O2 shocking customer service and replacement phone

[Anonymous]

Hi all.

i recently had my Samsung galaxy s7 edge replaced due to my iPad falling n smashed the screen.

i had it in rose gold. Such a pretty colour.

my replacement phone arrived after a week of having no phone. I opened the battered box to find something that would make a chav happy. The phone is a tacky gold colour. The phone was covered in finger prints and the protective sticker was clinging on for dear life. I all honesty, it looked like a 2 year old had packed it and stuck the sticker on.

i contacted o2 only to be told that it's in the t&c, the phone is insured not the colour and the insurance company send what they have in stock. 

She told me it's not her problem I didn't read the t&c, I told her that I did. In October last year when I took out the contract. Would also of been nice to be told this information by the insurance company. I mean I rang them 4 bloody times, not once was that information reiterated.

i mean seriously though, it is a vital piece of info. What if you were a man receiving a pink phone? I don't have an idyllic memory and I certainly didn't memorise all the t&c. I'd be surprised if anyone had to be fair

If id of wanted a chav coloured phone I'd of ordered that god awful colour in the first place.

the woman from customer service tried to compare my phone to a dyson Hoover?

any advice?

[Anonymous]

So o2's incompetence strikes again. 

After the phone call call on Saturday where the agent that I spoke to said that because the phone wasn't signed for they are sending out the correct colour handset.

nit heard a peep from o2 all weekend.

i rang up today questioning it. When someone from o2 says it's being sent out, you like to believe that right? I mean how could they ever take the *bleep* out of you?

basically there wasn't a phone being sent out. They don't know why that agent said that. The request he made was cancelled. Was I informed? No was I ******e. 

The agent i spoke to repeated over and over about the handset being insured not the colour. I've heard that 1000 times, what are they robots? 

Anyway yet yet another complaint has been logged and I actually spoke to a manager today. Basically all the ****** that I have heard from o2 since receiving my chav phone they are still standing by the fact that this tacky piece of gold ******e is now my insured handset. Like crap it is. 

So so I logged a complaint about the person who couldn't even manage to repeat that I may not get the same colour. Apparently according to the manager I spoke to about 10 mins ago I could of actually said IF the agent mentioned that small fact. I could of requested for a pink phone to be sent out.

i had reset that piece of crap back to factory settings.

anyone with any advice? 

[MI5]

https://www.resolver.co.uk/

[Anonymous]

Update

i just turned my phone on to put everything back on it n the screen is flashing green? 

It wont even let me unlock it. I've tried turning it off n then on again. 

Oh god this Is dodgy af since I've just spoke to them this morning! 🙈

[MI5]

That's fixed your initial problem then.

[Anonymous]

all I can do is laugh 😂😂 

it has fixed my problem. Perhaps the phone was helping me in some way 😂😂 

oh god they ain't gonna believe me are they 🙈🙈

[MI5]

Lol 😂

[Anonymous]

I contacted o2 insurance on Friday. As my stupid tacky gold Samsung galaxy s7 edge had broken.

i asked if I could choose the colour I wanted, he said yes. He also said what's the point in me receiving a phone that I didn't want the colour of in the first place! Omg I thought I was getting somewhere. I requested a pink phone. The colour I wanted in the first place. 

So my refurbished phone arrived 20 mins ago. Got another ******ty tacky gold thing again. Smh. I don't think there's anything on the internet that I can buy that covers up the ******ty colour of this phone! 

Thanks o2 insure for being such a bunch of ****** 😡😡

[MI5]

Maybe the guy was colour blind

[Cleoriff]

Sorry to hear about this @Anonymous. By the way your previous thread relating to this phone (and colour) is here https://community.o2.co.uk/t5/Discussions-Feedback/O2-shocking-customer-service-and-replacement-phone/m-p/1054887/highlight/true#M91989

[jonsie]

Pink must be in very short supply, so in the meantime.... 

Sorry @Anonymous 25, I know it must be so frustrating for you and not in the least bit funny for you, but I couldn't resist. Speaking now as someone who woke up and found a foot sewn back on 90° to the right! 

Seriously, you could try a complaint but you could be waiting a good while for pink. 

http://www.o2.co.uk/how-to-complain