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

[Toby]

Hi @Anonymous ,

I'm about to send you a another message to see what we can do

Cheers, Toby

[Anonymous]

Thanks a lot @Toby 

Further thanks to you all!

I've emailed the complaints review service with a lengthy complaint and propsed solutions. Let's hope they can offer me something acceptable.

I cannot thank you guys enough for all your time and effort!  

[Anonymous]

The very best of luck.

Awaiting a reasonable solution and outcome. 😄

[Cleoriff]

Yes...wishing you all the best with this @Anonymous 

[Anonymous]

Thanks a lot guys 

[jonsie]

Good luck and hopefully with other people on your case  you will get a good outcome. 

[Anonymous]

Hello all, 

The complaint review service offered me a replacement S4 and £50 and I've accepted it; finally putting an end to this.  

Thank you all for your support and help!

Hope you all had a wonderful holiday. 

Best regards,

Aniq

[jonsie]

Well it certainly has been a total fiasco but I'm happy you have been able to settle for an agreeable offer.

I would have hoped for more for you than the £50 offered but at least it does bring an end to it for you. I suppose it's a reasonable outcome but sometimes dragging things out even further achieves little.

Hope you and yours have a happy and prosperous new year 

[Cleoriff]

I am  glad you are now sorted @Anonymous  I suppose by the time you got the S4 it turned out to be much longer than the 7 weeks of your initial post! .....Although £50 is derisory, you just wanted a working phone so I don't suppose you are that bothered about the money....

[MI5]

Good news and thanks for the update