Split Magsafe Case

[will_0407]

My wife's iphone 12 magsafe case was less than 3 weeks old when the bottom lip split. I've called o2 4 times to get it replaced (Apple said to contact o2 as that's who I bought it from). 3 times they hung up while I was on hold while they were supposedely sorting a replacement order, and the 4th time I was told the replacement order had been placed and I'd get a confirmation email....needless to say, no email ever received.

Is there any other way to get this replaced? I'd try a store but obviously they're closed due to lockdown and I feel like they'd tell me to call anyway as it was an online order.

[MI5 · Accepted solution]

@will_0407 

For online orders you'll need to keep trying to call.

All numbers are in this guide Guide: Coronavirus Community Help and Support 
When you call, you will be asked for the reason you are calling.
Stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to someone.
You can also try saying "Upgrade" or "Fraud" to be connected to an advisor.
8.00am is the best time to call if you can.