Hi Community
This one is going back from March 2017 but I will be brief. One Plus 3T refresh contract taken out Feb 16th this year. Having some problems with the phone so called O2 in March and reported it faulty. Information given by Customer Service Advisor is that they don't deal with One Plus phone and it must be sent off directly to them for repairs. I was shocked and explained that I didn't take out a contract with One Plus and questioned why should I send it to them. The agent repeated her first response and I challenged this again. Anyway, I proceeded with the information given and was supplied with One Plus Customer Service details. Contacted One Plus who logged the fault took details from me and said they wanted proof of purchase. I contacted O2 and they sent me the proof of purchase. One Plus sent me an address with shipping labels to send the phone with details on a UPS collection. I wasn't given an exact time for pickup so UPS came for collection and I was out. I ended up dropping off the phone at a UPS Collection point. Email One Plus telling them what I have done they got back to me about 1 week later to say the phone has a physical damage and it will cost me around £90.00 to be repaired. I sent them an email informing them that when I sent the phone it had no such damage and it must have happened in transit and had requested them to contact the Couriers regarding this. Weeks gone by, I heard nothing from One Plus regarding my request only to receive an invoice with instructions to pay or they will send back my handset. I held my ground saying the same thing, I refuse to pay.
Whilst that is going on and not heard from them I contacted O2 again explaining to them what had happened and I was told that I shouldn't have sent the phone to One Plus but to O2. At this stage I was very angry. We had a lengthy conversation and was given clear instructions to obtain the phone and get it to O2 (I requested to drop it off at my local store and the agent agreed). Contacted One Plus and requested my phone. They sent it back however, address missing and it went back to them and I received an email regarding this and they requested my address again which I sent to them and more problems so I had to pick up the handset from UPS collection point. Took the phone to my local O2 store and explained what happened and they wouldn't take it. I told them I was told to do this they replied that they are not taking it.
Contacted O2 regarding the situation letting them know I am not happy. I was on the phone for over 1 hour with an agent who (apologised for the information I was given) tried to help me by getting an exchange but she came back saying that they will not do it. I escaled the situation and they got back to me offering £30 credit which I refused and raised a complaint. To finish off quickly. Complaints department got in touch, I requested for the telephone calls to be listened to, they got back apologising for the misinformation given and offered £30 credit. I refused and questioned what is going to happen to the handset. They came back offering me a refurbished handset. I refused highlighted some facts. They came back offering me £50 credit and a refurbished handset which I also refused. It has been almost 6 months since I have been without the One Plus 3T handset which I am paying £18 a month, now do the maths I am sure that it greater than £50. All the problems, hassle and inconvenience I have been through because I was misinformed by O2. Ombudsman next because according to O2 this is their final position on this matter. What do you think?
Thanks for taking the time out to read.
