O2

[T4M]

My mobile broke a few months back and i sent it away to O2 to get it repaired. They said they would send a replacement when they received my old one.

I phoned a few weeks ago to see where the new phone was, and got told that the handset was out of stock and i would be placed on 'back order' and I specifically asked if they had received the broken one, to which the woman on the phone said 'yes'

I phoned just there and was told that they haven't got it, and although i sent it Special Delivery, i binned the receipt after the last call to O2, so have no proof of postage.

Any ideas what i should do next?

[S14RRJ]

Perosnally i would have some strong words to them, and if you can remeber the date of the first phone call, then refer to that date, and then speak to a manager, almost 99 percent the manager will acknowledge what has happened and will sort something.

I work as a manager in a call centre, and always give the customer what there want just to resolve it quickly

[glynn]

all calls should be loged on there computer system so i would keep on their case

[T4M]

Th guy i spoke to obviously had a record of my call as he was able to tell me that when i called i was told the handset was out of stock. I didn't mention that to him........

[S14RRJ]

th best way to go about it, is think about what you going to say write it all down, like a script always be professional, never shout, but be demanding, ask for full names (probally have a policy not to give it) and take a contct number or extension number at the start just in case there get fed up and "accidently" cut you off.

Tell the person exactly what you want from them, and what you want them to do, if there say its not possible, then like i have said speak to there manager. working in a call centre all the above would put the department on toes.

[S14RRJ]

also ask for a reference number of call log number for the call you just made and previous ones

[glynn]

Th guy i spoke to obviously had a record of my call as he was able to tell me that when i called i was told the handset was out of stock. I didn't mention that to him........

best you get back on the phone tomorrow then tam and get it sorted asap

[Vec-trance]

I've just had a similar thing with Orange. Made them play back the recording of my last call. End result £55 refund. Keep at them mate.

[T4M]

According to them the faulty phone is not showing as recieved by their warehouse. I mistakenly binned the proof of postage so don't have proof it was sent, but the woman i spoke to a few weeks back said it had been received. I'll phone them tomorrow and get them to play back the recording