Issue with refurbished handset

[Anonymous]

Hi,

Cannot get in touch over phone or Live Chat.

Purchased refurbished Moto G on Monday - arrived Tuesday - handset faulty.

Replacement received this morning, but this is in a Used condition and not 'Refurbished' - the back of the phone was not on and cannot be affixed to the handset - there is also no charger cable etc.

Any help?

[MI5 · Accepted solution]

Keep trying to call CS and arrange to return it for a proper phone,
http://www.o2.co.uk/contactus

[jonsie]

You definitely need to call them. This is absolutely appalling service. Keep on the phone until it's sorted. If you need to use live chat then go through the complaints chat in the above link. At least you will get through to a UK adviser.

[Anonymous]

Yeah, I'm not overly impressed.

Bought the phone for a friend who was robbed last weekend in an effort to help her as she had everything stolen.

Thanks both for your input.

[MI5]

Good luck and a nice gesture from yourself.

[jonsie]

Very noble of you only to be let down by a company who think it's acceptable to send out a used broken phone. Hope you get this sorted quickly @Anonymous

[Martin-O2]

Welcome to the forums @Anonymous and please do come back and let us know how you get on with this issue. 

[Bambino]

@Anonymous Before you return the poor excuse for a phone that O2 sent you, get photographic evidence of what the phone looks like.

[jonsie]

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@Bambino wrote:

@Anonymous Before you return the poor excuse for a phone that O2 sent you, get photographic evidence of what the phone looks like.

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Good advice @Bambino

[Anonymous]

So, yesterday, I spent pretty much a couple of hours trying to speak to someone to return this phone to no avail.

I'm currently on hold AGAIN trying to keep calm - but I simply don't have the time at my work to do this.

Does anyone know if I can walk into an O2 shop and have them deal with an online purchase for me?