Stupid O2 Returns!

mark_dumpleton

ARGHHH! :@

Well, received my THIRD faulty Nokia 5800 on 9 April, faulty microphone when using loudspeaker.

Was advised to send it back to O2 and they'd offer me a different handset as soon as they received the faulty 5800.

Sent it back Special Delivery on the 20th, it was signed for at 10am on the 21st April.
Phoned CS on 21st April at 11am and 6pm, was told it was not booked in as received yet but it would be by tomorrow morning (22nd).

Telephoned just now (22nd) and was told there is STILL no account of it being booked in yet, and it can take up to 5 days for it to be booked in - all the while i'm without a phone. They can't order my replacement phone until the 5800 gets 'booked in'.

I'm really disappointed with O2 - it's taken 2 days so far, and they have told me to phone back Friday evening to see if it has been booked in yet. I paid £7 by RM Special Delivery so it would get there the next day and so I could get my replacement phone, but for some reason they take ages booking the damn thing in, even though I can prove they have received it!

Anything I can do?

hotkee

Even if they told you it was "booked in" - would it make any difference to when you get a replacement - probably not - so just wait.

mark_dumpleton

Yes, it would make a difference.
As soon as the 5800 is 'booked in' with them, I can telephone them and get a replacement handset chosen and ordered.
If the handset was booked in today, they would be able to get a handset ordered for me today, with it being delivered tomorrow.
If I have to wait until Friday, the order will not go through until Monday morning, and I will receive it on Tuesday at the earliest. So as well as being £7 out of pocket paying for special delivery, i'm without a phone for over a week.
Now, as i'm starting to run a small business in my spare time, I need a phone that works!

hotkee

Well I think its a case of waiting - but you might be entitled to some compensation, if you get through to complaints line.

Jon_01

Network returns dept get 100's of phones back everyday. They all have to be opened and checked (some boxes come back empty, some with the wrong phone and some with something that's not a phone !). That's what the 'booking in' process is for.
They only get a chance to catch up at the weekends when there are no deliveries.

iwanttosave_2

Jon basically just took the words out of my mouth. The phone has to be booked in and certified. Some customers like to send back a phone box with a brick in it and try to get a new phone and what not, and due to the amount of people who send the phones back within 14 days and returns and all that Jazz, the poor sods at the warehouse are busy.

You can prove o2 have received it all you want, but they have to check you've not sent them a brick.

smcaul

So what you two are saying is that because O2's (or their return logistics partner) has a poor system and even poorer procedures for returns that the customer should accept the fact that they are having to wait!!!!

You two are easily pleased!

Jon_01

We're saying the dept that books them in has a mountain of the things dropped on their doorstep everyday. And that they all have to be checked because some customers can't be trusted (sorry, but that's the way it is). And that their understaffed.
On the last point there's no much the dept can do, the powers that be dictate how many staff a section can have, if that's not enough, there's a backlog.
If enough people complain something might get done (as long as it doesn't affect the bottom line, of course)...

mark_dumpleton

Fantastic - received a phone call from somebody at O2 today as they have people reading these forums - it seems the previous 5800 replacement (the third one) was showing as "in progress" still and the man said no matter when I phoned back I would have been told it hadn't been booked in yet.

He said this was because while the third handset was still "in progress" and not "complete" the third replacement would not be 'booked in' and he was baffled as to why the CS advisors hadn't picked up on this.

Got a different phone ordered for delivery tomorrow now, hoping that this one isn't like the 5800's which always seemed to have a fault on loudspeaker!

Many thanks to the O2 representative who views these forums, etc. Seems it was the fault of the CS advisors who I spoke to but it's all sorted now!