Cant return a damaged mobile phone that is insured?!

[Anonymous]

I have all my mobiles with O2 and until today had no complaints.

My daughter’s mobile was damaged on Saturday. I went to an O2 shop that I use all the time and was told I had to report it over the phone. When I did, I was told they were too busy to deal with my call and could I ring back on the Monday (today). Good customer service right there.

I made the call as they requested, but was told i can’t return my damaged mobile because they can’t see when it was last used. I explained they had sent a text to it with a security code that very morning and I was using it as I spoke to them. None of this evidence mattered. I was told I would have to ring again in the afternoon, or the following day. I asked what if they still could still not see any evidence of use (even though they admitted I was indeed using it as we were speaking) and they could not answer.

In other words, it would appear I am stuck with a broken phone that is insured, but I can’t return because they have a problem their end (they admitted it during the conversation). It was apparently a companywide issue (since Saturday) and no one will be able to return their phone at the moment.

Is this true, no one is able to return a phone if broken at the moment?

I am perplexed and disappointed with this poor customer service. It would be interesting to know if they told me the truth about the issue being companywide. I assume the calls are recorded so they could verify this has been said to me?

[MI5]

What a complete load of tosh.
Call back and demand the services you are paying for and don't be fobbed off by yet more incompetence !

[Cleoriff]

I haven't heard anything about problems returning phones. Maybe @Toby our head of community could advise more on this ?

Edited. spelling

[Cleoriff]

Information about O2 Insure here http://www.o2.co.uk/help/digital-services/o2-insurance

Claim form https://static.o2.co.uk/www/docs/o2insurance_claimform.pdf

[madasaf1sh]

Is the handset you are trying to claim on insurance with the one that was originally purchased with the contract, or replaced previously by Insurance.

Is your IMEI showing in My o2 the same as the handset, you can find out by typing *#06# into the phone (if you can see the screen or use the screen).

Also through the enterprise channel not heard of any system outages at o2.

[jonsie]

Total fabrication and awful customer service. I don't even see a problem if the phone is insured. The sim card is in the phone and presumably it's latched to the IMEI in My O2?

[MI5]

Customer services should be completing the claim form.
There's no need for the customer to do so - sounds like someone CBA !

[Anonymous]

Hello

Trying to figure out the message board. First time ive used one

Thank you all for replying

Is the handset you are trying to claim on insurance with the one that was originally purchased with the contract, or replaced previously by Insurance - It is the original handset

Is your IMEI showing in My o2 the same as the handset, you can find out by typing *#06# into the phone (if you can see the screen or use the screen) - yes it is

[Cleoriff]

Totally agree....I am sure it takes them longer to fob people off....than actually do the job they are paid to do....

[MI5]

Call back again @Anonymous and stand your ground until someone completes a claim form for you.