02 have lost my repair phone! Help Needed

barrybarryr

Hi,

My Nokia N95 stopped working (it wouldnt send text messages). I went through the usual self fix and eventually O2 said to send it back to them for repair.

I sent the phone (and have proof of postage) and they have lost it.

They dont have anymore N95's and have offered me a Samsung Tocco, Nokia N82 or Nokia 6220.

I dont want any of these phones and just want another N95 equivalent i.e. N95 8gb.

I haven't spoken to anyone at O2 to argue this yet (which I will) but I wondered has anyone else had this experience or anything similar?

Thanks

Barry

sporedude

was it O2 or the delivery company who lost it?

barrybarryr

I couldn't tell you.

Originally they were going to do an exchange but after agreeing to this they then sent me an email that said that they couldn't do this as another N95 wasn't in stock.

I told them I didn't want to post it as it could get lost and I suggested I take it into an O2 store. They insisted it was sent to their freepost address so I sent it.

macman

I would have thought that they would insist on POD, not just proof of posting. Didn't you send it recorded delivery?
However, if they have accepted responsibility and offered you a new phone, it has to be of the same or better spec, so hold out for the 8GB N95.

barrybarryr

Nope I didn't send it recorded. I tried but their freepost agreement with Royal Mail is that it can only be sent first or second class...

butler_helen

barrybarryr wrote: »

Nope I didn't send it recorded. I tried but their freepost agreement with Royal Mail is that it can only be sent first or second class...

but you can pay the £4.95 to send it special delivery as I did this when I sent my phone off... whether this was on top of the free post or whether this was the price it would otherwise have been, I dont know.

barrybarryr

Why should I have to pay to send the broken phone back to them? Paying to return it defies the entire purpose of having a freepost address.

When I was with Vodafone I could just walk it back to the Vodafone store and they would sort it. O2 are so disjointed you cant do that.

custardy

barrybarryr wrote: »

Why should I have to pay to send the broken phone back to them? Paying to return it defies the entire purpose of having a freepost address.

When I was with Vodafone I could just walk it back to the Vodafone store and they would sort it. O2 are so disjointed you cant do that.

to protect yourself

barrybarryr

Fortunately I wasn't asking about the merits of the postal service.

Does anyone have any experience of being offered an inferior phone as a replacement to the one they previously had? If so how did you resolve it?

macman

They need to offer you an equivalent or better phone.
Obviously both those terms can be in the eye of the beholder so a little negotiation may be required.

custardy

barrybarryr wrote: »

Fortunately I wasn't asking about the merits of the postal service.

Does anyone have any experience of being offered an inferior phone as a replacement to the one they previously had? If so how did you resolve it?

sorry for disturbing you :rolleyes: