Device problem

[jl7324]

I have had to send my Samsung fold 5g for repair due to a dead pixel on the screen. Arranged with Samsung for it to be sent to authorised dealer to repair under warranty. The repair agent contacted me today saying this is the second time this device has been in for repair when it is the first time I have sent it in. It is making me concerned that I have been given a referbished phone by O2 when I selected and paying for a brand new device. Has anyone else had this problem? This has really knocked my confidence in O2.

[Bambino]

@jl7324 If you paid for a new phone that's what you should have had. You'll need to speak to customer service. Numbers are here: Guide: Coronavirus Community Help and Support 

Alternative advice from an O2 Guru on how to get through.
Call 202 from your mobile.
When it comes to the reason you are calling, stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to someone.

You may have to use the Upgrade, Lost/Stolen, or Fraud option to get through. Otherwise you'll just be disconnected.