Terrible service

[Pickle12]

My new phone was faulty, it wouldn’t hold its charge. They arranged for a courier to bring a new one. They didn’t text me and when he turned up on our doorstep , he wanted the faulty phone, but obviously I hadn’t reset it so he left without giving me the phone.

I was told I needed to get the account holder to ring them to arrange a specific day for tne phone to be delivered and collected. This was done. 
mum waiting in after having reset my phone in readiness, only to be told they haven’t arranged for it to be sent. I wasn’t allowed to speak to a supervisor and tne adviser cut me off. I’m now waiting to speak to an agent again on live chat 

[MI5 · Accepted solution]

@Pickle12 

We’re just customers like you but it sounds like you’ll need someone to access your account which can’t be done from here. If you message O2 on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , they should be able to help you with this
Thanks

[Breanna]

Hi @Pickle12 did you get in touch with O2 about this?

[Pickle12]

02.

Three weeks down the  line you’ve been unable to grasp you’re about to lose my business( many years) through your total incompetence.

You sent a faulty phone.

You were incapable of getting a courier to simply contact me to arrange a phone swap. 
Now you’re telling me on Twitter” you’ve had the phone over 30 days so you have to have a refurb”

Even using this page has proved useless

You are a complete joke as is your communication .

How can something so simple be so hard?

Speak to someone on social media this forum told us. Tried everything and that, nothing is effective .

[Cleoriff]

Hi @Pickle12 

Sounds a real nightmare. If you want to complain, follow the info in this guide:

https://www.o2.co.uk/how-to-complain . Going through the Resolver route tends to get better results.

Best of luck.

[Pickle12]

Yes I did see resolver . I’ve fortunately had an old phone, which I could substitute ,otherwise I don’t know how I would have managed. The staff are poorly trained and don’t add notes so you end up saying the same things over and over .

I have had to take advice as this is breach of contract .

The staff follow a script and can’t deal with a variation . 
The previous advice on this forum has been useless

[Pickle12]

How do I search for my previous posts asking for help so I can update them too. Tia

[Pickle12]

Virtually non stop for three weeks!

And via every medium !

Including Twitter yet again tonight who told me I’d have to have a refurb as it’s been more than thirty days🤣

[Pickle12]

I contacted Twitter. They are twits. Told me yet again tonight I’d have to have a refurb 

[Bambino]

@Pickle12 In this post Solved: Terrible service - O2 Community you say that you're not the account holder. If you aren't the account holder you can't cancel anything.