DPD- phone has “Disappeared”

[BlueEyed]

Hi,

I have an ongoing issue with a new upgrade, I ordered the phone on 07/01  and paid for next day delivery. DPD confirmed they had the parcel on 08/01 and have since not delivered it, I’ve chased this and had an investigation opened for it. Today I was due an update and a lovely colleague called to update me that DPD has still not found the parcel/no update as they’re still looking.

I’ve asked on 2 separate occasions if I can have another phone sent out or if it can be cancelled and my account reset so that I can start fresh with an upgrade or go elsewhere- this has been met with a big NO and that I have to wait for DPD to find the parcel.

I feel like Im now trapped in a new contract that I paid off my old contract to upgrade to, I can’t do the 02 recycle either as im still without my new phone. So essentially I’ve paid £200+ to upgrade and am still without anything. The lovely woman from 02 has advised she will keep chasing and update me again on Friday but to be honest, I feel all I will get is the same response of DPD don’t know anything yet and that I have to wait till they do which I’m not willing to do (the horror stories of waiting months haven’t helped this feeling).. anyone know what I can do? 

[jonsie · Accepted solution]

It's the responsibility of O2 to get the phone to you irrespective of the courier used

There is no reason why O2 can't supply a new phone and then the issue is between them and DPD

Unfortunately the phone has gone missing but it's not something that concerns your contract with O2

I would be making a complaint using the Resolver link

https://www.o2.co.uk/how-to-complain

https://www.resolver.co.uk/companies/o2-complaints

[BlueEyed]

Thank you, I appreciate the advice. I did have a complaint open but that was also closed down. I’ll try again through complaints. 

[jonsie]

Good luck @BlueEyed 

[Arnie440]

I am in the same position as you. I've made a bit of a nuisance of myself and complained in almost every way.

I fail to see why customers have to wait for DPD to admit fault. I think its appalling.

Customer service can't or won't do anything. I have sent a complaint via that link above, that was on Monday, no response to it yet.

[BlueEyed]

Will keep you updated on anything I get through for resolution. So far just received the standard “we will look into your complaint” hopefully someone will get hold of it.