O2 sent DPD to collect phone to repair and they've lost it! Where do I stand?

on 04-01-2014 11:09
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on 04-01-2014 11:09
I'm not sure where else to put this as O2 doesn't seem to want to answer my emails and its vital that I get a response soon.
On the 20th Dec 2013, O2 arranged for DPD to come and collect my iPhone 4S of me to get repaired or replaced, which they did collect of me and I have the tracking slip as proof. Everyday since then I've been checking my tracking to see where it's at and it still says its on its way to their own sorting facility which is the 2nd step after collecting the parcel of me.
O2 has sent me 2 emails saying that we still haven't received your phone so I sent 2 emails to DPD asking what's going on as its a next day service. They eventually got back to me and said the following:
Good Afternoon John,
Thank you for your email regarding parcel number: XXXXXXXXXX
Firstly, please accept my apologies with the delay in our response. This is due to a higher that normal amount of emails being received.
I have checked your consignment on our delivery system and we have not had a depot scan since the 22/12/13. This would indicate that this parcel has been lost.
Please can I ask you to contact the sender of the item to advise them you have not received the item, as they will need to contact us to raise a missing parcel search investigation.
Apologies for the inconvenience.
I've since emailed O2 twice to numerous emails in hope my message will get seen and unfortunately no one has got back to me.
What I would like to know, is where do I stand now. I've now been without a phone for 15 days now and i will probably still be expected to pay for this non mobile use upto the point of getting a phone back. I start work on Monday and my job relies heavily on a mobile phone, especially a smart phone.
O2 are the company who arranged for DPD to collect my phone and they have lost it so O2 are just as responsible. Because my phone has now been lost (stolen) does this mean I am entitled to a new phone as O2 will claim of DPD?
Please can someone see this message and respond or respond to my emails as I'm really angry with this whole situation.
Regards,
John
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04-01-2014 11:11 - edited 04-01-2014 11:15
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04-01-2014 11:11 - edited 04-01-2014 11:15
You could fill out the online Complaint form http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE?New,Kb=Companion,question=ref(User):str(Mobile),C...
Or perhaps @toby can you help this person ?
Op Toby is O2 site management.
You can private message him.
http://community.o2.co.uk/t5/user/viewprofilepage/user-id/60444

04-01-2014 11:11 - edited 04-01-2014 11:15
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04-01-2014 11:11 - edited 04-01-2014 11:15
You could fill out the online Complaint form http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE?New,Kb=Companion,question=ref(User):str(Mobile),C...
Or perhaps @toby can you help this person ?
Op Toby is O2 site management.
You can private message him.
http://community.o2.co.uk/t5/user/viewprofilepage/user-id/60444
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04-01-2014 11:16 - edited 04-01-2014 11:19
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04-01-2014 11:16 - edited 04-01-2014 11:19
In situations like this email is not the route to take you need to ring o2 and report this or at the least use live chat.
I doubt Toby will be around until monday
O2 will reimburse you for non usage once the situation is resolved.
Can you borrow another o2 phone and ring them on 202?
P.s. just sent @o2 a direct message on twitter linking to this thread as they seam to be active today
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
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on 04-01-2014 11:22
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on 04-01-2014 11:22
I agree with adamtemp64 - email would not be helpful for you in this situation as you need a more quicker response.
I highly doubt that you will be left high and dry without a phone as you have proof that you gave the phone to the courier and you also have the email from the courier to say that it has been lost.
It is common for couriers to lose items, moreso during the christmas period.
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on 04-01-2014 13:17
DPD & O2 need to talk to each other.
O2 sent DPD to collect it which they have & you have proof.
DPD have then admitted they lost the package so DPD need to arange with O2 to replace it.
As for Twitter, I know DPD do respond to tweets as they where mentioned on there yesterday & responded pretty quickly.
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on 04-01-2014 13:19
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on 04-01-2014 13:19
Shawmiester @o2 on twitter have asked if you can tweet them directly
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
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on 04-01-2014 14:11
I've just tweeted @O2 asking them if we can email the situation rather than through Twitter. I don't want bad publicity for them. I currently don't have access to a O2 phone to ring anyone which is why I've been having to email.
How long did it take O2 to respond on Twitter? I've had no response yet
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04-01-2014 14:18 - edited 04-01-2014 14:19
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04-01-2014 14:18 - edited 04-01-2014 14:19
o2 took about 1 hour from my first dm I will dm them your twitter name so they can find you quickly.
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
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on 04-01-2014 18:41
I'm in the dark here and I need O2 to contact DPD as soon as possible.
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on 04-01-2014 18:51
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on 04-01-2014 18:51
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

