Cannot use O2 switch in local branches

[Kuyk]

Got O2 switch and I've decided to use it.

Went to local branch, phone has been checked all pass - good.

Next step- phone and plan added to basket - great.

Ticking O2 switch in basket and typing IMEI of my phone - we getting wrong phone model.

3 of my local branches are getting same IMEI error.

I've been asked did phone been serviced etc-  answer NO.

 Local branches spent hours to call to customer services - no one can help.

Once only someone over the phone was able to check my IMEI in the basket and all was fine- correct phone and we good👍.

But unfortunately this need to be done face to face not over the phone.

Is there a specific department where local branches can call to get help. I really want this to be sorted and I want to help them to finally get my a new phone.

[madasaf1sh]

@Kuyk 

They go through to a dealer support option, and the store should be able to raise it internally with o2, as I doubt there is nothing Customer Services can do..

Do you still have the reciept with the Phones IMEI on it as well, as it could be where you bought it from has inputted the wrong IMEI..

[Kuyk]

Hi, 

Thank you for quick reply.

Yes, still got receipt , packaging slip with IMEI on it.

This was online pre-order, IMEI match to my account etc.

Hard to say how to sort it out properly.

If they raise it to franchises ownership with local manager branch support to 02 can this be sorted quite quickly?

[madasaf1sh]

@Kuyk 

If it is one of the handful of Franchise stores, they will still go through the same support as a o2 owned store...  Franchise Owners wont give 2 hoots I am afraid, and cant do anything..

And to be honest, I dont know, as we are all customers like you... but from selling phones 20years ago the Dealer Support team  used to be able to fix all issues.. things may have changed