04-12-2024 18:59 - edited 04-12-2024 19:05
04-12-2024 18:59 - edited 04-12-2024 19:05
Hi I'm a bit baffled as what to do here. Here's the full story.
I tried to switch my Pixel 9 pro XL porcelain for a Pixel 8 pro obsidian given the really good black Friday deal that's just been and gone. However when I tried to switch up online it said "imei not recognised". This is despite it being identical to the imei on my proof of purchase.
After a lot of back and forth with the live chat team on the o2 app, I had it confirmed by the assistant that the imei I was providing (the one on my phone) did in fact match their records, so they weren't sure why this was coming up. Eventually the assistant claimed to have got it all sorted, and indeed I got the pre contract information to sign etc and the contract went through. I received the new phone, swapped everything over, wiped my Pixel 9 pro XL, and returned it using the o2 recycle pack I was provided. I also included the order reference number inside the parcel.
I then received an email a few days ago telling me they hadn't received my phone yet. I replied immediately showing them the tracking information from their label showing that it has actually been in their possession for over a week. I received a reply saying it was with a technician and I would hear from them soon.
Fast forward to this evening, and I get an email telling me I've not sent back the phone they expected. Now my first instinct is that this is related to the "imei not recognised" from before. However on the email they claim I have sent them a "Pixel 9 256gb White", and that they were expecting a "Pixel 9 pro XL 256GB" which is what I sent them.
Are they lying? This feels demonstrably untrue, which baffles me even further. I have replied to argue my case, but it almost feels like my word against theirs? In the meantime my 14 day period to return my old phone is coming to an end, and I will likely be charged soon for both phones.
What should I do?
Edit: the company I am in contact with is Ingram micro. I assume this is who O2 uses for processing switch ups
04-12-2024 19:11
We have a standing joke on here that they pull these kinds of tricks every Christmas to fund their party.
Just keep on to them and show the evidence you have @Bloggs1605