returning handset

[Anonymous]

i am new to this so please be patient.

I bought a galaxy note on a 24 month refresh contract but have returned the phone under the 14 return policy. i am now without a phone and have been waiting over a week for O2 to acknowledge they have received the phone and cancel my contract before I purchase a new one. I have spent hours on chat trying to trace the return of my phone being passed from one advisor to another and have been promised someone will contact me but no one has.

i have now emailed complaints and got a reply stating someone will reply within 7 days.

is this normal customer service for a new customer or have i just been unlucky, not a good start and to be honest probably going to look elsewhere now.

Anyone had the same issues

[Anonymous]

Hi @Anonymous and welcome.

When you sent your device back, was it in store or by post? If post did you send it by Royal Mail Special Delivery?

I would call o2 on 0344 809 0202 rather than use Live Chat (who are about as useful as chocolate fireguard).

[MI5]

Yes, hopefully you have tracking details for the handset and proof of posting, otherwise it's your word against theirs......?

[Anonymous]

i have proof of postage and tracking but am unable to call them as i sent my phone lol,, just seems no one is bothered.

think i will use a shop next time where i can just take it back,, but wont be O2

[jonsie]

As you have tracking details I presume you have the signature upon receipt of delivery. It's one of the problems others have had where the phone is left on the delivery room floor until such time someone decides to scan it back into stock. Until that happens unfortunately customer service can't confirm the phone has been received. Over a week is unacceptable though considering Special delivery normally gets there the next day.

[MI5]

There is a landline number on this link http://www.o2.co.uk/contactus
If it has been signed for you will have to chase them up to get it scanned in - they don't seem to rush at doing this sometimes.....

[Anonymous]

Hi @Anonymous 

Can you please use web chat and ask if the handset has been returned? If you don't get anywhere with them then customer services is your best bet. They will trace it and as long it has been received,speed up the process and mark it as returned or repairs and returns can also do it. You will be able to upgrade straight away. Hope this helps

[Anonymous]

@Anonymous

Sorry but I cannot recommend the use of Live Chat for this (sorry @Anonymous but they make a pigs ear of making a cuppa let alone sorting this type of thing out).

Please call CS on 202 or 0344 809 0202 to resolve this.

[Anonymous]

checking if a phone has been returned doesn't involve any changes on the customer's account so the only thing being done is checking information. Notice that where action is required I've referred the Op to CS.

[Anonymous]

Sorry @Anonymous but still have no confidence in LC to get anything right so will always advise OP to go to CS