No Replacement Device After O2 Confirmed Collection

[JamesBnd]

Hi,

I’m hoping someone from O2 can help as I’m getting nowhere on the phone.

My phone was collected by DPD on 3rd September as part of an O2 Insure claim. I received an email confirming that O2 had safely received my device, but since then, I’ve not received my replacement handset or any clear update about when it will be sent out.

I’ve called several times, but nobody has been able to give me a timeframe or explanation for the delay. It’s been several days now, and I’ve been left without a phone, which is causing a lot of disruption.

Can someone please:

1. Confirm the status of my claim.

2. Explain why there has been such a long delay since O2 confirmed receipt of my phone.

3. Provide a clear timeframe for when I will receive my replacement device.

I really need this resolved urgently. If I don’t hear back soon, I’ll have to escalate the complaint further, including contacting the Financial Ombudsman Service.

Thanks in advance for any help or advice.

[MI5]

@JamesBnd 

This is a customer to customer community, not O2, so we cannot access your account, sorry.

You need to contact O2.

Message them on Social Media. Facebook (https://o2uk.co/O2CFB) or Instagram (https://o2uk.co/O2CIG)  or give them a call on 202 or 0344 809 0202 (contract) 4445 or 0344 8090222 (PAYG)

[Anonymous]

@JamesBnd If the replacement phone's with DPD, you'll have to contact them with any reference details, O2 wouldn't do anything as they're not the Couriers.

[madasaf1sh]

Wrong @Anonymous 

@JamesBnd 

Your contract is with o2, and not the courier, so o2 have a legal obligation to resolve and sort with the DPD. You don't need to contact DPD, o2 do.. 

This is enshrined in Consumer Law - In Fact the Consumer Rights Act 2015