I know this is nearly 2 years after the original post, but ended up in a similar situation, yet again!
I put my LG G5 into repair on the 19th January, as it was stuck in a bootloop issue, and was still saying was in warranty. I hoped this time there would be no problems, after having to put the LG G5 into repair on the 8/12/2016, to which was another long winded affair with them not having the stock, agreeing to a samsung s7 edge, then having the wrong phone turn up 3 times, a serious of advisors saying different things before finally getting a LG G5 back on the 3/1/2017.
But once again this has not been simple.
- My tracking number has never worked, so I have been unable to even track where my phone is
- I have spoken to several colleges who all tell me different information, and keep involve me ringing up 02 when I have repeatedly said I do not have a current phone, as the store had no loan phones in stock.
- Almost a week later I had then received an email on the 24/1/2018, saying that my phone was now irreparable under the warranty, and I would need to ring up the store to discuss a repair cost.
- My complaint to the complaints team has been met with the reapeting of the repair centre is waiting on the proof of purchase to be sent over before being able to repair the phone.
"I understand your frustration with the situation, however, we have specific processes to follow and actions to perform. If our repair centre need additional information and this was sent via store, you’d need to follow the guidelines provided. As when a phone is sent off to be repaired through an O2 store, our customer service advisors would be unable to see this as this is sent off and logged through a different system. As advised your Proof of Purchase has been sent off and you should receive a notification from them shortly, which will advise you of the next steps or the actions taken." That email was recieved on the 29/1/2018. I never did have any further communication from the store or the repairs team.
- I have been instore (1/2/18), and spoken to the advisor who knows nothing about a proof of purchase having to be sent over, and was told that would of been readily available to them on the system. They also told me that the phone was indeed in warranty as it would not have printed out onto the receipt saying it was had it not of been. I was then informed that the phone has been available for me to receive back since the 23/1/18, after paying a repair cost of £25. However, they are unable to tell me exactly how or what is being done to it to be repaired.
- From reading up on the internet it seems the phone is not repairable, the issue is a hardware defect resulting in a boot-loop which LG is aware of and has happened in the last 2 models (to which all advisors seem to be unaware of)
- I emailed the complaints back again, inform them of this update, to which I was simply told (14/2/18)
"Thanks for the email
Unfortunately, the information I have provided you with is correct and I will not be taking any further actions on your account. If you’re unhappy with the decision I’ve made, I’d be happy to send you a final position on the matter so this can be escalated to the Ombudsman Services."
- i then recieved a email on the 15/02/2018 saying that the phone is now back at the store ready to be picked up, however as this has all taken a month to sort out, I have returned back to uni and am no longer able to go back to that store.
- I rang up the repairs team/customer service to be told that:
- Device was repaired as of yesterday morning
- No idea what was repaired on the device
- Will contact Anovo repair centre to find out – put on hold 5 minutes
- It’s not been repaired, because they haven’t received proof purchase
- I informed that I have an email from the complaints department that the proof of purchase had been sent off on the 29th January
- Put back on hold to find out more information
- Anovo have still not received the proof of purchase
- Can offer me a replacement LG G5 for the inconvenience
- Is aware it’s the same issue as my last LG G4, will go and find out more information
- Put back on hold 15.37pm
- Looked into it, only be able to return the phone, clear off my device plan and upgrade
- Can only send another LG G5 out to me, even tho it is not certain the same issue will not arise, and would not be able to offer me a like for like spec for a different model (as offered to me previously in another case)
So, after speaking to a manger and still getting no where with this last night, I reluctantly agreed to take the LG G5 replacement, on the basis that they said it would not be refurbished, but a handset that was returned during the change your mind period/unsellable due to broken seal. I was also told it would be up to 3 days for delivery, and not asked on wether I would be available for the delivery. Instead i recieved a email saying it was scheduled for next day delivery, so I had to take the day off uni to be in to accept it, to then be handed a refurbished phone in non LG packaging, in the completly wrong colour.
not only is this the 3rd time that 02 have messed me about now, but I also pay for 02 premium insurance yet each time has taken over a month to sort out. I am appalled at how badly they are still handling this, and the fact that I am now with a phone that they have withdrawn, and will probably break again in a few months time. I'm hoping someone can give me some advice in how to carry on with this, as I am at a loss now not only in confidence with 02, but spending over £500 on a phone to have recieved such poor service.
(sorry for such a long post, but not sure where else to vent to!)
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