REALLY terrible service from O2,,i mean TERRIBLE, wasting my time and money

[Anonymous]

I rang O2 as i had returned my new phone (faulty) - I then contacted online support (waited over half an hour to actually communicate with someone), they told me that my contract had been cancelled and I would have to re - upgrade. They gave me the number. I rang the number, I waited 52 minutes on hold, to get through to a human being, who told me (shirtily) that I couldn't upgrade and I would have to go through to repairs and returns. I asked to speak to a manager as I wasn't happy about wasting my time and money. I was then put on hold for a further 30 minutes AND I HUNG UP. I went back online, this time the person told me she could arrange the upgrade. I got the phone and it was a REFURBISHED one! No mention of this at all in the dialogue. It was sent straight back. I have now spent more time ringing O2...... really bad mis-information. WHY are there so many mixed messages. There should be a standard response, terrible, terrible service for a company this size and for a customer who has been with O2 for over 20 years.

[jonsie]

A bit of a mess. So do you currently have a contract and phone or not?

[Beenherebefore]

And how new is "new" ?

[Anonymous]

so are you still an o2 customer or not and did you send your sim card back with the upgrade or have you sent that back too? This is all a bit confusing 

[Anonymous]

a refurb handset is a handset that is made to be like new, with any damaged parts replaced and screen replaced etc to be honest you wouldnt even know its a refurb handset, you still get the same warrenty and same support etc.. just dont get the original box... 

I dont want to sound fussy but you cant really complain about service if as you said you terminated a call after requesting to be put through to someone!... 

[Anonymous]

If this was my situation I would certainly be putting it in writing here http://www.o2.co.uk/how-to-complain/complain

[Cleoriff]

I am sorry but I think this business of people trying to get through to O2 is getting beyond a joke!

We have had so many posts on here over the past few weeks about the self same thing.

Yes I know its iPhone silly season but this is no excuse for treating the rest of their customers as second class citizens.

Over 2 hrs spent on and off a phone trying to get a problem resolved (or any other type of assistance) beggars belief

I think O2 should thank God for this Forum. .. apart from account issues, most everything else is being sorted here....

[Anonymous]

I received my iPhone 6 last week and it was faulty so I got advised to send it back to get repaired, however I got told it could take up to 2 weeks to get fixed, so I told them I will just send it back. I have spent 5 hours this week just trying to get through. I finally got through today to tell them I was cancelling and they turned around a said they haven't received the phone so I will be liable for the contract of £720, to say I am raging is an understatement. I have proof of postage for the phone.

[MI5]

But do you have proof of delivery?

[Anonymous]

Yes I have the receipt.