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

[Anonymous]

Ok first of, this is the first time I've ever posted something on here so apologies if its in the wrong thread. I just need someone high up to see this message and get back to me.

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

[Anonymous]

Hi.

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

[adamtemp64]

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

[gemz4the1]

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. 

[Anonymous]

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.

[adamtemp64]

Shawmiester @o2 on twitter have asked if you can tweet them directly

[Anonymous]

Thanks for your help Adam and everyone else. You've been a massive help and your response time is brilliant.
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

[adamtemp64]

o2 took about 1 hour from my first dm I will dm them your twitter name so they can find you quickly.

[Anonymous]

No emails or Twitter messages from O2 yet... If I don't get a response by tonight, I'll have no alternative but to try Live chat (no access to other phone) but I was hoping to get a response from someone high up who can deal with this matter, can give me some form of apology and who will know exactly what the next step is.

I'm in the dark here and I need O2 to contact DPD as soon as possible.

[MI5]

Can you not just put your SIM card in another phone?