Upgrade/broken phone issues

[Anonymous]

So, I upgraded my phone online (as my current one died). New phone delivered, it's broken! Called o2, they arranged a doorstop exchange. A few hours later I get a text saying the phones out of stock and delivery cancelled.
Called customer services, after 80 mins of talking to them, the conclusion is that they cannot do anything and I have to be left for about 3 weeks or so with just no mobile.
I've tried complaining, asking to speak to a manger etc they won't let me. Basically I just need to sit and wait for 3 weeks until they get more stock.
Won't let me cancel, won't let me get a different phone, won't let me collect one from store etc etc. Basically they have only given me the option of not having a phone.

Is there anything I can do? I have two little kids, I can't be without a phone

[MI5]

Let us know how it goes for you please.

[Cleoriff]

Hope it gets sorted quickly @Anonymous..

[Anonymous]

After 3 hours on the phone to them I've quit. They can't do anything for me. I just have to wait without a phone. They can't arrange a new delivery when they get stock because I don't have a phone to be contacted on. So basically I'm just stuck with a broken phone and no working one. They've mentally broken me lol

[Cleoriff]

I know this isn't ideal @Anonymous but how about buying a cheap payg phone and sim from Tesco or any other retailer...just to keep in touch with people?  

[Anonymous]

Yes I think that's my only option right now. O2 aren't going to fix this. What a reward for being a loyal customer for many years and upgrading with them!
Actually I'm just going to cancel altogether and pick a new phone company. Their service is disgusting.
In fairness the man I spoke to for the last 90 mins was lovely to me and tried but just couldn't do anything

[Cleoriff]

Best of luck with whatever you choose to do @Anonymous

[jonsie]

O2 have these system procedures and it seems no one can use common sense and override it. It's their absolute responsibility to sort their mess out and to provide the customers with the service they are entitled to.

Sometimes they do excel themselves but when things go badly wrong no one will be bothered to take ownership and sort the problem out until a complaint is made. 

I too would be taking my custom elsewhere. It would seem your only choice would be to borrow or buy a phone to tide you over. Maybe a friend has one tucked away in a drawer somewhere? Presumably you can still use your old sim or have O2 changed your account over and started billing you for the upgrade? 

[Anonymous]

I have made a formal complaint but it made no difference. Their answer was just that there's nothing they can do. So I have no idea when I'm getting my phone or even if. I don't know how to send this one back either. I'll just try again on Monday to cancel my contract

[Bambino]

The only place it hurts O2 is in the profits and losses columns. It's absurd that you are being told that they can't do anything, or that you're being held to ransom by them telling you you wouldn't have the problem if you'd bought a better phone. By all means cancel your contract and take the time to write a complaint. 

[Anonymous]

I've completely given up. I've spent 6 hours on the phone and got nowhere. I have cancelled my account