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? 

[Cleoriff]

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@Toby wrote:

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.

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Exactly as it should be @Toby You do what you can within your remit. The forum can't spread their wings to be another arm of customer service. Oh hang on........:smileywink:

[Anonymous]

@Toby has done the most that he actually is able to @Anonymous now you have to wait

[Curr946]

May want to take screen shots of the data to confirm the facts, hiding any sensitive data such as numbers. What is it your more unhappy with, the refurb phone or the fact it still had data on it. I think your in a good position to ask for a replacement as clearly the handset was not correctly tested/flashed and so on.

[Anonymous]

@Curr946 the OP understands about refurbs. Its the data issue & the fact that a broken phone was sent out. If you have read you will see that they are getting nowhere unfortunately & they have tried everything. I highly doubt they would ask for a replacement when they have already had a faulty one & is trying to get it resolved

[Curr946]

Why wouldn't they ask for a replacement... it an insurance claim gone bad. Regardless of the issue, the handset they have been sent is not fit for purpose so they should ask for a replacement, the only other option is to ask for a cash settlement and this is down the insurer t&cs. I don't have those handy.

[Anonymous]

I doubt they would get a cash settlement but the only thing they can do is wait

[Curr946]

well its not an excuse to cancel the contract.

[Anonymous]

Its nothing to do with the contract. The OP has paid for insurance therefore a suitable refurb phone with no issues should be available

[Curr946]

That was my point....

[Anonymous]

Sorry @Toby, but I'm not going to get into a "he said, I said" debate, I know you've done what you can, which is pass me to someone else because you're not empowered to do anything else, the same as your colleagues, however, you did ask me for an email address for communication, which I found, and stated as such, that this was strange for a telephony company.

For those saying I need to wait, I've certainly done that, and will continue to do so, after all, I have right on my side, and as you're all aware, those with right always get what's fair.... oh, no, I'm mixing up Disney stories with big busines, oops 😞

For those saying I should accept a refurb, I did, and look where that got me, so would you want a refurb given those circumstances, or would you believe you're entitled to a slightly better service than no-one calling you when they say they will, being on hold constantly when calling them, and basically being told tough, that's the process.

I'm confident that the Ombudsman will see it my way, and that receiving a faulty phone with someone else's data on is not the way to treat a paying customer.

BTW, no one at O2 has offered to freeze my bill whilst they try to sort this, they're still taking their money from my account.