I wonder if others may have experience or advice on the following?
I purchased a Sony Xperia Z1 Compact online in May 2014 on O2 Refresh. For 11 months, it was the best handset I had ever owned. Then my problems began.
I started having troubles with charging the device. I went into an O2 store on the 10th April 2015 and it was sent away for repair. I got the device back on 15th April stating that it was a loose usb causing my troubles. I returned home and within a week, it was having the same trouble. It was sent off for repair again on 21st April. It returned to store on 24th April with a note explaining that no fault could be found. Sure enough, I experienced the same problem the same day. It was sent back within and hour of me collecting it on 24th April.
On 29th April, my handset was back in store. This time, I was sent a replacement. At first glance it look as in good condition as my last (which was as good as new).
This was not to be. After an hour or so of re-configuring my information on the device and updating the software, I noticed the "vibrate" function had a mind of its own. It works intermittently and useless to me whilst in "silent" mode on which I rely. I was disappointed to find my replacement was a refurbished handset.
As a keen photographer, My main reason for purchasing this device was for the camera. Upon inspection, I noticed what appears to be a hair or fiber right across the camera lens. I tried to blow it off, only to discover it was under the casing and in the lens itself. My replacement had more faults than my original device.
Feeling incredibly let down, I went back to the O2 store where I was informed my "new" phone could be sent back for repair. While although polite, It was claimed there was little more they could do.
This time angry, I went onto the complaints section of the o2 website where it tells me I can talk to someone about my complaint by calling 202. Having called this number, there is in fact no option to make a complaint.
I relented and used the "chat" feature. Which is where I come to the climax and quite frankly, appalling part of my experience.
After talking to roughly 8 people (after being transferred between departments) I was informed I could have another refurbished replacement. I do not consider this to be an acceptable replacement, firstly because I have lost all faith in this device to function without serious issue and secondly, because I do not trust the repair center to send a fully functioning device which has been checked as thoroughly as claimed. Or, I could cancel my contract (which I seriously considered doing as I do not feel a valued customer). This would cost me the £180 I have remaining on my phone contact, effectively, this means paying £360 for a phone that still does not work properly.
At every turn, I have felt let down by O2. I have spent the best part of a month without a fully functioning device, I am continuing to pay for a service I am not receiving and when I attempted to complain about the service, it fell on deaf ears.
What I have been offered is not an acceptable solution. Having has 2 faulty devices, I do not want to risk a third for the £25 a month I am paying.
I sent the above information to the Complaints Review Service but I don't hold out much hope.
