O2 Repair and compalint

[Anonymous]

I've just receveid my Xperia Z back from O2 repair due to the wireless constantly dropping a network after connecting to it and then reconnection after 30 seconds or so. It's a fault that they wouldn't dupplicate apparently because they reset the unit - and the fault appears once its been running for a whilte. 

Anyway that's not really my problem. The handset has come back and it's been damaged. So i contacted O2. The below is a transcript of my conversation with them:

Gareth: Hi Elliot, i'm hoping you can help. I just received my phone back from repair. The engineer says they couldn't find a fault, which I suspect is because they ignored what I wrote to them, but also the phone now has a small chip on the bezel.
O

*** Removed text here as it contains confidential information ***
O2 : elliot: Thank you so much 
O2 : elliot: I can see our engineers couldn't find a fault and sent your phone back to you 
Gareth: So they've said in the letter yet. I'll not be switching it back on until later as I'll need a wifi signal to set it all up. 
O2 : elliot: I'll just forward all the details by mail to repair team and they'll let us know the fact what is happened and why its happened 
Gareth: OK. 
O2 : elliot: And we'll get back to you once we receive reply from our engineers 
Gareth: But what about the chip. I'm very careful with my phones and short of a few minos scuffs I know for a fact that there wasn't any chips off the bezle
Gareth: bezel
O2 : elliot: Is that memory card ?
Gareth: No sorry it's the edge of the device. There's a clear chip out of it you can see it and feel it when you run your finger over it
Gareth: It's at the top of the screen
O2 : elliot: Ohh 
O2 : elliot: I'll just forward all the info and coordinate with them for this
Gareth: OK
O2 : elliot: Is there anything else I can help you with?
Gareth: Can you tell me what the process for this will be? As far as i'm concerned the repair company has physically damaged my phone
Gareth: which is unacceptable
O2 : elliot: Gareth that's what I'm telling you I'll coordinate with them and they'll let us know the exact issue if they physically damaged your phone so we do the needful 
O2 : elliot: But for this you must have to wait I'll keep personally track on it and do this for you ASAP
Gareth: Right e oh. Thanks
O2 : elliot: You're most welcome
O2 : elliot: You have been very patient and very kind .
O2 : elliot: Have a lovely day ahead.
O2 : elliot: Take care of yourself
Gareth: You too
O2 : elliot: Thank you so much

Just wondering if anyone else has had such sarcastic responses from O2. 

Wondering if anyone has bothered to submit complaints to them?

[Anonymous · Accepted solution]

Not sarcastic, they just haven't got a clue what the actual issue is!  They are just forwarding the info on.

Contact O2 on the phone for now, then see how far you get - should be a much easier conversation than the Online chat...

[MI5]

That's not sarcasm, it's just "lost in translation". They always sign off with the same sayings....
Raise a complaint about the damage - at least then you have logged the issue.
http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE?New,Kb=Companion,question=ref(User):str(Mobile),C...

[Anonymous]

Hi.

What a mess !

Did you happen to take any pics of your phone , time /date stamped or next to a copy of that's days newspaper to have evidence that your phone was sent off in good condition ?

This would help support your complaint.

[Anonymous]

Thanks for the suggestions. I'll give them a call when I get home from work. 

Sadly I didn't take a photo of the device before hand. Didn't even occur to me unfortunatly.

[Anonymous]

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@Anonymous wrote:

Thanks for the suggestions. I'll give them a call when I get home from work. 

Sadly I didn't take a photo of the device before hand. Didn't even occur to me unfortunatly.

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They should be ok about it but they could be awkward if they wanted and say the damage was already there....even though it wasn't without proof it could be tricky.

I doubt it would ever get that way though with a company the size of O2, they should just resolve it for you without any fuss.

[Anonymous]

Unfortunately the same happened to me so now I always take photos of anything I send away for repair or refund.

A learning curve I try to share with others.

I hope they resolve this reasonably for you.

Would you mind updating your thread when you know more ?

It would help others that may find themselves in a similar predicament.

[jonsie]

Normally when a phone goes to O2 for repair they refuse to deal with it if the screen is chipped so that would point to there being no damage when received. Good luck with your complaint.

[Anonymous]

Its up to them to prove it was there as much as you to prove it wasnt Good luck dont let them get away with it