Hi, can someone please give me an idea of where I stand?
I took out a contract for an iphone 6S with O2 in January. I also opted for the £6 per month Accidental Damage Insurance, which covers for broken screens and water damage I believe.
At the start of the month, whilst on holiday, I dropped my phone. The damage to it was minor, about 4 cracks on the screen, but knowing that I had the Accidental Damage Insurance, I decided to make a claim.
I did this on the 5th September, 3 days after the incident.
As informed, DPD came and collected my iphone the following day on the 6th September, leaving me with proof of collection and a tracking number.
In the week that followed, I checked DPD's website everyday and called the O2 customer service team 2 times to query why my phone had not yet arrived with the insurance department. Each time I was informed that it was still within SLA and 'not to worry'.
On the Monday after that week, I called again as still no news or update on DPD's website. To be told that DPD had LOST my iphone and that an investigation had begun. The gentleman I spoke to that morning could give no idea of timescales as to when the matter would be resolved but informed me that if DPD had lost my phone for good, that O2 would give me a NEW iphone as a resolution.
Still having heard nothing, I called the following day and spoke with someone else who asked if I had the proof of collection for my iphone. (I had already informed the gentleman I spoke to the day before that I did indeed have this). Anyway, this girl said that if I could send this proof over in an email to them that they would be able to issue a replacement phone to me straight away.
When I sent this proof of collection, I also raised a formal complaint and said that I was NOT happy with a replacement phone when O2 had effectively lost mine in their care, and that I expected a new iphone to resolve this matter.
Oddly, around an hour after my complaint email, I received a text to say O2 had received my iphone and a claim acceptance email. Wondering what on earth was going on, I rang O2 again that evening to ask if my phone had now been found. I was informed at this point that my iphone had arrived. THIS WAS A LIE.
DPD informed me 48 hours after this that my iphone was still missing, according to them.
I received a replacement phone but have informed O2 on a number of occasions that I am unwilling to accept this as a long term resolution for my complaint - I pay £60 per month for my contract. They LOST my iphone and LIED about it - why should i be left with a 2nd hand phone?! Am I right?
I was told that my complaint would be investigated and that the replacement phone had been sent in the interim whilst my complaint was looked in to. This was 5 working days ago.
I have today chased this matter, having heard nothing again, and explained that I have not used the replacement iphone sent. I don't want to go to the hassle of downloading all my apps/saving all my contacts etc etc if this phone will need to go back to them.
I have now been told that O2 will not be retrieving this replacement phone?!
What does this mean?
Does anybody have any idea on where I stand in relation to the above, and whether O2 should be able to issue me a new iphone as a resolution for all of the above issues?
Surely I can't be expected to be satisfied with a 2nd hand replacement phone?
Thanks, scon92
