What happened to my Phone

[MichaelDavidson]

I have no idea what is going on but I sent my phone in for repair on the 26/03 and not heard anything so I try ringing but that was a waste of time and the site says I have no device plan so I'm at complete lost on what to do.

[Bambino]

@MichaelDavidson Only methods of contact are in the link below. Use any option available to speak to customer service.

Guide: Coronavirus Community Help and Support 

[MichaelDavidson]

@Bambino There is nothing about repair in that link and I already called customer services which at the end just put the phone down after saying good bye.

[Bambino]

@MichaelDavidson Those are the only contact numbers we have at present. I'm afraid you just have to keep trying until you get to speak to someone. Personally, I think O2 have dropped the ball with the way they've handled this crisis, but there's nothing else we can advise from here.

[MichaelDavidson]

They really have dropped the ball since they taken my phone and money for it that I have been paying for over a year. Thanks for trying to help.

[Bambino]

@MichaelDavidson Sorry I couldn't be of any more help. Only other thing I can do is tag our admin to see if they can chase this up for you. They probably won't see this until tomorrow now, but it's worth a shot. @Martin-O2, @Marjo, any help here?

[MichaelDavidson]

@Bambino So I ended up telling the bot a lie to speak to someone but they said repair not essential so nothing can be done.

[Bambino]

@MichaelDavidsonThat is truly absurd. I'm sure whoever you were speaking to was just trying to fob you off. Are they sending the phone back to you?

Edit: For them to have kept your phone for more than a month and probably not done a thing about it, only to tell you it doesn't need repair, is despicable. I'm surprised they didn't claim it was water damaged and that it was your fault. That's a trick we see them use here on a regular basis.

Firstly you should lodge a formal complaint: https://www.o2.co.uk/how-to-complain

Then you should demand that the phone be sent back to you. What make phone is it? Is it still under warranty? If so, you should contact the phone manufacturer's support and send it to them for repair. 

[MichaelDavidson]

@Bambino They said the repair part not open because of the lockdown rules but was hoping to have it open next week. I didn't ask about having it sent back but then there is no point since it's pretty much a brick right now since it just stays on the powered by android bit. I did get into recovery after a bit of hassle and wiped the phone but that didn't fix anything.

[Bambino]

@MichaelDavidson I edited and added to my reply above. You posted again after my edit, so take a look at what I've written.