O2 Switch Up - Losing £800+

MaiseyM00

So I have used the O2 Switch up service online, I have returned my phone which was in perfect condition when I sent via Royal Mail, it was packaged better than how O2 do it. I have photo evidence to prove it. I have now been told that the phone has a broken screen and I will only get £43.60 back for a Samsung Fold 5, anyone else had this issue? I have registered a complaint with O2 but I can't speak to anyone that can deal with this issue, I just keep getting passed around.

HopeAndDriftWood

These are the terms and conditions, but there's not much to cover your current situation. 

When you say "better than how o2 do it", do you mean you didn't use the packaging that they send to you?

Aylesbury_Duck

MaiseyM00 said:

So I have used the O2 Switch up service online, I have returned my phone which was in perfect condition when I sent via Royal Mail, it was packaged better than how O2 do it. I have photo evidence to prove it. I have now been told that the phone has a broken screen and I will only get £43.60 back for a Samsung Fold 5, anyone else had this issue? I have registered a complaint with O2 but I can't speak to anyone that can deal with this issue, I just keep getting passed around.

Who arranged and paid for the Royal Mail service?

If it was you, then surely your complaint is with Royal Mail?  Did you insure the parcel?

If O2 organised and paid for the service, then it's their problem, but you're clearly having trouble sorting it.  Photo evidence is helpful but not infallible of course.  Ultimately, if you can't get them to respond or address it, you'll have to consider suing them for the value of the phone that was damaged in the hands of their agent (Royal Mail).