Lost phone at 02

[SteveI]

I have returned my iPhone6 plus for repair (covered by insurance) using the DPD service from 02.  It is nearly two weeks now and about seven calls later and it appears the phone is lost within the DPD/02 system.  Investigations have started but I am told nothing can happen to replace/repair my phone for a minimum of 5 working days starting the day it was reported "missing". To compound this I was advised to go to an O2 store to access a phone on loan but it was a complete wasted journey as an iPhone is not an option. Any experience of lost phones in the system and 02 obligations and service standards? 

[MI5 Level 94: Supreme]

@SteveI where does the tracking details say it is?

It's not unknown for O2 to take 2 weeks to book a phone in when returned, so all hope is not lost yet!

[SteveI]

It's at Anovo and definitely lost in the system 

[MI5 Level 94: Supreme · Accepted solution]

If it's been scanned in there it's O2's responsibility to find it or replace it.
I'll ask @EmilieT to help you here.

[EmilieT]

Hey @SteveI, and sorry to hear about your recent experience  I can certainly get someone on my end to look into what's going on for you, I'll just need a few more details first so I'll send you a Private Message shortly!

Thanks @MI5 for the mention