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 · Accepted solution]

Thanks for the replies,

I've just called CS and it looks like the advisor on LC gave me the wrong address to send my phone to and it has been sent to the repair centre. Luckily its all logged on the chat and the kind lady is going to chase it up tomorrow when its open.

Hopefully will all be sorted tomorrow, fingers crossed

[Anonymous]

right....that shouldn't be a problem as it's all part of the same department so it can be easily traced. Where you transferred to returns and repairs ? Are they doing the trace or CS?

Edit: returns and repairs is not closed today... In my opinion you should ring back again...:(

[jonsie]

Live chat again, wrong address given! You see why we now advise against using this so called line of customer service @Anonymous except for the most basic of queries?

[Anonymous]

Not that I'm defending Webchat but the address is the same...they are all part of the same department... so it shouldn't be an issue...so no idea what the cs advisor is doing? Plus returns and repairs are opened today and should be dealing with this?

[jonsie]

So why was the OP told they had given the wrong address if they are the same?

[Anonymous]

probably the same reason as he was told returns and repairs was closed... 😞

[jonsie]

Product knowledge, training, laziness, uncaring, ineptitude, uncaring or just plain old couldn't be bothered to check the facts...perm any two from three

[Cleoriff]

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@jonsie wrote:

Product knowledge, training, laziness, uncaring, ineptitude, uncaring or just plain old couldn't be bothered to check the facts...perm any two from three

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And here endeth the lesson about Live Chat....

Rarely good....Often appalling....and not to be trusted when they say they have done something for you...

Yes I know we only see the members with complaints here....but they can't all be wrong....

[Anonymous]

[Cleoriff]

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@Anonymous wrote:

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I feel your pain @Anonymous  As someone who works for O2 ...you obviously have to maintain a professional silence