Complaint O2 has agreed to free repair, what next?

[Paul820]

I put a complaint in with O2 late August about my faulty phone, sent them the evidence of mine and other users with the same phone who are having the same issue as me. It took them a number of weeks to call me back, when that call came through on the 9th October the advisor said that O2 will take the device and repair it free of charge and I will get an email with the details, the next day 10th October I received a text message asking me to review how my device repair went. When they clearly haven't had my phone at all to repair it...

Customer service don't have a clue about it.

Think I might be best to progress my complaint onto the ombudsman with Resolver.

[Cleoriff]

@Paul820 

Complaints are currently taking 8 weeks to resolve.

Before you do that I would contact the social media team who are based in the UK.

Message O2 on Facebook (  https://o2uk.co/O2CFB) , Twitter (X)(  https://o2uk.co/O2CTW) or Instagram (  https://o2uk.co/O2CIG) , they should be able to help.

[Oxonian]

@Paul820 

I personally would e-mail O2 on :-

complaintreviewservice@o2.com

Make it clear that this is not a new complaint but a follow up your existing complaint, reference number xxxxxx, and that you have not received the promised e-mail telling you what to do next. 👍