will i ever see my phone again

[Anonymous]

i've had my htc one for three weeks, i arranged via the chat function for the phone to be repaired due to a problem with the camera. and i posted it monday, and royal mail said it was delivered on tuesday morning at 8.47.

The tracking info has still not been updated, i phoned o2 to see if they had recieved the phone as i was originally quoted four days for repair.

i was told that they weren't sure if they had received it, buy if royal mail said they delivered it, it must be there somewhere and they estimate two weeks for a repair!

my real question is... does this seem normal or am i being fobbed off and the customer support person said with the fault i had described i would most likely be sent a replacement phone, but they still need to check the phone i sent back first... if they do send me a replacement will it be a new phone or a refurbished one?

your thoughts?

[Anonymous]

You have just been unlucky !

I hope this pans out for you Ok

Then you can get back to actually enjoying the phone.

[jonsie]

Good luck and let us know the eventual outcome.

[Anonymous]

Like Star Wars... The Saga continues....

I got my phone back, I spoke to the guy in repairs at O2 and he said he couldn't find any fault so he just updated the software.  Which I had done before I phoned them in the first place.

Anyway got my phone back... the screen was not lined up properly and it was scratched to hell,  I'm assuming when they tried to take the phone apart.  And sure enough the fault is still there.

I phoned O2 again and the (very nice) guy i spoke to said it shouldn't have come back with the original fault and asked if i could go into an O2 shop to see a 'Guru' and to see what he/she thought of the fault.

So i did,  The guy in the shop although pleasant and helpful wasn't really bothered about witnessing the fault.  In fact he refused to look at the fault until i insisted.  Anyway.  Its gone off for ''repair'' again!  They've quoted me another two weeks before it returns.  I asked the Guru if i could just have a replacement handset and he said he could only do that when his manager is here... And he isn't.

So i've had the phone for six weeks and 3/4 weeks of that, it has been in for repair.  To give O2 some credit they did only charge me £3.88 for my first months tariff, (plus £20 for the handset, I'm on refresh)  and I didn't ask for that although I was phoning them everyday complaining that the repair tracker didn't work.

Come on O2!  don't let me down... Send me a new handset so I can get on with the rest of life and stop complaining on the Internet!!!

[Anonymous]

Go all Jedi Knight Master on them !  

Seriously though your being very patient with them.

The extra issues now that you have explained regarding the screen alignment and marks introduced by the engineer and the original fault not being rectified, is enough to have a replacement IMO.

If they don't send you a mint refurb or new handset then if it was me I'd be completing a complaint form in order to escalate the issue to a reasonable resolution !

Just in case here is the link  http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE?New,Kb=Companion,question=ref(User):str(Mobile),C...

Take care.