on 24-01-2015 23:04
My phone was recently sent to Microsoft for repair (Lumia 630), having initially spoke to o2 about the problem, they advised they would ring me back, when they could get a connection with Nokia, o2 did ring me back, but advised me that they could not get through to Nokia. So i went online & did a do it yourself fix it through Nokia online tech-site, it was a step by step instruction, & final analysis was, i had a fault in my device, they woud arrange to collect my phone, repair it & send it back, it has been repaired, i am now awaiting delivery. The device is still under warranty.
Had online chat with customer services, they put me through to a Guru, well what a performance, really did not have a clue, so i thought it must have been me, well they could not resolve it, so i opted for nokia tech online. After, i spoke to online chat for repairs, explained my problem, also would i get a reduction for lost air time, they said it was pay monthly by default, so i had no joy there. Then they advised that i would have to visit my local store to gain a loan phone for £25.00 deposit, i couldnt go anyway as i am disabled, so i declined the offer, next the same person said i would have to deal with Microsoft on my own. Well it is a damn good job i did, my problem was solved. O2 im afraid, i have definitely lost all confidence in them. Its bad enough waiting for updates, well thats another story.
on 24-01-2015 23:09
They won't offer a refund of service charges as the sim can be used in another phone whilst yours is away for repairs.
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
on 24-01-2015 23:10
We do not recommend Live Chat on here for ANYTHING more than the most basic of things, now you can see why.
Glad to hear you have got things sorted yourself though don't shout too loud about it or o2 will expect everyone to do it.
on 25-01-2015 06:21
Another chat success story. It's always better to deal direct with the manufacturer and I'm glad they have given you such good service. Hope the phone is back with you soon.
on 25-01-2015 09:47
I've never been in that position but having to pay a £25 deposit for a loan phone seems reasonable enough to me, assunming it's refunded when the phone is returned of course. Unfortunately your disability made that option unworkable, I really don't have any answers about what the best option would be.
I also have had a positive experience returning a 20 month old Lumia 620 phone direct to Nokia/Msoft (Faulty power button) Msoft diagnosed online, collected repaired and returned within a week (Christmas week too) free of charge. What else can you say but superb service.