DHL have lost my phone and o2 won't help!!!

Anonymous · ‎09-05-2011

My friend ordered a HTC windows phone but then changed her mind and decided to go for an Android model instead. She phoned o2 to try to change the order but it had already been dispatched. No problem said the customer service bod, just refuse the delivery and DHL will return the phone to us, you can then order the one you want.
Now the problem is that it is now over two weeks and the phone is still not back with o2. The tracking says that DHL still have it but o2 say that because DHL have been taken over by Yodel (or something) they are unable to contact them to find out where it is.
In the meantime my friend is paying for her new contract.
Any suggestions on how to take this further.
Thanks

sheepdog · ‎09-05-2011

Sadly o2 are leading your friend up the garden path. Even if there has been a take over, it won't be an overnight thing that they've changed systems as they're should be a phased migration. Its a poor excuse on all parties. If your friend has refused delivery then it is DHL & O2's responsibility for delivery or return.
Your friend should be asking for compensation for this failure and possibly consider the Complaint review service.

Anonymous · ‎09-05-2011

Thanks for your thoughts. I think my friend is being a bit soft with o2 on this so I've suggested she calls them tomorrow then passes me onto them for a chat. We'll see how it goes!

adamtemp64 · ‎10-05-2011

dhl, home delivery network or yodel are all the same parent company.
Just some food for thought

iPhone 11 Pro 256gb on unlimited data
iPad Pro 12.9” 2020 256gb refresh o2 family discount
Apple Watch series 4
My first mobile was in 1995 a CM-R111 from sony on Cellnet.
Wincanton South Somerset (Full 4g 3G 2g indoor coverage) Remember we are all customers here not customer services

Anonymous · ‎10-05-2011

Your friends position will be strengthened if you ask the advisor to check if the phone and/ or sim has been used. You just need the imei and sim serial number for this, which are recorded on the account the advisor will be looking at and it only takes a minute to check. No usage proves her case, if it has been used report it as fraudulent usage and ask for a resolution. The reason being it has been known for people to claim a phone has been returned when they have in fact kept/sold it.

Anonymous · ‎13-05-2011

Thanks for all the advice. My friends phone has now (finally) been returned to o2 and she's been able to order a new handset.