O2 warranty claim (-they agreed a replacement but have had my broken phone since 27th november!) )

anthmack

My Google pixel 7 pro developed black spots on the screen. There had been no physical damage to the phone and was advised that this was likely covered under the 3 year o2 warranty (-as part of a plus plan)

The o2 warranty material advises that the phone will be returned to you within 4 working days. I have quoted this below:

8. How we will deal with your warranty repair

8.1. If the fault is covered we will either fix it or, if for any reason we can’t fix it, we will arrange for a replacement device from fully refurbished stock.

8.2. If we are not able to provide an exact replacement, for example if your device is no longer in production, we will provide a suitable alternative (of the same or higher specification).

8.3. We’ll aim to repair and return your device within four working days of receiving it. You can use our repair progress tracker to see how things are 

It's currently day 75 since my phone arrived at their repair centre (with no replacement device even though they've already confirmed they'll replace it) 

I've complained to them on the 7th January, and i also reached out via social media last week, and it's been another week without any action and no light on the horizon (-they have advised that they have emailed someone and are awaiting a response)

What can i do?  I don't have a working phone. I don't want to buy a new one as I'm still within contract (-and they refuse to release me from this one despite them having my phone nearing  3 months)

I've missed calls from my doctor and have continued to pay airtime contract despite not being able to use the service.

Should i expect compensation for this? Does anyone have any advice?

This is the timeline i sent to them after taking to social media last week (-with various examples of the stuff they've been telling me)

 

They have now had it another week after talking to them via twitter where they refuse to give my any timeline as to how much more time it'll take.

:

23rd November
Warranty repair request issued.
Delivery repair label provided by O2 via email.

25th November
Delivery label printed.
I sent my phone to you

27th November
My phone was received by you.
Royal Mail Track and trace reference: ZS035590767GB confirms delivery.

The repair reference on the label was RPR-A007578.

28th November
When using your repair tracking service it advised no repair had been found.

I therefore contacted you on the chat service within your app where i was advised the following.

Upon checking the details, provided I can see here in your account Anthony that the repair is in the system and is in progress. Your patience is highly appreciated. Please be rest assured.

29th November
Contacted you via O2 app chat.
-no update

2nd December
Contacted you via the o2 app chat.

Was advised that it would take 14 working days to repair. I advised that this contradicted your warranty material.

Thank you for your patience, Antony. We are currently processing the repair request for your Google Pixel 7 Pro, under ticket ID RPR-A007578. Our records indicate that the repair claim is active due to "a black spot appearing on the bottom left-hand side of the screen."
Rest assured, your device is in safe hands and will be repaired and returned to you. The repair process typically takes 14 working days. You'll receive an update as soon as the repair is complete. Please let me know if this addresses your concerns.

Thank you for your patience, Antony. I understand how inconvenient it can be to be without your phone, especially as the repair is taking longer than expected. However, please rest assured that your device is currently being repaired.

Could you please share the source of the information regarding the 1-4 day replacement policy if the repair takes longer than usual? This will help me assist you more effectively.

3rd December
Contacted you via o2 app chat
No update

4th December
Contacted you. No update

5th December
Contacted you. No update

"Hi Antony, thank you for being patient while waiting for my response and completing the security check. I'll certainly check your account and help you with repair query.

I am sorry to know that you're experiencing a issue with the device..

I have checked your account and  can see that the request was in process and you will be notified as the replacement device will be sent. "

10th December
Contacted you. Service request was raised to the repairs team

" Antony, Thank you for sharing the details.

I have raised the request to the repairs team and they will get back with an update on the phone status.

I would request you to please allow 24-48 hrs of time for an update from the team.

Once again I am sorry for the hassle that has been caused to you. "

12th December
Contacted you.
No update. Service request re-raised to repair team.

Was confirmed by phone was to be exchanged:

" Hi Antony, I do understand, I can check that your Repair Ticket is in progress and a exchange was requested by the Repairs centre on 05/12/2024 we need to drop a mail to our repairs team and get an update from them, it will take 5 working days. Let me know if it is fine for you? "

16th December
Contacted you.
No update. Was advised was waiting on parts being exchanged

" Hi Antony, I do understand, I can check that your Repair Ticket is in progress and a exchange was requested by the Repairs centre on 05/12/2024 we need to drop a mail to our repairs team and get an update from them, it will take 5 working days. Let me know if it is fine for you?"

18th December
Contacted you. No update.
Was reassured phone would be exchanged

23rd December
Contacted you.
No update. Escalated again to repairs team. Again reassured device would be exchanged.

" Hi Antony, I apologize for the delay in getting back to you, and I appreciate your patience.

