O2 repairs

[Jamieww]

Hi,

I handed my O2 pay monthly mobile LG G4 into my local O2 shop for repair under warranty.

I was told online that I would be able to get a 'loan' handset whilst it was being fixed for a £25 deposit, suprise suprise my local shop said they had no 'loan' handsets, so I am stuck without a working handset until It is returned. To be completely honest the customer service online was fantastic, I only took it to the shop to speed things up (or so I thought), the shop service was appalling, trying excuse after excuse as to why the mobile wasn't functioning. 

Now I managed to get one text message from O2 saying that they were sending the mobile for repairs - as if I didn't know! they also linked me to www.o2.co.uk/repairs to track the repair..... I have tried various laptops and Ipad & mac and keep getting a dead link.

So I tried logging into O2, checking my account and found a track repair link which gave me a page asking for my postcode and a repair number. So I put in my postcode and wondered what the repair number could be, then luckily I remembered that I has handed a receipt. So I enterered the repair number and I get the message NO REPAIR EXISTS.... so I looked further down the receipt and tried another number, same result.

I have used O2 for many years with this being the 1st time I have ever had to return anything, online the Guru told me it would take approx 4days from receipt, in store upto 14days - but I was only told that as I was leaving as a passing comment.

Does anyone know where to get the correct tracking number or how long a repair usually takes, I am lost without a mobile.

Thanks

James

[Cleoriff]

Hi @Jamieww Welcome to the forum. Have you tried this track my repair link? https://diagnostics.o2.co.uk/track-my-repair/  More info here http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE?New,Kb=Companion,question=ref(User):str(Mobile),C...

Edited to add...it's amazing how many different forms there are for you to track an O2 repair. I have just found another one....https://o2repairs.sbeglobalservice.com/

I really hope one of these helps. If not you will have to contact customer services http://www.o2.co.uk/contactus

[Curr946]

I'd say it would be best to call into o2 customer services.

[MI5]

Maybe @Toby can assist?
It looks like all those different links need to be tidied up!

[Cleoriff]

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@MI5 wrote:
Maybe @Toby can assist?
It looks like all those different links need to be tidied up!

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I totally agree @MI5. They confused me.. as they all probably say the same but are laid out differently and are not concise or clear in any way at all...

[Toby]

Hi @Jamieww (James)

Sorry to hear about this experience! Has the info @Cleoriff supplied helpful?

I'll pass on the observations here about the links, thanks for flagging guys.

[Bambino]

@Jamieww Had you come here first, you would have seen that in most instances it is advised to send the phone directly to the manufacturer, as there have been many complaints when people have sent their phones to O2 for repair. Hope you get this sorted and get your phone back in working order soon. 

[Bambino]

Deleted by me.

[Toby]

Hi guys,
Quick update, the link issue has been logged and will be fixed asap.

[Cleoriff]

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@Toby wrote:
Hi guys,
Quick update, the link issue has been logged and will be fixed asap.

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Excellent news @Toby. Could you provide us with the new link when fixed please?