How can I actually get speaking to someone?

[MarkTNT]

I sent my phone back for repair 8 days ago, I was told I would receive an e-mail or textwith 48 hours. I have received no communications except the usual spam e-mails. Yesterday I called back into the O2 shop where I bought my phone and returned it to be repaired. They told me there was a quote to fix my phone for £370. They say because there was a crack on the back cover all warrantees are void including my free screen replacement. I wanted to know why that was no longer applicable when the whole point is to replace the damaged part. Also the crack on the back happened the day after I got the phone and it's worked fine since. 

Anyway the shop couldn't help me, the guy called a manager who told me they were just middle men and couldn't do anything, in my opinion they weren't middle men, they were the people who sold me the phone. However I left and followed his advice to call 202. I rang and spoke to a guy he told me he was just in a call centre in South Africa and could only reject or approve the quote and had no other options, so I asked him how I could I speak to a superior or someone I could make a complaint with. Apparently they don't take complaints in South Africa so he spent a while looking for a number and eventually transferred me. Then I spent over two hours on hold until my temporary phone battery died. They phone I'm using isn't great because O2 no longer offer courtesy phones on repairs. I decided I would e-mail all this instead, but O2 don't have a customer service e-mail. I tried to use the live chat at 8.12 am before work but it says it's unavailable and only available between 8am and 8pm. So besides all the horrible service, I just want to physically talk to a person who can actually help me or at least knows what they are talking about.

[Cleoriff · Accepted solution]

@MarkTNT 

We're just customers like you but it sounds as if you need someone to access your account which can't be done from here.

Give O2 a call on 202 or 0344 809 0202 (Contract) OR 4445 or 0344 809 222 (PAYG)

Or you can message O2 on Facebook ( https://o2uk.co/O2CFB) , Twitter ( https://o2uk.co/O2CTW) or Instagram ( https://o2uk.co/O2CIG), hopefully they should be able to help.

https://www.o2.co.uk/help/device-and-sim-support/device-repairs