Delayed communication from repair team.

[diddleyz]

Hi I sent my iphone in for repair. I used 02 approved returns tracked envelope. I have receipt as item was received the following day. The repair tracking number provided, when entered online in 02 gurus page states device waiting to be received. This has been so for approx one month. 02 online have kept saying sorry and telling me all they can do is email the repair team and request that they get in touch with me to provide update. This has not to date happened. Anyone here have any idea or experience on 02 repair teams efficiency please. thank you.

[MI5 · Accepted solution]

@diddleyz 

To contact the O2 Ingram Micro repair center in Norwich, you can use the number 01603 269950.

Their address is: Communication House, Vulcan Road North, Norwich, NR6 6AQ. 

[diddleyz]

Amazing. Thank you very much.

[MI5]

You're welcome @diddleyz 

[diddleyz]

Hello MI5. I called above number who explained that they were recycling service, they gave me number for 02 customers - 03334004237- who explained that they are 02 businesses recycling service, they said for 02 customer repair queries I should call 01603269959. I did an automated message answered as "welcome to 02 repair line please leave your message " I did. So I'm on the right track. Thought you'd appreciate the info. 

[MI5]

@diddleyz 

Much appreciated, thank you

[diddleyz]

I have called them again and got through. Agent was unable to locate my device even with their own repair reference number and tracking ID. Agent explained that all he could do was email dispatch team for help - 1 to days time scale given.  So two steps forward one step back. Comforting to know that at least I'm able to speak with them. Thanks.

[MI5]

Good luck mate

[diddleyz]

I have a resolution thought you'd b interested. I did'nt get the email promising update so I rang repair centre. Eventually phone was located (it was in quarantine) don't know what that meant as it no longer mattered as my repair claim was closed that morning. All repairs are shut after a month apparently. Anyway repair centre explained all they could do was ask me to ring 02 and request a re-book. I rang 02 and eventually (just under 2 hours) yes thats right 2 hours, they gave me new repair reference number. Later that day I had a call from repair centre who told me they'd received the new repair number and would commence repair. 1 hour later they rang again and said that they have instructed 02 to send me a new replacement handset. DHL have just text me informing me they are delivering today between 2-3. So all good. Interestingly the device was just over two years old and out of warranty. I still had 1 year to pay. Maybe that was why 02 replaced or repaired. UK consumer law etc. Take care. 

[MI5]

Good news @diddleyz 

On some contracts, O2 extend the warranty to cover the full term of the contract, so maybe that's what you have?