O2 lost my phone - 7 whole weeks without a phone and counting...

[Anonymous]

Hi guys, 

I'm a pay monthly customer (24 month contract) at O2. I sent my Samsung galaxy S4 white for repairs due to battery and network connection problems(under warranty). The staff were friendly and happy to send it off.

2 weeks later I get a package and I open it to find a S3 mini Blue! With a note saying that they have repaired my phone.

Shocked and disappointed that I would have to wait longer for my phone, I took the S3 along with my repair receipt to the O2 store. The manager told me that she would handle this case personally. Since then I've had to chase them again and again for progress.

The manager has been working on my case and is friendly but bad at keeping communications; I’ve had to call her each time for updates.

I am now in my 8th week without a phone!

In terms of progress:

1. I was promised a replacement phone within two weeks but didn’t receive it and upon contacting and asking them for an explanation, they told me that it had been disapproved since the O2 repairs was blaming O2 store for not sending them my phone in the first place.
2. Then it was a reapproved by the franchise manager and yet I still received nothing and was told that they would chase it up again.
3. And lastly I was told that my phone had been sent for recycling by mistake and that I was being refunded. I was not told how much but that the payment had been made and should be in my account shortly. However, again, I got nothing. I contacted the manager was told that she would chase it up and I would be given a refund or a replacement phone and that I should contact her again on Monday (today 1/12/14)

Now, what I would like to know from you guys (please) is if there’s anything more which I can do? I’ve been very patient with them, having to endure 7 weeks without a phone and being charged monthly for it is very inconvenient and infuriating. Furthermore, the only replacement phone O2 offers its customers is an old £26 phone with no smart features such as email etc...

Any company especially a big one such as O2 should not be allowed to treat their customers like crap and not give them the respect they deserve. They should put their customers before profit and loss. I should have been given a replacement phone or a refund straight away as this was clearly their mistake, not mine.

Thanks for reading.

Kind regards,

Aniq

[Cleoriff]

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@Toby wrote:
Hi Aniq,

Sorry to hear about this situation. As Bambino has said, give customer services a call to see if you can get an update. If you do with no success, send me a private message and we can have a chat about this to see if I can help.

Cheers, Toby

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Thanks for your input @Toby  Lets hope @Anonymous  has a better christmas than anticipated

[Anonymous]

This is the best (Worst) one yet. How anyone can call this customer service is beyond me.

As advised I'd call Customer Services and get

1) A brand new S4

2) A refund for the time without a phone

3) An apology in writing

4) A significant golden handshake

5) Option to terminate contract by mutual agreement (If that works in your favour)

[Anonymous]

Woww, so many responses! Thanks guys!

@Tobythanks and I’m going to speak to the manager of O2 Tooting for an update first. Depending on what she says, I will contact O2 CS if I’m asked to wait again. Also, I’m new to forums and don’t know how to send a private message.

@Anonymousthanks and in regards to the data on the phone, I backed up everything before sending it for repairs. I’m not a very confident person, especially not on the phone to someone; not sure how I would go about convincing them of refunding me and offering me compensation. But I will try.

@Anonymousthanks and I should have used better wording. By “without a phone” I mean without my phone. I’m not completely without a phone. I’ve borrowed and have been using a cheap alternative phone and haven’t really incurred much cost apart from the monthly phone payments O2 take out and the weird feeling of being without your personal phone for soo long

Thanks again guys, I will of course keep you all updated.  

[Cleoriff]

Hi To send Toby a private message just look in his signature It gives you the link there.

Best of luck. Hope all goes well...

[Anonymous]

Hi

Ok but if you've not been able to utilise say your data and they'll be able to tell from your usage pattern they hopefully will take that into consideration. 

As I suggested make a decision to what would appease you reasonably and see what they say. 

[jonsie]

Put a clear and precise case to complaints. Tell them what they need to do to satisfy you. The very lady is a brand new phone and a hefty reduction in your monthly tariff charge.

There is no excuse for such utter incompetence and apathy in dealing with this. I would be firing off an email complaint to the CEO. PM me if you want the email address....

[Toby]

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@Anonymous wrote:

Woww, so many responses! Thanks guys!

@Tobythanks and I’m going to speak to the manager of O2 Tooting for an update first. Depending on what she says, I will contact O2 CS if I’m asked to wait again. Also, I’m new to forums and don’t know how to send a private message.

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Sorry for not making that clear! Use the link below to send me a private message if you would like to. There's a link in the top-right where it says 'Contact me'

http://community.o2.co.uk/t5/user/viewprofilepage/user-id/60444

Let us know how you get on with customer service

[Anonymous]

Hey guys,

Just to update you guys, I tried ringing the store but the manager was busy in a manager's meeting so I contact CS instead. They said that the only thing they can do is offer me a refurbished S4 and nothing more and if I want a refund or compensation then I would have to contact the store again.

[Cleoriff]

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@Anonymous wrote:

Hey guys,

Just to update you guys, I tried ringing the store but the manager was busy in a manager's meeting so I contact CS instead. They said that the only thing they can do is offer me a refurbished S4 and nothing more and if I want a refund or compensation then I would have to contact the store again.

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I wouldn't be happy with that! It appears O2 CS are passing the buck back to the O2store. ...Let us know the outcome if you do eventually get to speak to the manager. They cant be in 'meetings' all day...:smileysad:

[jonsie]

Take it to the top and don't settle for a refurbished. ...