I'm really sorry to hear that you've been without your phone for a month. That must be incredibly frustrating, especially without a usable alternative"

29th December
Contacted you. No update
Queried whether i could pick up a replacement in an o2 store. Was advised no.

2nd of Jan
Contacted you. No update.
Advised to call Repair centre directly.

6th of Jan
Contacted you. No update
Advised will be replaced soon

"Hello Antony, thank you for contacting O2, and we apologize for the wait time to connect with us and would like to appreciate your wait.

Upon checking the details for your account, I see that te device repair booked for the Pixel 7 Pro 128GB Hazel
Raised on 23/11/2024 is still in progress and willbe completed soon,

Antony, This was the fault informed for the repairs team :
    
Part of the screen has gone black and customer has started getting a black spot on the bottom left hand side of his phone


Antony, Have you received any email from the team ? If yes when was the last email sent and what was mentioned in it please ? "

7th Jan
Contacted you.
Was told my phone had been received on the 5th of January 2025, and should wait timescales based on this date (-incorrectly)

" You're welcome, Antony 😊

Meanwhile I've checked the account and can confirm that your device has been received on 05/01/2025 at our repair center.

The service request number for this repair order is TELEF-BK-001290875

As per the fault you've reported, our repairs team will thoroughly diagnose the device.

We will keep you informed and provide an update on whether the device will be repaired or replaced as soon as the assessment is complete.

Meanwhile if you'd like you can get in touch with them on 01603 269959.

Your patience and understanding are appreciated❤️"

And

" I truly understand your frustration with the delays and the miscommunications, especially considering this issue has been ongoing for nearly six weeks.

I apologize for the inconvenience this has caused❤️

From what you've mentioned, it appears that the replacement device has not yet been sent, as the repair order is still in the queue"

9th of January
Contacted you. No update
Customer services escalates to a manager.

"I'm so sorry to hear about  the difficulties you've been facing recently, including spending time to contact us. I understand that these circumstances can be very challenging, both emotionally and financially. I will escalate it to my manager and we will have an update in 24 hours. I will keep a follow up and will send you a text.

Can you please me your number to send a text?"

10th of January
Contacted you for update on manager escalation. No update. Advised to wait 24-48 hours.

" Hello Anthony, I'm sorry to know that you have not received the replacement device and it was escalated to a Manager yesterday. As you're connected to me, I'll get this checked for you today.

I've checked your account and I can see that the team is working on it and you will soon receive an update. Usually it will take 24-48 hours but for you I'll again send a chaser email to the dedicated team and you will receive an update at the earliest.

I would really appreciate your patience and understanding Anthony. "

13th January
Checking up on manager complaint.
Was told, despite contacting you via the o2 app previously that I've contacted the wrong team. Chat is then closed by customer advisor.

" Hello Antony, Happy New Year. My name is Srishti, thank you for waiting while connecting with us through O2.

I'm really sorry to hear that you've been waiting so long for your repaired device. Seven weeks is indeed a lengthy and frustrating delay, and I understand how inconvenient this must be for you.

Just to inform you that we are not the relevant team however I am giving you the details of the relevant team please contact them.

0344 243 1111 This is the number of the device repair team I request you to contact them"

18th January
Checked for update on escalation raised via phone call. Advised no update.

Told to wait again.

"Hi Antony, Sorry to keep you waiting whilst connecting to us. I understand you wish to get an update on the repairs.

Antony, I am sorry for the trouble caused to you. I can see that the request was raised yesterday by our voice support team to the repair centre as the repairs team do not work on weekends I would request you to wait till Tuesday and as soon as we get an update you will be updated about it accordingly be assured. "

20th Jan
Contacted you. No update. Told to wait longer.

" Antony, I am sorry for the delay in response and thank you for your patience. I have checked in your account and I can see that you have booked a repair on your account on 23/11/2024, Reference number TELEF-BK-001290875.

I can see that the update request is already placed to the dedicated team on 18/01/2024, however we still have not received any updated as per informed please wait till Tuesday as soon as we get the update we will notify you.

Please let me know if you have any further questions. "

21st Jan
Contacted you.
No update. Advised need to wait more time to allow for my device to go through quality checks.

" Hello, Antony. sorry for the wait while we connected through O2. I hope you are doing well. I understand that you are looking for an update on your warranty replacement. Rest assured; I am here to assist you in the best possible way.

Antony, as I can check form my end that the repair ticket has been already raised and is set to high priority right now. I can feel you as it has already been many days since this issue has been raised. But rest assured, the repair ticket has been set on high priority which means the resolution will be provided as soon as possible. I truly wish I could fix this right away. However, this issue is taken by the technical team. However, I can see that work is actively going on and this will be fixed as soon as possible."

