O2 Mobile UK Customer Service Problems: iPhone 4 MIA

You would tend to think that ringing an O2 sales person to start a new contract with them on a nice new iPhone 4 would be simple, well you would be right in thinking that until the smartphone goes MIA (Missing In Action)

My step son who is 19 years old with a steady job with money coming in weekly decided he wanted a Apple iPhone 4 as it would be a step up from his iPhone 3GS, he decided that he does not want PAYG anymore and opted for contract instead.

All going smoothly so far, he rings O2 goes through the process of setting up a contract and he puts the house phone down with big smiles on his face excited about getting his new Apple iPhone 4 within a couple of days, got to admit he was like a kid at Christmas waiting for a new toy, which is very good to see when someone is happy.

The smiles now gone: The phone call to set up new contract was on April 1 and my step son was told that he would receive the iPhone 4 on April 4, today is April 7 and still no phone.

Call To O2: Seeing my step son unhappy that he has not received his smartphone yet and being young didn’t feel confident ringing O2 to see what was going on I decided to contact O2 customer service myself to see what was happening about delivery.

I gave them the order number and said I was ringing on behalf of my step son and the lady on the other end of the phone was very polite so no complaints there, I told them of the problem that he was supposed to receive the phone on April 4 and yet still 3 days more adding on still not got it. The polite customer service lady said that she would look into it as she did and then got back to me saying that the order has been cancelled because the phone has gone missing on the DHL system, now we cannot blame DHL (Delivery Company) as this may not be true and O2 are just trying to cover their backs (I will not point fingers, that is not fair).

In my eyes the deal was done with O2 and in such case O2 should be at blame here, now the problem that confuses us:

The polite lady from O2 said that there are a couple of options that my stepson could take, number one being re-order the iPhone 4 and contract again and wait for delivery or number two being go into an O2 store and pick one up and to do this he would have to give them a £150 deposit that will be returned within 3 months.

Not happy with this response my step son rung O2 again to see if there is anything more he could do and after a few minutes it looks like he will receive his shiny new iPhone 4 tomorrow Friday 8th April.

Please let us know if you have had this kind of problem, your input is very important to us so that we can see if this is an occurring problem or a one off. Thanks


3 thoughts on “O2 Mobile UK Customer Service Problems: iPhone 4 MIA”

  1. Rookie says:

    You are allowed to cancel any contract with in 14 days.
    Say you are not happy. With the service also say you haven't
    Got the phone the point on having a contract is to get a phone
    If not report to office off fair trading or tell o2 you will them or speak to
    There manager.
    Also say your sending out a 500 pound phone I'm sure it's covered
    O2 clearly to blame here
    I'm with o2 vodafone the best now going to be moving to them

  2. Hello, This is not a one off Problem. I am facing EXACTLY what you have described here in your post. I placed an order for a Blackberry Torch from O2 on the 22nd of April, 2011, and I have not recieved till date.
    Infact, the customer care lady told me to contact DHL, they are really messed up people. And Instead of being billed the line rental rate of £25.50, they took the liberty of charging me £204.99.
    I believe I have been patient enough. I have alerted the police and will be going to their store tomorrow with Police men.

    Im glad your son got his phone.
    Im done dealing with O2, its a rubbish network+ they have no courtesy and regard for customers.

    Thanks for sharing!!

  3. I have been an O2 customer for several years and was perfectly happy with my service until I lost my phone. I was leaving for the week to visit my sick grandfather and had just sat down on the tube when i realised my phone was not in my pocket. Having only left the house 10 minutes before I assumed that I had left it plugged in and charging and thought nothing of it. When I arrived home the following saturday, after a thorough search of the house, I realised that my phone was in fact not there and must have been stolen. I immediately went to my nearest O2 store to report my sim as missing and get a new one. While there I made a call to O2 customer service to activate my new sim. I was told by the service rep that during this week period I had acquired a bill of £213 on international calls and premium lines, none of which I had ever called before. I explained the situation and she very bluntly told me that I would be liable for the charges because I had not reported the sim as missing and had it blocked. I explained that I did not think it was missing and had reported as soon as I was aware but she said that “that is not our problem'”.

    I then spoke with the in-store customer rep and he assured me that I should call again and that it should be sorted out, as long as it was obvious that the charges were not made by me. So I called again and was incredibly relieved to find another rep who said that they were sure it could be sorted out and that, looking at my recent calls, it was obvious that they were not made by me. He filled out a form on my behalf (which was not even mentioned by the other rep) and said that I would receive a text within a week to tell me whether the credit to my account had been approved, saying that he was sure it would be sorted.

    A week goes by with no text so i call again. I am told that I will receive the text in the next few days, although the bill is set to be taken out of my account in the next few days. I receive no text and then, a few days later, see that £213 pounds has been removed from my account! I phone up the next day, outraged and explain the situation to the next rep. He looks at my account says “oh yeah, that request was declined” and proceeds to explain that “These requests are never approved” and that it is my own liability that someone else has used my phone. Once again I explain that I was unaware of the fact that my phone was not at home and did not want to cancel my entire account because of me leaving my phone at home. this receives no sympathy so I say that I would like to speak to someone who has the authority to authorise this kind of credit to my account. I am told that I will receive a call back later that day from his manager. I did receive a call and I explained that I would be cancelling my contract and spreading the word of my ordeal unless something was done about my situation, only to be told (quite rudely) that it is ‘company policy’ and that it makes no difference because he cannot authorise this kind of thing. I then ask if there is anyone I can speak to who can authorise this and I am told that no, it is literally impossible for me to speak to ANYONE who has the power to sort out my problem!

    Suffice to say, I will be terminating my contract with them as soon as possible and strongly advise everyone reading this to pick literally any other phone company. You would think that a multi million pound company would be willing to accept £200 of charges to retain a long term customer who would have remained with them indefinitely. Clearly not! to be honest though, after the shocking customer service that I was put through I would probably have cancelled my contract with them anyway.


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