O2 and my blackberry
I used to have a blackberry which i got from Dialaphone. One day it broke. So i rang O2 and they told me to bring it in for repair as it was within warranty.

Which i did...
and they sent if off for repair.

2 days later I received a call that my phone wasnt sent with a receipt. (something I had forgotten to hand in). So i go to o2 shop and hand in a copy of the receipt. Which I did.

The next day I am told my phone is waiting in the shop for collection. (wow that was quick!)

I pick it up to find its unrepaired. Apparantly without the receipt they instantly return the phone.

So, annoyed, I send it off again. With the receipt.

2 days later I receive a call saying its the wrong receipt (wrong IMIE No). I argue they are wrong, so I reprint the receipt from an email i have and march to the 02 shop again. They scan and email it to the repair man.

2 days later I receive a call saying the repair man had lost my receipt and required a new copy otherwise the phone wouldnt be repaired.

I return the shop again with the same copy I had printed off a few days earlier.

Next day - phone returned again un repaired - as following the first problem - without a receipt they automatically return the phone unrepaired, regardless if they were the ones responsible for it not having a receipt attached.

Phone resent and returned 10 days later.

30 days without my phone

£10 credit for 'inconvenience'
(Dan dan dan They tik urh jerbs!!!, Thu 23 Feb 2012, 16:54, 6 replies)

The opposite for me...
I used to have a Sony Ericsson on contract with o2 which had a problem with the screen, I was in town passing, so stopped to ask if it would be covered expecting to have to have proof of purchase and so on before sending it away.

In actual fact they were more than happy to send it away with nothing other than the phone - the serial/imei was registered on their system from when I bought it, so they had all the information they wanted there. Phone posted off, a week later ready to collect.
(442, Thu 23 Feb 2012, 17:27, closed)

i also had a nightmare with O2
I paid for phone insurance dutifully every month for 15 months and was told by a O2 guru when the home button broke on my iphone 4 that the home button was not covered under my phones insurance policy. I took the phone to apple and they replaced the phone after 15 minutes no quibbling no ifs or buts. What did i take from this experience? Well never to use O2 again and never to insure a phone. The money i would have saved not having insurance would have been half of my next new mobile. I hate being a fanboy for Apple but i cant argue with their customer service skillz.
(Cov Boy, Thu 23 Feb 2012, 19:28, closed)

I used to work for O2
and despite vowing to never work for them again (management were utter cunts at every level), their bread and butter customer service is still the best.

If you had come to me, I would have told you that you should accidentally 'drop' your phone, crack the screen, call your insurers and have a sparkling new replacement bought to your door in 24hours. Physical cosmetic faults are never ever covered by insurance, only manufacturers guarantee, so your comment about insurance is irrelevant and this is why Apple resolved the fault. Your service providers' guarantee typically only lasts a year, not even the length of the contract.

Not trying to be a dick, but read the small print and you would have saved yourself a load of time, money and hassle.
(Mr Fudge It shouldn't be illegal to have sex with an eagle, Fri 24 Feb 2012, 9:41, closed)

Design fault
The iPhone home button stopping working is a design/manufacturing fault. A well known one so Apple were in fact just doing the right thing, great service but I'd rather they spent more time getting the design right in the first place!
(Outtheresomewhere, Sat 25 Feb 2012, 8:41, closed)

Thats as maybe
but the Apple shop would still be perfectly within their rights to say "not our problem, mate. You bought it from O2, take it up with them." So in this case I have to agree, credit where its due.
(bblgoose, Mon 27 Feb 2012, 12:23, closed)

a great service on three
i had a nec 615 i think it was, bought second hand but started to have some trouble with it. so i phoned three customer services and explained to them what was wrong and mentioned that it was second hand, and they sent a courier out to collect the phone and i think it was 4 days later it was couriered back all at no cost and not even being on a contract.
not sure i would get the same service from them now though
( fluffybunnykiller Is feasting on the clitoris of life, Thu 23 Feb 2012, 21:29, closed)