Return phone

[CB4]

Hello - I am writing here cause I am desperate for some help. I am trying to return a like new iPhone I bought last week. On Thursday I spend 3,5 hours trying to speak with the returns department. Yesterday, I spent 3 hours in the morning and 4 in the evening. Today, same thing is happening. In the times, I am connected to pay as you customer services and speak to an advisor they connect me to returns but the line eventually drops and have to call back. Today they said that there are no technical issues and returns department is working but I am doing circles as my line is always back to the customer services and never returns. I have tried 4445, 202, 222, the shop and the chat. Please I am not in a good mental state after that. Can you help me?

[Cleoriff · Accepted solution]

Hi @CB4 

Follow the info in this guide. https://www.o2.co.uk/help/device-and-sim-support/returning-your-device 

Then you should contact the sales team as they can help you with that – message them on Social Media  -on Facebook (https://o2uk.co/O2CFB) , Twitter ( https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG)

Or you can call them on 0800 081 0255

[CB4]

I have messages sales on Twitter with no response, only an automated one, the team will contact you. It’s been 2 days. I called the number above but I am put through pay as you go customer services and have same issues above. On the phone queuing this moment with them waiting.

[gmarkj]

As you are struggling with contacting customer services @CB4 , let's see if the community advisors can help.

Is there anything you can do with this @O2Sarah- ?

[CB4]

Thank you! Resolved! It was the most random think, this time there was no wait and I was straight through to the returns department without speaking to customer services. 

I appreciate there might be technical issues with the call centre but there has to be an alternative. It cannot be accepted to spent so much trying to reach them. I am very stressed and I have to catch up with so many things from work. Very disappointed I am clearly not buying anything from o2 again and I will consider moving to another provider. It was awful experience. In any case big thank you for your effort to help me.

[Cleoriff]

Pleased to hear it @CB4. A lucky day today.

Great that it's sorted at last. 😂

[CB4]

Hi everyone! I got a prepaid envelope today addressed to:

Ingram Micro Services Ltd

Communication House

Vulcan Road North

Norwich, Norfolk, NR6 6FE

just checking if anyone recognises the address as this should be the Jiffy bag but there is no O2 reference on it at all.

Many thanks

[Cleoriff]

@CB4 

Does O2 use Ingram Micro services?

O2 Recycle is operated and administered for O2 by Ingram Micro Services Ltd.

Hope that helps.

[CB4]

I don’t know. I was not expecting any prepaid envelop from any other retailer thus I thought it must be O2. However, there was no O2 reference in the bag and I am thinking that I need to confirm this is O2 before I send them my phone. 

I was hoping someone here in the community would know what is the correspondence address for returns.

Many thanks!

[MI5]

@CB4 

It is correct and the same company as used by all UK networks for returns, repairs and refurbs.

Just put a note in the bag with your name, address and account number to be on the safe side, although the barcode should identify you.