Discusting service from O2

katy-lou

My SE K850i touch screen broke last Monday morning. I rang up and was told I would have a new phone in a weeks time at the absolute latest. I had to wait for an email with an adress and code on which to put on my old phone when I sent it back.
Email should have taken 24 hours maximum.

Still no email Tuesday night. Rang up email had apparently been sent. Turns out they sent it to the wrong email address.

Wednesday dinnertime I was packaging my phone to send back noticed there was no flippin code on the email. Rang up and man looked and said I was right. Finally got me a code.
Sent recorded delivery on Wednesday.

Now a week on no phone. :mad:
Checked with Royal mail was delivered last Thursday.
Rang O2 they have no record of it.
I have to fax my proof of posting. Yeah because everyone has a fax machine dont they. Told the girl I have no access to a fax machine. "Oh well you'll have to get an O2 shop to do it."
My nearest O2 shop is 25 miles away. Due to work and other commitments its going to be the weekend before I can even get there. Then God knows how long its going to be after then.

I'm furious :mad:

reddwarf2002

I feel sorry for you, but on the whole I would say O2 is the best network both in terms of value for money and customer service.

I have found that when things go wrong, they always try their best to put things right without asking too many questions. I have been with them for 4 years and I can't say I have had any major complaints so far...maybe I just got lucky?!:p

merlinormartin

hey ... my partner and i have been with O2 for many years(when they where still BT) and have always received fantastic customer service, they even fixed my partners pda screen after he stood on it! he didnt have insurance nor did he lie about how it was broken. ...i'm sorry to hear of your bad experience in future i would suggest you call customer services and arrange to take the phone back to your nearest 02 store, you will be required to pay £25 deposit and they will give you a "curtosy phone" the phone isnt great but at least you will have one. I recently had my phone repaired due to "white screen" problems, a few days after getting the phone back the "white screen" appeared again, due to the "fault" returing within 2 weeks of them "fixing it" i received a brand new phone

feemack13

I had exactly same problem with O2 not sending the address and code for the return, and then denying they had received my phone for repair when i have proof from Royal Mail that they delivered - thank god i sent it special delivery.

I'm still in dispute with them - it took them 9 days to send a replacement - and only then when i got a helpful guy in customer services involved...but...replacement phone was in really poor condition and they now won't/can't return my original phone to me or send me a brand new phone. Watch this space for what happens next...!