Solved: Lost phone at 02

SteveI · ‎13-05-2019

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 · ‎14-05-2019

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.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

View solution in original post

MI5 · ‎13-05-2019

@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!

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

SteveI · ‎14-05-2019

It's at Anovo and definitely lost in the system

MI5 · ‎14-05-2019

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.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

EmilieT · ‎14-05-2019

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

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