Problems with O2

Hayleybird

Hiya everyone,

I was wondering if anyone would be able to help me with an issue that Ive been having with o2 and Sony Ericsson.
8 months ago I signed up to an 18 month contract with o2 - the phone that I had with the contract was the Sony Ericsson C905. I had this phone as I wanted the decent camera and need the internet browsing for work. Since starting this latest contract (Ive been with o2 for over 5 years now) Ive had to send my phone away twice to be fixed although they have sent a new repacement each time. Each phone has had a fault, the same fault, which was that the speaker breaking so you couldnt hear through the ear peice. Ive searched the internet and this seems to be a problem with this model.
Low and behold the latest phone they had sent me broke last week with the same problem :mad: I really struggle when this happens as I work night shifts and dont live that close to a shop so its a bit of a nightmare getting it sent off - Ive explained this to o2 but they cant help.
I eventually got into a shop this week, they said that they would send it off and it would be 2 weeks before i got it back - I knew this would be the case, but this time they had no loan phones. I told them I needed a phone for work etc but the staff were very unhelpfulsaying that there was nothing they could do.
Ive ended up having to buy a phone (£20 for a cheapy to stick my sim in for the short term) but im not getting any of the things Im paying for - camera usage, internet browsing, downloads etc.

Ive contacted o2 today to complain, and again they were really unhelpful.
As you can imagine after now having to have 3 replacements I dont want this phone anymore and I want to have something else but they are refusing to replace it with another. They say that it has to break 'again' before they can send the error to Sony Ericsson and give me a different phone altogether. Apparantly in their terms they have to provide 3 replacements of the same phone before they can change the model/make. I will now be on my third replacement.
They have also said that they cant refund me any of my payments as im not getting the service I paid for or repay the money that I have had to pay out for the phone I got to tide me over.
I was so fed up, so I told them I wanted to cancel my contract. and go with someone else. They put me through to retentions, so I thought I was geting somewhere but the bloke just said that he would cancel my contract today - It was expire on the 17 July and I would have to pay the remainder of the cost which would be over £400 for the contract!!:mad:

I was wondering if anyone could help and tell me where I stand?
I always go with o2 direct and so I havent atually signed a contract - so I assume its a verbal agreement?
Is there anything I can do to get another phone?

Sorry for going on... Ive just realised just how long this post is haha!!
Its just really annoyed me that ive been an o2 select customer for 5+years and have a high spend, and never had any problems... but the moment I do the customer service is rubbish!!!

Thanks :rotfl:

Hayleybird

Anyone? )

sporedude

Have you tried the O2 complaints dept?

dot111

My daughter has had a month long dispute with 02 over a phone that broke for a second time.
Some days she was ringing 2/3 times, speaking to various people departments.
They sent her a refurbished model, that worked for 2 days, and was returned.

But today, due to her persistence she received a new N85 8g and £20 credit.

The irony is, her contract is up in a month, the first call she made about two months ago she requested early upgrade, 02 said they couldn't, T&C, now she has a new phone for a month.

She has also written a letter of complaint, with a list of all the calls, names of people she spoke to, the inaccurate advice she was given and the cost of postage

I'm very impressed with my 19yr old :-))

mandyT_3

It's a difficult one! I have been with o2 for years but have never encountered any problems with my phone to know what the customer services is like. Whatever you choose to do my opinion is to stick to either o2 or Vodafone. T-mobile are cheapest but the reception is terrible. I hope you get it sorted out..

Cee

Here's my tale of woe
18 month contract just finished thank god!
Sony Ericcson K850i Now mark 4 as i call it as i'm on my 4th model as from last week.

I wasn't aware of the change phone after 3 repairs or i would have done something about it. I bought my phone for the camera and every replacement has been a refurbished model. I've lost contacts every time and until just last week had to wait for the return of the new phone just to back up my photos from the tiny memory card. (got a card reader that actually read this one too!)

First fault was the touch screen buttons not letting me have access to the phone (put me off them for life now)
Next two breakdowns was turning off and not booting again.

O2 make me laugh when they say back up your phone before sending it back!!!

I asked aboutpay as you go but accepted a reduction of monthly payment temporarily as i was off on holiday when they contacted me and got the phone fixed and returned.

I contacted them the other day with a long email and apparently it was "sent to the wrong department" and they didn't even pass it on!

So my next move is a bigger letter of complaint and a big brush off to another company, I actually visited this section of the forum to see some good deals and saw this thread.

I was lucky that i had my old sony ericsson as back up which is now my main phone, i've actually just bought a small digi camera to use instead and apart from falling in love with a LG, I might just keep it until it dies. For the record its never broke on me and i bought it independantly. Makes you wonder if the contract phones are actually inferior models given the rate of complaints you read online about "returned" models particlarly on the 02 review section!

Hayleybird

Further help now required on where I stand please!!
Well, Ive now had my 4th phone and giess what - ITS BROKE!! A different fault this time, it keeps switching itself off now.
Ive rang o2 and they have said that they will now replace my phone but they have given me a list of phones that I can have and they are all naff!! Ive told them that I would at least expect them to be able to offer a similar standard phone as a replacement but they say that they are under no obligations to replace and they are doing it as good will? Personally I dont think its very good will lol
Can anyone help now with what I can do about getting a decent phone etc?
Thanks

barrybarryr

Let me guess they offered you a Samsung Pixon and a LG Renoir? I'm in the same boat.

I dont want either of them and keep phoning up and kicking off about it!

Hayleybird

Hey barry! Yes your right! Oh they offered me the N95 but then remembered they had no stock left GRR!
Im going to keep on at them I think. They have point blank refused an iphone (the old or new ones) or any Blackberry.
Let me know how you eventually get on :beer:

Hayleybird

Hi everyone,
Well my tail of woe continues... Ive had more issues with the phone and even more issues with the lack of customer service at o2 customer service!
Ive asked to make a complaint and been given a po box address which im not happy with.
Ive seen on here before about an email address for complaints but I cant seem to find it now. Does anyone have the email?
Thanks for any help!

ukbill69

See; http://forums.moneysavingexpert.com/showthread.html?t=1855709