Still haven’t received code for headphones

[Alyson1979]

I upgraded to a Samsung Galaxy S23 on April 27th this year, and as part of the order there was an offer to receive a code for a free pair of Samsung Galaxy Buds Pro 2. The small print said I’d be texted the code after being on contract for a month. It’s more than two months later and I’m still waiting for the code. I’ve spoken to O2 twice, once via the online chat and once on the phone, and both times I was promised I would receive the code within 48 hours of the conversation.

Still waiting. Any ideas?

[Seang1]

Im in the same situation, months of chasing o2 customer service but keep on getting the wait 5 days answer which ive had more than 10 times now, any ideas how to resolve this?? 

[pgn]

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@Seang1 wrote:

Im in the same situation, months of chasing o2 customer service but keep on getting the wait 5 days answer which ive had more than 10 times now, any ideas how to resolve this?? 

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Depending on the stage you are at, the place to target your queries are all painstakingly listed in this Guide: Gift with Purchase  - it is possible @Dave-O2 may be able to clear the blockage that you are trying to overcome. See what he says here later, @Seang1. Good luck.

[Dave-O2]

Thanks @pgn 

@Seang1 Can you please drop me a PM , including your order/mobile number and i'll take a closer look 😊

[Crodd]

I am in the same situation.  I got my phone back in September 2023

I have phoned countless times and spoken in chat and always got told the same thing even promised I will get my code. But never got anything. 

I went to my local store on 28/12/2023 and the manager wasn't happy about my situation and didn't understand why I haven't had my headphones yet. 

He made a escalated complaint for me and requested that headphones get sent directly to me for no charge due to the amount of times I've been messed around.  I recived a text saying my complaint was recived and I would be contacted in 5 days. Nothing has happened to this date.  

I'm getting fed up with it now.  Almost 5 months now.  

[gmarkj]

Current complaint wait times are around 8 weeks from what we hear on the community @Crodd. You are about 6 weeks, so might hear something soon.

If you still haven't got the headphones, then use this link and then click on the "send a message" button to @Dave-O2 - he has been able to help a number of people with free gift problems.

[Crodd]

Thank you. Dave has helped me out.  

[Crodd]

My issue has been resolved with thanks to @Dave-O2  only took a few messages and he sorted for me.  

Wish I had known about this page sooner. Many thanks.  

[Ewan_Scott]

Ok so posting an update im currently 10mnths into my complaint with O2.

To be clear my issue at the start was not getting the earbuds as was agreed in the contract, however like many here I am now complaining more about the complete total and utter lack of customer service that seems to be rampant with O2.

So since my last post here I issued two complaints to O2 One via email which the never responded to the other to via resolver which they also failed to respond to.
This left me with no choice but to goto the ombudsman who asked me to provide my information and also evidence which they then took to O2 and allowed them to provide evidence they had.
O2 provided 3 documents NOTHING regarding the multiple complaints I raised regarding this issue that were subsequently closed down without action. The Ombudsman failed to question them on this point and also on the comment I added to their evidence questioning why my previous complaints were never actioned and why I was never contacted by Customer service to advise of resolutions to the complaints I had made. I mean we are not talking 1 or 2 complaints about this I have made at least 10 complaints and none were actioned.

In the end O2 have offered £149 for the earbuds and a token £50 for my 10 mnths of stress and hours of time on hold and getting ZERO reply from O2 everytime.

In short the Ombudsman has been useless as well no regard has been given to the poor customer service or the stress time and effort to progress this.
I have basically done O2's job for them only reason I have a solution now is because I escalated to the point where they had to reply to the Ombudsman otherwise I would still be chasing them.

I will look to exit my contract with O2 as quickly as possible and will put the same efforts its taken to get to this point into online and social media making sure people know how inept they are at customer service and to not give them any of your time and money.

If any of you are in the same position at least the ombudsman replies to your messages but don't hold any hope of the resolution being acceptable.

Lastly, if you are an O2 staff member reading this save yourself the time and don't post "oh contact us here so we can look into this" That ship sailed a long time ago I am done with your business.

[Oxonian]

I suppose @Ewan_Scott that you have some money coming back from O2 so that is good news. 

I fully understand you decision to move on from O2 ; do please make sure that you experiment with PAYG SIMs in the areas that you live and frequent so as make sure that you move to a network that will adequately serve your needs. 👍

Guide: Cancelling Your Contract 

Guide: How to get your PAC [June 2021 Update] 

[Arthur_Dent]

Hi, similar to my experience.

Made a formal complaint to o2 which they sent an automatic response on receipt.

Waited and heard nothing more.

Chased o2 and was told they never received the complaint which is why they didn't respond.

After getting the headphones a few weeks later I was contacted in relation to my original complaint to see if it was resolved.

So clearly their complaints process is utterly fubar 

That is what the ombudsman should look into but from what I gather the ombudsman is essentially a chocolate fireguard