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Phone not returned from repairs

Anonymous
Not applicable
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).
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gindygoo
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Any news on this? Curious to find out how this is resolved!
Message 11 of 29
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MI5
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If it's been lost, O2 will replace it. It's happened before and that is always the outcome. They have no choice.
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

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Message 12 of 29
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gindygoo
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Ahh ok, thanks @MI5 I was curious as they've said the phone's dead, but, in my mind they'd have to replace no matter what!!

I'm guessing they're longing it out in the hopes it "turns up" the customer shouldn't be put through this though.

Message 13 of 29
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viridis
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The irony is, if they'd fixed it instead of scamming the customer, it probably wouldn't be lost and be the cost of a part vs cost of a full unit.
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perksie
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Maybe @Anonymous will post again and we will know what's happened! slight_smile

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jonsie
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The last time this happened the customer got a new phone but I remember correctly it was the result of an official complaint and took a couple of weeks. 

Message 16 of 29
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Anonymous
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Hey, so I went in yesterday and it is still not found. The guy said he will chase it up and if it is lost I will get a new handset (so I am now actually hoping it is lost). He said he would call me this morning to let me know, but has not called yet and it is 16:40. If I don't hear today I will be going back in.

Thanks for all your responses, it is both validating and angering to learn that the water damage thing is something they do regularly. Will update if anything else happens.
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Cleoriff
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Please update anyway @Anonymous it will be interesting to hear if you get a new phone. best of luck wink

Veritas Numquam Perit

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Message 18 of 29
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MI5
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Good luck slight_smile
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
Pixel 7a (O2 & Lyca), One Plus 6 (Sfr), iPhone 12 Pro Max (Vodafone)
Message 19 of 29
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perksie
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@Anonymous wrote:
Hey, so I went in yesterday and it is still not found. The guy said he will chase it up and if it is lost I will get a new handset (so I am now actually hoping it is lost).

If it's gone forever they may well offer you a choice if that one is no longer available, so choose carefully. slight_smile

To support Disasters Emergency Committee: http://www.dec.org.uk/appeals text Nepal to 70000 to send £5

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