

We would have advised you to go directly to Apple in the first place if you had come here to ask us first.
Many such complaints about o2 repairers which are Anovo and should be avoided at all costs, in my opinion.

[Cleoriff]

It is a very sad state of affairs that people will think that any phone bought from O2 should go back to O2 for repair....They are not specialists at all.

[jonsie]

Oh dear, Anovo building up their Christmas pot again. Get the phone back and take it to Apple, explain that the cowboys have had their hands on it and you will probably get it replaced on the spot. Make a Genius appointment first though. 

[majorrnb1955]

the biggest con trying to say after 8 days my phone was given to them on 5 september then saying they started repair on 7th september when i have repiar ticket saying 31st august.

trying to get me to queue up in the shop again to speak to a franchisee working on comission.

they have broken a contracytual agreement......

MAJOR R.N.BIRD

[Cleoriff]

Hi @majorrnb1955  Thats not good.... If you want to make a complaint about poor service then follow the advice in this link...http://www.o2.co.uk/how-to-complain

[jonsie]

Like on the many threads about anovo and you will notice we always recommend going to the manufacturer. 

[adamtemp64]

@majorrnb1955 O2 do not state a timescale for repairs and offer a loan phone if needed http://www.o2.co.uk/help/phones-sims-and-devices/our-returns-and-repairs-policy