Phone not returned from repairs

[Anonymous]

So, I took my Samsung S3 mini in to the O2 store to be repaired. I had taken it in several times and each time it was first suggested that I buy a new phone (phone broken and under warranty? No, I won't buy a new one thanks, you will fix this one) and then discovered that there were no loan phones. So, ultimately I managed to go in at a convenient time when there was a loan available, phone sent off and I have a lovely old school, non smart/non Internet phone. I'm told I should have the phone back in a week and as I leave the store I get the text that my phone is being sent off for repair.

One week later I get a text that the repair shop has received my phone (I was expecting to hopefully get my phone back that day). Later that day I get a text saying the problem with my phone is not covered by the warranty. I call them, they claim "physical damage" and say that there is water damage to the USB port. I have no idea how this has happened. I am annoyed. This is not even the cause of the problem I sent it in to be repaired for. But okay, I got angry, then I calmed down and was like ok, I guess I understand but I'm still pretty frustrated. Having rejected the £85 repair quote (I have since looked and can buy a new phone for less), the guy tells me he'll send it back to the store and I'll have it in a few days. That was 9 days ago.

I went into the O2 store on Friday, they looked it up, told me it had left the repair shop on Tuesday (this is when the repair man said I would get it back). They commented that this is a long time for them not to have it back yet, but they would most likely get it that day and they would call me and I would get a text that it was in. No call/text.

So, I have currently been using a crappy loan phone for over two weeks when I was told it would be a week. My phone has not even been fixed. And my phone seems to be lost in transit.

My question is, how long do I wait before the phone is considered lost and I can start demanding a replacement? Can I demand a replacement? Can I claim back for the data I have been unable to use?

Sorry to rant, I'm so frustrated. Maybe it will appear tomorrow. But in the meanwhile I just want to know where I stand (and to rant).

Thanks for listening (and by listening I mean reading).

[jonsie]

You will probably get offered a refurbished but they are ok. But you need to keep chasing them unfortunately. Good luck.

[gindygoo]

Let us know today what phone u insist on them giving you (insist I tell ya, insist)

[Anonymous]

They have admitted to losing my phones and have said they will replace it. However this involves some emails and waiting to hear if they have any in stock, yadda yadda yadda. I am yet to hear. I can go on the website and get one delivered the next day, but the shop can't get one in for me? I can't go in at the moment coz I have exams so am home revising, but will be going in probably on Wednesday. This is a joke and I will be leaving O2 once I get the phone.

[MI5]

It won't be a shop phone they give you, which is why they have to wait for a refurb to be sent from stock elsewhere.

[Anonymous]

I figured that was the case, but still very frustrating.

[MI5]

I agree and you have my sympathy....

[jonsie]

I feel for you but ultimately you will receive a working good as new refurbished.  Patience....

[Cleoriff]

Or keep nagging would be my motto.....they will soon get tired of it if you make a nuisance of yourself

[gindygoo]

Yep, annoy them as much as they've annoyed you! I'd be pushing for it to be delivered if it was me! Especially all the aggro you've been put through.

As always, keep us updated!