o2 faulty handsets.

legoman

Hi there,

Hope someone can shed some light. I have had a contract with o2 for over 5 years now and I know this isn't a major problem but every handset I have had has gone faulty through no fault of my own. I have had every handset replaced or fixed so that's about 9 handsets within the contracts which should only be 5... They also lost one and just shrugged! and sent a new one.

The problem is that I have to pay to send these back and though it's only a fiver a time it's still money out my own pocket. I have complained and complained to them but as you can imagine it has fallen on deaf ears. Yeasterday was the last straw when my replacement handset broke and they said send it back we'll have a look. The lady who unfortunatelly took a bit of my anger could do nothing about it and said it's just tough luck. I happen to think that's rubbish and wanted to terminate my contract only to be told it would cost me £240!

What I'd like to know if anyone here is in the know is if there is any way to tell them it's not acceptable and unfair for me to have to pay to resolve their faulty handsets and pay for a contract only to use my old banger of a phone for most of it... that's about to die through old age.

I've cut this short a bit so can elaborate if anyone would like to help.

Kind regards in advance,
Mike.

lufcgirl

Can you not take it into an o2 shop and have them send it away for you? And sometimes they can give you a loan phone too.

legoman

That was quick! thanks.

Yeah unfortunatelly I can't get to an o2 shop. It's too far for me to travel and would cost more to get there than send it away. I have to wrestle with o2 everytime just to let me send it by post to them. It seems they never look at my history with them and just mke it up as they go...

doobiesis_2

I used to work for Tesco Mobile and they're in the same building and use the same repair centre. They always used to send out pre paid packaging and this was only two years ago! Can you not ask them for this?

legoman

They are sending me an envelope this time which I hope is to the value of recorded delivery. All the times before this was not offered and I was told because I couldn't get to an o2 shop that it's not their fault and I will have to fork out. This time the lady offered it to me out the blue.

My main quam though is just the way I've been treated and all the problems I keep getting. They just don't seem to care and there appeared to be no fight to keep as a customer when I said can I terminate my contract... just a get out fee and then do you want to go ahead with it?? Shocking really.

doobiesis_2

legoman wrote: »

They are sending me an envelope this time which I hope is to the value of recorded delivery. All the times before this was not offered and I was told because I couldn't get to an o2 shop that it's not their fault and I will have to fork out. This time the lady offered it to me out the blue.

My main quam though is just the way I've been treated and all the problems I keep getting. They just don't seem to care and there appeared to be no fight to keep as a customer when I said can I terminate my contract... just a get out fee and then do you want to go ahead with it?? Shocking really.

Have you ever gone through the dept to cut you off? I'd moan and moan and asked to be put through to them they are the only ones who can offer you stuff to keep you. Or ask them for an email address for the CEO or complaints dept and vent your frustration on it. It'll be worth it in the end.

Dawn

doobiesis_2

ps. The packaging is RMSD for Tesco.. so you should be ok:beer:

legoman

doobiesis wrote: »

ps. The packaging is RMSD for Tesco.. so you should be ok:beer:

Ah super job!! you know what i think i'm gonna try get an address for the ceo. I did actually try today through google but no luck so i must persist!

would o2 be able to send me my phone history? as in all the handsets throughout my contract and repairs etc?:j

and if anyone already knows the address!!? it'd be much appreciated. haha.

legoman

I have discovered that Shaun Gregory is managing director of media for Telefonica O2 UK! however how the hell will I get a letter through to him personally?? Any ideas?

legoman

after 22 minutes on the phone I was eventually transferred to the CEO of the o2 office I phoned. There he offered me a doorstep swap of a completely different make to my LG Renoir.

These are

LG Renoir... I laughed.
Samsung Tocco
Samsung Tocco Ultra
Samsung Pixon
and a Sony Erriccson but missed the model. They want me to pay 48 quid for that one... I laughed.

He was very simpethetic I must admit! He saw all the problems I had however it was a retention speech to say the least.

I asked for an iPhone and he laughed. they want a hundred pounds for one of them. Though with all the trouble I have been through you'd think they'd be a little leanient?

Any ideas on what phone is worth the replacement?

before_hollywood

pixon is the best of the free ones