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?

[MI5]

Call back and reject the phone.
You are entitled to refuse and wait for the correct phone but you may have to wait a while for stock to arrive.

[Anonymous]

Thanks 👍 I'll give that a try 😁

[MI5]

Stand your ground with them as you are in the right and let us know how you get on please.

[Curr946]

by the sounds of it, the gold one might drop too...

[MI5]

They are very slippery

[Anonymous]

Lol! I received my letter from the customer relations team this morning politely telling me to like it or lump it. 

Im currently on the phone and told them I don't want that colour and I've been made aware that I can refuse it. He said I can't as I signed for it.

as luck would have it when the phone was delivered on Monday I was at work and the courier from the delivery company left it on my doorstep. My neighbour saw him leave. So I didn't sign for it.

after so long of being on hold he came back and said that because I didn't sign for it they are sending me out my pink phone! Who knew that's all it would take!

[MI5]

Crazy isn't it !!

[Beenherebefore]

No, that's being pathetically inept at performing your job function correctly..........all too common in the O2 organisation.

[jonsie]

Good luck with this 😉