DPD Lost/ stolen IPhone

[TishaRose282938]

I ordered a new iPhone on the 14th of May and it was due to be delivered by DPD on the 15th… it’s now the 23rd and DPD confirmed on the 19th that the phone had not been scanned since the 15th so it was likely to be lost or stolen at the depot….

O2 have been less than helpful, they have raised an investigation with DPD but have offered me nothing else, no replacement phone or anything. 

Under the Consumer Rights Act 2015, O2 is the seller, and the contract is between myself and O2 — not DPD. That means:

• It’s O2’s obligation to ensure the phone is delivered to me.
• If the item is lost before you receive it, O2 bears the risk, not me.
• The investigation between O2 and DPD is their internal matter and should not delay my right to a replacement or refund.

I have tried to explain this to O2 customer service until I’m blue in the face, but I am no further forward and still have no idea when I will receive a replacement… there is also no option to cancel the order/ contract as I have debated ending it and going with EE instead… 

has anyone else had this problem and knows a solution please? 

[pgn]

Firstly, contact the Sales Team via Social Media, @TishaRose282938 - the two links just below go to the same team, one via X and one via FB - and the history of your interactions will be retained.

Secondly, yes, the issue is between O2 and their delivery agent, DPD in this case.

Be persistent with the Social Media Team.

Good luck.

[MI5]

@Dave-O2 

[Dave-O2]

Thanks @MI5 

@TishaRose282938, please drop me a PM with the mobile number linked to the order or your order number.

Just to set your expectation i won't be able to pick this up until Tuesday 👍

[TishaRose282938]

Hello! 
thank you to everyone who replied….

the biggest issue seemed to be that because this issue is uncommon, almost everyone I called was completely confused on what they should do even when I stated the civil law. I was passed around for 2 weeks ! I eventually decided that I would simply cancel the contract and whole order and go with another supplier instead… when I called to do this, the lady who answered realised the poor customer service from the previous call handlers and got her supervisor to look into it. Within an hour she had cancelled my contract for me, had re-ordered the phone with a better contract at no extra charge… and I was offered £50 off of the new device which (fingers crossed) should be here today in less than 24 hours! 
it seems that the call handlers could do with some better training around these issues as they are all great at selling a product.. but not proactive when there is a genuine problem with that product! 
I have been an O2 customer for over 10 years and I very nearly switched to a new company yesterday! 
it’s a shame there isn’t an option to leave feedback on call handlers, as the lady I spoke to yesterday was amazing and actually listened to what my problem was.

Essentially if this ever happens to you, call to cancel the order as it hasn’t arrived, as long as the courier have confirmed the product didn’t arrive, O2 cannot dispute cancelling the order! Then simply re-order the product and airtime plan again… which will be delivered the next working day..

it will save you 2 weeks of waiting for nothing! 

[gmarkj]

I think the community manager @Dave-O2 can take your feedback and pass it on to the person who resolved this @TishaRose282938 

[Dave-O2]

Thanks @gmarkj 

@TishaRose282938 Drop me a PM with your mobile number and the approx date and time of the call and i will get this fed back 👍

[gmarkj]

To send a PM @TishaRose282938 , click on Dave's name above.

On the next page look for a button that says "Send a Message" and click that.