6 months later, my complaint has been dealt with by o2

mr.brightside87

This has been horrendously drawn out but finally it is done and I have my money back

In February, my phone broke. I sent it to the o2 shop to be fixed and received a charge of £120 (plus £25 for a "replacement" phone for loan). I queried this as it was insured and knew the insurance would cover the repair to be told to pay or not receive it back as the repair was outside what was covered (which it was not as the insurance covers everything). So I paid the cash to get my phone back.

First thing I did the day after was to complain to o2 about this. This is where the fun and games started. First off, because the plan was being paid by someone else, they refused to acknowledge my existence even though it was in my name. This took a month to sort out.

Then, for 3 months, no outcome on the complaint no matter how hard I pushed for one. I kept getting passed from department to department. One phonecall was over 3 hours long and got no answer.

For the final 2 months, I just ended up bombarding them with emails (same one slightly reworded) until yesterday. I was busy doing some work around the house and my phone rang. I answered it and I finally got to speak to a manager (something I hadn't been able to do throughout all this) who had a nice chat with me, heard me out and told me that he needed to get guidance on what to do. Rang me back in an hour with this outcome:

£120 refund
£30 for the month I couldn't use the phone refunded
£15 towards the cost of the phonecalls
Phone contract cancelled due to me moving away from o2 before my contract was up

There was no reason for me being charged rather than my insurance covering it but hell, I didn't care.

Now that is a result. :beer:

Just shows, the more you persevere, you get something in the end

Techhead_2

Personally I would have gone down the insurance route to start with rather than send it for repair. Insurance, warranty and consumer rights being three completely different routes you can explore.

Glad its sorted though.