O2 lost my iphone and then charged me for it

[Anonymous]

I sent my iphone back to O2 recycle - they'd been rather aggressively mailing me to do this from the moment I ordered my new Iphone 6S. I used their prepaid packaging and it disappeared in the mail. They say 'tough' we 'advise' you to pay for tracking. 

Then, the contract people, about a month after they lost the phone, send a letter to tell me that under the terms of my new contract I actually have to return it to them, otherwise they charge me for it. This is the first I've heard of it (and I've been a customer for years). Of course, take out the magnifying glass and in 2 point size on the econtract it does indeed say this. 

I speak to customer service - on various types of hold for an hour - ultimately they say 'there's nothing we can do - can I help you with anything else' Help I say, you've been no help at all. I say I'm leaving, they merely point out the contract runs to 2017. 

'Customer service' pah - there's only the small print, the money and some robots to tell you 'sorry, computer says no'

I don't suppose Vodafone can be any worse. I'll find out in 2017 I expect. 

[jonsie]

I would strongly advise you to call royal mail. As said, a lesson for everyone here.

[Cleoriff]

I have learnt to track everything now.....Whether it's via Royal Mail or Hermes....or whoever...

[MI5]

Did you even get a proof of postage?
Royal Mail could probably start a trace from that if you did.

[adamtemp64]

The only contract that o2 used to sell consumers was o2 lease that required the handset to be returned at end of contract ( this was withdrawn and then was business only)  . Otherwise all consumer contracts the consumer owned the phone from day one . Unless a refresh contract until you payed the device plan in full .

it it would help if you explained the full situation so we can help advise you ( as we are all customers like you)

[MI5]

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@adamtemp64 wrote:

The only contract that o2 used to sell consumers was o2 lease that required the handset to be returned at end of contract ( this was withdrawn and then was business only)  . Otherwise all consumer contracts the consumer owned the phone from day one . Unless a refresh contract until you payed the device plan in full .

it it would help if you explained the full situation so we can help advise you ( as we are all customers like you)

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Could it be the iPhone 6s 30gb tariff where you can exchange for a new phone after 12 months?

[Anonymous]

I think the answer is for O2 Recycle to change their system so there's no chance of them getting nicked (picked up by DHL perhaps) or at least reimbursing customers when they do go missing. It's not good enough to send pre-paid packaging and leaving it to chance whether they arrive or not. 

[MI5]

I guess they could send a courier and take the cost off the recycle value?
That should fix it.

[adamtemp64]

That is my tariff mi5 but it only started last month so I expect that would only kick in next year after 12 months device payments ! 

(That reminds me must update my signature)

[MI5]

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@adamtemp64 wrote:

That is my tariff mi5 but it only started last month so I expect that would only kick in next year after 12 months device payments ! 

(That reminds me must update my signature)

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Yeah, but the op mentioned "under the terms of my new contract" so I read that as a recent renewal....

Anyway, no matter

[Anonymous]

The other thing they need to do is make sure their left hand knows what their right hand is doing. Why is their recycle operation pressing me to post my phone to them when the contracts department need it back. And why leave it so late to clarify they need it back. 

It just makes you think O2 is this big unaccountable machine that doesn't work properly, or really care what happens to customers who've been with them for 12 years. Loyalty is not repaid.