Order stuck in processing for replacement phone

[Tesslater]

My frustration is getting the better of me and o2 customer service agents are not providing anything useful. 

I sent my pristine condition phone for repair 30th October. Got told they don’t repair the Honor Magic V3 so they’d send a replacement. Replacement arrived with scratches all over it and a big dent in the back. 

o2 said they’d send a brand new one, order placed for that by them on 7th Nov. Three weeks later order was still stuck in processing. They cancelled it and placed another. That order is now stuck in processing too. 

Been to o2 store and they wont give me a phone. 

o2 customer service just tell me to wait. No time scales, no explanation, nothing. 

I’ve sent a complaint email to their address but is there anything else I can do? I just need a phone from them. There can’t even suggest a reason why it’s stuck, it’s so bizarre. 

[pgn]

In cases like this, you have to persist - try the O2 Social Media team on X or FB messenger, links in this Guide: How to find help & contact O2 

In the meantime, is there no other useable phone, say one from a previous upgrade, or from a friend or family member, that you can use to get you by? Decades ago I had a phone fail, the local O2 Shop lent me a replacement until mine was repaired - I jest not, it was almost from the ark!

I do find there is one somewhere that will tide me over until repaired on is returned, @Tesslater.

[Oxonian]

A warm welcome to this O2 customer to customer community @Tesslater. 

Just to add that it is currently taking O2 up to eights weeks to investigate and respond to complaints ; so do not hold your breath thinking that your complaint will expedite matters. 👍