advice regarding o2 faulty phone please

appleblossom

In a nutshell: bought a D500 on contract last July, keyboard jammed in december, took it to o2 shop to be returned as per o2 CS. got the phone back, it no longer had an MP3 player on it, rang CS, they said to send it back to them for a replacement but they didn't have any stock in, so they said to keep ringing. finally, at the start of march, they had stock!! so i returned the phone, got an email from them tonight - 2 actually, 1st one said your order has reached the warehouse and will be despatched soon - thank god I thought, (after 2 weeks without a phone), next email - 5 mins after - we are sorry to tell you we have no stock and your order has been cancelled- so where does this leave me (apart from without a phone?) surely if they can't replace the phone they should offer an alternative? I am so angry about it, I have emailed them and told them, but does anyone know my rights at all? thanks.

drahcir_2

there is a similar story in this weeks computer active mag
from what it says: the shop or whoever you took the contract with should have supplied a replacment while you waited

bettyr

I have found cs at O2 to be either excellent or appalling, depending on who you get. Perhaps if you keep phoning you might get someone helpful. I had to phone 3 times before I had success!

appleblossom

well, this morning had 4 more emails in repsonse to my mail to them last night - 1st one - cannot help, call the specialist team, 2nd one - your order is with the warehouse, 3rd one - your phone is out of stock, 4th one - your order is with the warehouse!!! phoned the specialist team , and the 4th one is correct - they have however upgraded to d600 which although is very nice of them, I think they should have advised me of this prior to just doing so, she said i should receive it on wednesday at the latest - will wait and see if I get yet another canx mail through though!! thanks for replies.

appleblossom

surprised? NO!!! got another canx mail from them, rang them and they said yes, it had been canx again but they would put it on high priority and the chap i spoke to said he would check each day to see when one has been despatched and let me know. Someone please remind me not to renew my contract in June (actually, I don't think I'll need reminding after all this!!!)

MissG_2

I would double check the D600 is not an upgrade!!!

If you continue to get no joy email either

[email="complaintsreviewservice@o2.com"]complaintsreviewservice@o2.com[/email]

or

[email="complaintreviewservice@o2.com"]complaintreviewservice@o2.com[/email]

sorry cant remember if it is complaint or complaints, may be best to send one of to both of them. You should receive a pretty prompt reply and they can normally resolve most complaints quickly.

Good luck and remember if they call the person you speak to may only be picking this up for the 1st time.