So, I accidentally cracked my phone's screen. I filed an insurance claim with O2, took the phone to a branch store, got confirmation for the scheduled courier pick-up. All nice and sunny.
That was Monday last week. On the week-end, seing that I had no news from O2, called the store where I'd left my phone (and where I was supposed to pick up the repaired/new phone). No one answered. Voicemail full. Yesterday (one whole week after I'd left my phone there), I passed by the store to find out what was going on. An insouciant employee told me the broken phone was still there, having never been picked up. Hmmm.
Today I called O2 insurance, only to find out the courier had been there last Tuesday, but was told there was no phone to pick up. So I called the store again. No one answered. Voicemail still backed up. Kept calling for like a dozen times. Someone finally picked up. I was angry by now. Before I could repeat all the details of the nice little story, I mentioned that I was calling so that someone could do their "job". The guy at the other end got all loud and menacing, inviting me to come to the store to "tell that to my face". After which he simply hung up.
With little else to do in life, I obviously went and patiently waited for someone to approach me. I told them I had been invited to come in person so that they could apologize to me. It was easy to find out who had talked to me earlier over the phone. It was even easier for every single employee there to decide that, simply because I had said they should do their " job", they would not serve me in any way. None of them had the slightest curiosity to find out why I was actually there, how they had screwed with my life for a week or how they could fix it.
I was not going to leave, so they called mall security. The two guys that showed up were most gracious. I explained why I was in the store and why I was not going to leave. Not long after, the police showed up. Four of them - two plainclothes and two uniforms. I explained for the nth time why I was there, how there was no reason for me to leave (hadn't been loud, hadn't used any bad language directed at any individual, had kept my cool all along and so on).
It took the police showing up to get an O2 employe to hear me out - how they'd screwed up, how there is another pick up scheduled for tomorrow, how I needed them to do their job. At the end, I offered to shake hands. I was refused. As for an apology, no whiff of it. I shook hands with the officers instead, apologized for their having been dragged into such a trivial matter, and left.
A bunch of incompetent O2 employees with egos of 5 year olds and a hyperinflated sense of decorum (the irony) wasted a week of my O2 contract and half an hour of six security personnel's time. Let's see if the matter will be sorted out eventually. I can't wait to go back to the store to pick up the repaired/new phone and thank everyone for doing their "job".
