O2 have truely screwed me over, I'm so angry :(

1carminestocky

I can't believe the posters who are claiming this is nothing to do with 02! OF COURSE it is! They CHOSE their preferred delivery service and are ENTIRELY responsible for THEIR AGENT'S actions. Sums up the customer service in this country - pass the buck all the time. Which is why we get the **** service we do. Maybe more people should be prepared to get the placards out and show their displeasure instead of taking one for the team all the time?

nads

1carminestocky wrote: »

I can't believe the posters who are claiming this is nothing to do with 02! OF COURSE it is! They CHOSE their preferred delivery service and are ENTIRELY responsible for THEIR AGENT'S actions. Sums up the customer service in this country - pass the buck all the time. Which is why we get the **** service we do. Maybe more people should be prepared to get the placards out and show their displeasure instead of taking one for the team all the time?

Thank you! Your post makes absolute sense. I think you've summed up the points I have been trying to convey, in a mucher better form than I did.

rash.m2k

I think 70% blame to DHL and 30% to O2. DHL should have delivered it to the correct address. And O2 should have chosen a suitable method of postage.

But similar thing happened to me, ParcelForce delivered my laptop to some random guy who happend to park outside my house!!!!! Got on the phone straight to ParcelForce and also Play.com and got a full refund for the laptop! You can tell I was peeved off I can tell you!!!!!!!

But I still think it was ParcelForces' fault - they should have knocked on my door as I was waiting for it. And DHL should have knocked on your door aswell.

1carminestocky

If the OP had specifically chosen DHL and paid the delivery charge separately, then I would accept the point. He didn't, 02 chose the delivery service, which means that DHL are their agents and not the OPs. Of course, DHL cocked up but it's entirely up to 02 to put it right IMO.

peterbaker

Very pleased to see O2 officially on the case. Can only be a good thing to have a sweeper from the company playing midfield in MSE (does that make any sense? )

sporedude, read and learn.

You said:

Why should it be O2's problem if DHL lose something they are delivering? Its like buying something from Ebay then blaming the sender because it got lost in the post, Not the senders fault. ( Noticed someones already compared it to this)

Yes its a good example, except your view of the eBay situation is also upside down / out of date. Google "item not received" "claim from post office" for more views. Read on for the official view.

As a buyer I did exactly that a week ago when I came up against a seller who thought like you. Sorted inside 24 hours by simply raising an 'Item Not Received' case in PayPal's Resolution Centre. Full Refund to buyer immediately. Seller can claim in their own time off the post office depending on the terms of their agreement with the post office (not my concern).

That's the way eBay like it thesedays, and it's the proper way. Buyers are not charitable volunteers willing to soak up all risk. Buyers are valuable to businesses, and worth looking after :money:

lawbunny

Just thought I'd point out that it's not as if O2 are refusing to fix the problem. They are fixing it. You're just not happy that it's not getting fixed within the timescale you'd like, which is in all honesty a little unrealistic. You want them to sort this all out in under a day? What do you propose? That the O2 advisor collects your handset personally from the warehouse, gets in his own car, drives all night and delivers it to you himself? So long as this is sorted out within a couple of days then they have acted reasonably.

nads

Thanks for your "advice" but I choose to be objective in what constitutes excellent customer service.

I ill post a full update once everything has been sorted.

reehsetin

sporedude wrote: »

Your contract is with O2 yes, but DHL deliver the phones, DHL delivered it to the wrong person, Not O2. The only thing O2 did wrong was blocking the wrong number.

it was dhl's fault but it is upto o2 to chase it up with DHL not the OP though, the op has no contract with DHL o2 does,
they shouldn't have told him to ring dhl