An example of how inept online 02 Chat actually is

[Anonymous]

inept chat text removed

[jonsie]

To be honest your best option if at all possible is to deal with Apple directly.

[Anonymous]

It was bought as a refurb from 02 so not sure if an apple store would try and resovel this, been on hold for 20 minutes now with 02 on the phone so giving up.  Once I get it resolved my time with 02 is done.

[adamtemp64]

I would a remove your mobile number from the chat above.

And check here to see if it is covered bay apple warranty https://checkcoverage.apple.com/gb/en/ if under apple warranty book a Genius Bar appointment 

[Anonymous]

Thanks so much.  Its covered under apply warranty it seems.  Why couldn't 02 support just tell me to check that out first? They are so poor as a service.

An hour wasted, as they cut me off on answering my call after 30 mins. No call back, nothing.  Awful customer service overall. 

[adamtemp64]

@Anonymous Just deal with apple now and get good customer service .

[jonsie]

I'm not surprised you weren't told to check there, one of the biggest gripes I have with outsourced live chat is that English isn't their native language. They do their best I suppose but unless you connect to a UK adviser via the chat link on the complaints page it is difficult to get complete satisfaction . 

[jonsie]

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@adamtemp64 wrote:

@Anonymous Just deal with apple now and get good customer service .

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Amen to that!