O2 have taken my broken phone and swapped it with a replacement that has someone else's data

[Anonymous]

I have several phones with O2, and am so sorry that I even bothered to get one from them!

After various issues over the past 6 months, I'm now at my wits end.

One of my phones was damaged, so I used the insurance service I pay for, and sent the phone off. After only 2 days a replacement was despatched, only problem is, it wasn't working, not only that, it is clearly a refurbished phone, as it has the original owners data still on it, they haven't bothered to wipe the phone clean.

I've tried evry possible avenue, but O2 refuse to accept that in order to keep me happy, as I have no faith in them they need to send me a new phone, not a second hand one.

They only want to get the hands back on the phone I have, as they have clearly committed a breach of privacy and data regulations, but aren't prepared to amend their processes to do so.

Where do I go next, the press? 

[MI5]

Follow the complaints process http://www.o2.co.uk/how-to-complain but refurbished phones are the norm for insurance replacements.

[jonsie]

It does make you wonder just what sort of refurbishment these phones are subjected to and just who checks them before they are then put into stock before sending them out as replacements. 

Complaints is definitely the route to go down now. 

[Anonymous]

Been through the complaints process, they advised they'd call me back, instead I've made 6 calls to them.

No joy, they insist on a refurbished phone, not a new like for like phone, which I know is their norm, but unacceptable given the last replacement doesn't work, and has someone else's data on it, which I'm confident means they're processes don't work.

I've even written to Ronan Dunne and the O2 Executive office, no joy, no reply.

[MI5]

If you can't get any satisfaction you need to request a letter of deadlock from O2 and follow up with the communications ombudsman.

[Toby]

Hi @Anonymous,

I'm Toby, the O2 Community Manager, welcome!

As you've tried a number of ways to get this fixed, please send me a private message (there's a link in my signature) and we can see how to sort this out for you.

[Anonymous]

Thank you, that will be something I definitely do.

[Anonymous]

I've sent a private message to you Toby.

[Anonymous]

Hi MI5,

I've taken your advice and complained to the Ombudsman, let's hope O2 take some notice of them, as they are simply stonewalling me.

Even Toby who reached out to help me in this forum is offloading me to someone else, and can't call me to discuss, instead the preferred method of communication is by chat or email....... very strange for a telephony company!!

[Toby]

Hi @Anonymous,

I unfortunately cannot call you, as I do not have access to relevant info on your account(s). This community specialises in customer-customer advice, not as direct customer service and I look after the community exclusively. I have taken details from you and have contacted my team in order to help you. This is the most I can do in my position as Community Manager. This is not to say you will not be called by someone else in the O2 team, but I simply asked for other details in case we could contact you that way.