Faulty Sam S9

[DaveS]

Hey all. I have a issue with o2 and am looking for advise. Purhased S9 through CPW Aug 2018. Mid Oct 2019 lost signal. Nothing. Went to CPW, referred me to o2. Said purchased phone from CPW. Faulty. What do i do? Sent me packaging. 5 days to sort. Brilliant. Happy with that. Sent phone. Tracked. Received. Expected 5 days later. Nothing. Called o2 repair. Waiting on o2 Admin. Called o2. Checked notes. Said the phone should have went to CPW. Said check call recording. O2 sent me packaging. Told me i need to have phone back and deal with CPW. O2 repairs cant send the phone back. Phone is faulty. O2 happy to accept their error and will authorise a refurb replacement. Again happy with this. A further 2 weeks on no phone. The supplier has none in stock. O2 not helpful. O2 repairs even worse. Complaint has fell on deaf ears. Any advise on what i can or should be doing?

PS - Apologies for the story. Just wanted to cover all points.

[MI5 · Accepted solution]

@DaveS 

Once you've made an official complaint it blocks the help channel here. 

Complaints can take 10 working days to get back to you though so don't lose all hope of a resolution from them, although it will be a sit and wait if there are no phones in stock.

[EmilieT]

@DaveS I'm sorry to hear about your recent experience! Unfortunately, as @MI5 explained, once you've made logged a complaint we aren't able to help via the community anymore, but it'd be great if you could let us know how things are progressing please, in case there's more feedback we can pass on on your behalf on the overall process

[DaveS]

Hi all. I had a complaint handler call me who was the most helpful person in the whole process. They managed to source a phone which i have just managed to set up and all working. I was grateful for the individual who provided a resolve which is all that i wanted.

Thank yiu for taking time to message. I really appreciate it

[EmilieT]

@DaveS Great to hear you're all sorted now, that's all that matters in the end! Thanks a lot for updating us as well, I hope you had a nice weekend