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[Esumulla98]

I sent my phone back to get a new one on 17th of may 2018, i gave it to halfords and got a tracking number for dpd, the parcel is only now in stoke. its been 5 days and i havent got a phone (which i need). I have heard nothing back from you not even an email, how much longer am i expected to wait?

Gareth

[Glory1 · Accepted solution]

Good morning @Esumulla98

You are not speaking to O2 this is a customer to customer forum. You need to speak to Customer Services http://www.o2.co.uk/contactus
The best time to ring is between 8-8:30am when the lines are less busy.

If you wish to make a complaint please follow this link https://www.o2.co.uk/how-to-complain
We find that Resolver is the best option to get your complaint dealt with fairly quickly.

I'm sorry to hear of the difficulties you are experiencing but hope the matter gets sorted soon. And welcome to the forum.

[Cleoriff]

Hi @Esumulla98

As you were given a tracking number you need to enter it here (the link is for Returns as well as repairs)

https://o2repairs.sbeglobalservice.com/

If you have problems then contact customer services as stated above...

[Anonymous]

I'd get on to DPD myself, I know it feels like this should be on O2 repairs to sort out, and in theory your feeings would be correct.

In practice O2 repairs wont be motivated in the slightest to track it down, and you are. So if you contact DPD and start screaming then at least someone is taking responsibility for your phone.

There's no point complaining yet, as you dont know if its going to be a lost phone or delayed repair, orno repair; and customer service will be little help in this case as all they will do, is try to contact dpd on your & repairs behalf. So cut out the middlemen and see if you can track it down yourself in the first instance, then encourage dpd to either return it or get it where it was supposed to be going. Once its all done then complain to resolver to try to get compenstaion for all the hassle and phone calls and so on (£50 max if you get your phone back repaired, however long it takes, more if it isn't repaired, and even more if DPD lost it)

[EmilieT]

Hi @Esumulla98, has there been any progress on this since you last posted? Did you receive some new info from Customer Service or DPD?