Problems with O2, need help calculating compo.

kidtechnical

andy88 wrote:

You didn't move home in the last 3 years? 2 depts of Orange were trying to correspond wih me in 2 different places

I have moved almost 3 yrs ago, however bills & new phone got to me just fine, so I gather they're trying to contact me at the correct address (the address that's on the complaint letter) and at any rate, they have my mobile phone number if they want to get hold of me!

andy88_2

kidtechnical wrote:

I have moved almost 3 yrs ago, however bills & new phone got to me just fine, so I gather they're trying to contact me at the correct address (the address that's on the complaint letter) and at any rate, they have my mobile phone number if they want to get hold of me!

What you're saying seems a perfectly logical assumption. However, a department of another phone company checked my address with me on the phone 3 times and then sent it to the old address 3 times. Perhaps the people where you used to live are wondering ...

MissG_2

kidtechnical wrote:

I don't think I have the despatch note, from memory only told me the make & model of the phone & that there was no charge.

I got the phone direct from O2

The highest person I could get when I called was team leader, as my original post says, she made all kinds of promises but I never heard from her again!

This was an upgrade, I've been an O2 customer for 3.5 yrs.

I still have the box & accessories intstruction booklets etc.

OK, now what you can do is take the phone into your local O2 store and they should offer an exchange for a different model.

The best thing to do is take all the equipment you have i.e. all accesories instruction booklets etc. There are only certain models they will exchange for but anything has got to be better than nothing at all.

If you have any problems with the above, PM me and i will try and help you further.

Regards

Kelly

kidtechnical

MissG wrote:

OK, now what you can do is take the phone into your local O2 store and they should offer an exchange for a different model.

The best thing to do is take all the equipment you have i.e. all accesories instruction booklets etc. There are only certain models they will exchange for but anything has got to be better than nothing at all.

If you have any problems with the above, PM me and i will try and help you further.

Regards

Kelly

Hmm, but I don't want a new phone, I want out of the contract I have with this awful company. I know that if I get a sim from them & the problem recurrs then the next step would be to investigate the phone (this was the gist of the 1st call to them). However I got the phone direct from them (call centre) and don't see why (on top of all the hassle & inconvenience I've already had) I should drive 10 miles, pay for parking & drag 2 toddlers along to an O2 shop to sort out a problem that the call centre should have sorted (assuming the people in the shop are going to be any more capable of dealing with me - they were next to useless when I wanted to upgrade). KWIM. Also, O2 misinformed me about the phone too, they told me if the sims ok I would have to go direct to the manufacturer for a repair, however Consumer Direct have told me otherwise, they say that because I got the phone from o2 & not direct from Motorola then O2 have to take responsibility for the repair, paying any expenses incurred in the process (postage).

However, as I have said, I'm not looking for a solution to this problem, I'm cancelling my (broken) contract with them & want help figuring out a reasonable sum of compensation (don't want shortchanged). I have written up a cancellation letter, basically telling them I wan't them to deal with the points raised in my first letter (reimbursement as unable to use service in full, recalculate my bills to ensure I haven't overpaid for calls, compensation for inconvenience and reimbursement of all calls to their 0870 helpline where I received no help & refund for postage costs). I've said that as the phone was part of my contract I assume that they will want me to return it and will require a pre paid jiffy envelope to do so. I have told them I will not return the phone until I have written confirmation of how much monetary compensation they are offering. I have given them 10 days to reply, but since they didn't reply to my other letter, I'm not holding my breath. I have told them that if I don't hear from them I'll give Trading Standards authority to deal with the matter on my behalf.

So I'll just have to sit tight & see what/if they offer anything & guess if it sounds right & hope I'm not being short changed.

Thanks for all the replies, but I think I'll probably be handing it to TS in 10 days!