Dear O2 ,
I am writing to express my disappointment with the iPhone I purchased online from your company on a pay monthly contract back in April 2022. Upon receiving the device, I discovered that it is not a genuine Apple product. I straightaway contacted nearest O2 store from where I collected the phone but they advised to contact Apple directly as the phone belongs to them. After several attempts I finally got to speak to Apple team and get the phone checked from Apple Store back in Aug/Sep 2022 last year .
Apple team after doing their tests confirmed that the camera was not genuine and asked me to go back to O2 for selling below standard stuff and get the phone replaced immediately (Apple Store also confirmed there were no signs of damage or repairs to the phone).
I again contacted O2 store but was asked to speak to customer service via phone as the order was placed online ( after over an hour wait) got to speak to someone in customer service , long story short noting was done and I was asked to pay repair charges if I want to get the phone fixed . Why should it be repaired when I paid for a genuine new product?, anyways Despite my repeated requests customer service did not log a complaint but put the phone down on me which is highly unprofessional. I have been with o2 for so many years but there was no regard !.
The phone had issues in first place and I was misguided by O2 to go to Apple Store ( which is really hard to get to) . They could have replaced the phone straight away as it was within the 7 days of collection but directed me to Apple:( which is really unfair).
This has caused me a great deal of frustration and inconvenience since then, as the quality of the camera is significantly lower than what was advertised and I have wasted enough time to get this sorted.
I came to know about this forum so posting on it hoping that someone in O2 will
take immediate action to rectify this situation and provide a solution that compensates me for the misleading advertisement and poor quality of the product. I have high expectations for the products and services I purchase and I expect the same standards to be met by your company.
Thank you for your time and I look forward to hearing back from you soon.
Best regards,
