Need help - fighting with o2...

bluelaguna2

like a fool i signed back up with o2 for another 18 month contract, 8 weeks onto the contract the handset broke, so i rang them and they said sent it back and it will take upto 10 days to repair.

whilst on the phone i asked if i could take out insurance with my contract, they said no you have to buy it within 28 of your contract starting. they didnt tell me this at the time i took the contract.

my phone has since gone missing in the post (it was recorded) but o2 dont want to know, they have called me a liar, accused me of breaking the phone on purpose, and said i only want to take out insurance for the purposes of claiming, even tho i informed them i would be willing to pay insurance in case the phone breaks in future, then it will be replaced within 48 hours...

i have asked them for a copy of my contract (which i didnt sign anything) and how i go about leaving o2 and they said i must pay the full contract off.

does anyone have any advise on how to either get insurance with o2, or leave o2?

thanks

philnicandamy

Does your house insurance cover?

DarkConvict

Your phone and your contract are separate, the contract are for services such as your signal and your prepaid allowances like minutes/text/internet.

If the phone breaks, you are still liable to pay for the contract, by signing the contract you agree to pay them x amount per month, for y months. So if you wish to cancel then you have quite a chunk to pay, its to protect them as much as it protects you. Unless you have lost your signal (excluding having no phone or moving house/work etc), you cannot cancel your contract

With regards to your phone going missing, you will have to speak to Royal Mail, if it never arrived then it is not 02's problem, you will have to claim on whatever insurance you paid to royal mail for delivery, if it was standard recorded you are insured upto £34, above that you should send via special delivery and pick insurance that suits your needs.

As you do not have the phone, then you are now out of options, not like you can send it to a service centre for repair.

Your first step is to chase up with royal mail to get the item delivered or paid out on insurance. If the insurance doesn't cover the cost, then you will have no choice to buy a new phone at your expense.

With regards to taking out insurance, most suppliers limit to 28 days, the fridge and freezer we just got, allows us ot take out cover upto 28 days after delivery, after that we cannot. It all depends on your supplier. There are independent insurers so have a look here - http://www.moneysavingexpert.com/insurance/cheap-mobile-phone-insurance

OneADay

Hmm - let me guess credit check failure - before denounching them, give the reason why they willl not give you the iphone!

dylan1273

no not at all passed both credit checks as i got a good record but because their stock levels drop they simply cancel your order rather than put you on back order for reasons only known to them!!

OneADay

dylan1273 wrote: »

no not at all passed both credit checks as i got a good record but because their stock levels drop they simply cancel your order rather than put you on back order for reasons only known to them!!

Well thats not really a reason to condem them, if you want to be on the wishlist - you can go through CPW (they have the features on their site to do that, o2 simply are doing you a favour by not simply keeping you waiting in my opinion).

I was with o2 for 2 years till I changed to t-mobile (just got a dirt cheap deal all I wanted with cashback) - and they were ok - I even got £10 compensation only to realise later it was my fault for the problem I complained about. I did not like it when o2 deemed my n95 to be self damaged (screen blew up internally) though and probably trigger to move.

dylan1273

OneADay wrote: »

Well thats not really a reason to condem them, if you want to be on the wishlist - you can go through CPW (they have the features on their site to do that, o2 simply are doing you a favour by not simply keeping you waiting in my opinion).

I was with o2 for 2 years till I changed to t-mobile (just got a dirt cheap deal all I wanted with cashback) - and they were ok - I even got £10 compensation only to realise later it was my fault for the problem I complained about.

well it is when you have a delivery date and you wait in most of the day awaiting the handset to arrive (which never does) then have to chase them up to find its been cancelled because they now dont have any in stock then to be told by a line manager that they would prioritise me and put me on back order as soon as they become available and then when i contacted them found out they had done no such thing! 2 credit searches recorded on my credit file for both attempts of getting an iphone online from o2 and no phone---yeah very good company

OneADay

I can see your point about the delivery dates (buts its all automated systems be it bad ones). Just use cpw if you decide to try again (you can get quidco with that as well) and phones4u are going to be selling iphone on orange soon. Do still think o2 representives are easier to talk to than other networks I have used.

dylan1273

The o2 rep was a high level rep but just was not at all interested even though i have had two accounts with them for a long time, i may have done better complaining to a automated robot, of my two accounts with them i have just terminated one with a months notice unfortunately the other has longer to go before i can terminate it but as soon as i can i will, i think the problem with a lot of providers is they can get away with treating their customers poorly is because if you contact ofcom or otelo to complain you have to jump through unrealistic hoops to get any recompence from the provider, something which just isnt usually worth doing for the sake of a mobile phone and the providers know it, in future i will check to see how customer focused a company is before dealing with it !!

OneADay

I would suspect having two existing accounts already in your name was a problem with them to offer a third account on top. But hey we all have different experiences of companiues - nothing too bad to say about t-mobile (my new provider since April) but I have not tried to talk to them on phone much yet :rolleyes:

gjchester

OneADay wrote: »

I would suspect having two existing accounts already in your name was a problem with them to offer a third account on top.

Almost certainlythe case. I used to have two contract in my name, mine and the wifes, I was told that unless I phoned in and talked to someone the automated system would not approve a 3rd contract.

That said if you waited in and got nowhere you have a cause for complaint. If it was a defiate date, rather than a indicated date put it in writing with details of what the time off work cost you and see what happens.