"
Antony, it has already been reviewed, you will also receive the updates on it. I would request you to wait for few days as the device goes through some mandatory quality checks, which is the reason why it is taking time. But rest assured as it has already been so many days and Exchange is already requested by Repair Centre, and it is set on high priority.

22nd January
Contacted you. No update.
Told to wait more time

23rd of January
Contacted you. No update
Told to wait more time


24th Jan
Contacted you. No update
Email raised to repair team.  Reassurance given it will be resolved

" Antony, as I can see that there has been a long time since you are waiting for your devices, I'm sorry for the inconvenience which you have gone through, as I can check from here that the last update is on 05/12/2025 when your device has been reached on repair centre, we can do one things we email the repair centre from here so that they will update us what's the current status of your device is right now then we will be able to update you or you can do one thing which will be more faster to resolve your issue is that you can directly contact on 202 number which is our voice team number

*Antony, firstly I'm extremely sorry for the all the problems and stress which have caused to you, as I'm also human I can also feel the same thing, but believe me or you can also use my chat conversation as proof, please contact on 202 number you will be connected to our voice team, and they will instantly contact repair team on call and will ask for an update then and there, I'm assuring you from my end that this will definitely work, or if you want then we can send an email into the repair team to get an update for your devices as by sending and receiving email will be some time, I know very well that you are very sad, could you please call on that number? "

26th Jan
Contacted you to get an update.
Was advised that there was no evidence of an exchange in the system and that no order or replacement was being organised. Advised that as the "voice team" had provided those reassurances i would need to contact them.

" Hello Antony, I have gone through your profile thoroughly, however I can see any details regarding you replace against the warranty, I wish I could help you with those details, however no details are there regrading replacement, and no order is placed in your account.

We are really sorry for the inconvenience, however, please do not worry, I will give you the resolution so that everything gets sorted out smoothly.
As assurance has been given by voice team and there is no evidence regarding replacement and no order placed in your account, so I humbly request you to reach out to the voice team and call to 202 so that you can get the details from there."

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The above interactions were all via Web chat service via the o2 app.

I have also called your customer services team, via my old phone when it was intermittently working (-my old phone has a faulty sim slot) and via a Skype service I've had to pay for (-via my o2 account) so that I'm able to call you.

I have contacted you by phone, including the repairs team, a company called Likewize, who apparently is a contracted supplier of yours and your customer services team:

4th December
16th December (-numerous times)
30th December
2nd of January (several calls)
3rd of January
7th of January

After this my phone stopped working. I've called you via Skype on the following dates:
13th of January
15th of January
17th of January
20th of January
24th of January.

When I've asked to make a complaint on a call. I've been put on hold and put back in to the automated system.

I've had the phone put down on me. I've had several promises of escalations and call backs, with no response or resolution.

I've been refused on every occasion when I've asked to speak to a manager, most recently on the 24th of January. After the last 40 minute call, i was reassured that this would be escalated to a manager and would look to be resolved.

To then check on this today - it's followed the same pattern of incompetence.

WalshSall

You are well within your right to complain and receive compensation! I would consider contacting your bank at this stage. More advice here: https://www.financial-ombudsman.org.uk/consumers/complaints-can-help/credit-borrowing-money/goods-services-bought-credit

I have had success with a number of purchases where the company has gone into administration after I purchased, or they did not deliver my goods for whatever reason.

Well done for keeping all the evidence of the dates and live chats, that should make it easy. I've done it with two different banks - Santander and Nationwide, it is a case of a phone call, a form fill with the evidence, and they will help you.

anthmack

Thank you! This is really useful, I'll have a look in to it, and whilst it'll definitely help getting the money back for a service I've not received for 3 months, it still keeps me within their contract meaning it rolls on indefinitely (without having the freedom to order a new phone).

I may have to buy a cheaper phone and potentially looking at them asking to refund me for it. 

Ergates

anthmack said:

I may have to buy a cheaper phone and potentially looking at them asking to refund me for it. 

You can get a basic phone for £10 from somewhere like Argos - if you're missing calls etc, then I would strongly advise you do this.

cannugec5

I would write an old fashioned letter headed ‘complaint’ and sending it by mail. I would outline the issue as you have done, and add the print out of the transcripts. 

When I had a problem with Vodafone a written letter got a response from higher up  the chain within 48 hours. 

anthmack

Thank you. It's definitely worth giving it a go! I did message them on social media and asked whether they'd fund a cheap temporary phone whilst this issue continues.. And they've credited my account with £50. So I've bought a cheap smart phone (-moto g04) to cover me whilst this continues.. I didn't actually think they'd say yes. So a (-small) victory. But makes me think this isn't going to be resolved soon!