damoblack
18th September 2006, 08:40 PM
Got a k800 on o2 online 200 a little over 5 weeks ago. Unfortunately i lost the phone after only a week (silly i know but thats why you take out insurance!). i contacted o2 who put me through to there insurance who took my crime reference number and said that the phone was out of stock and it would be in stock within a week. A week and half passed so i rang them to find out what was going on. I spoke to a o2 customer service agent who contacted the insurance while i was on the line to him. He come back to me and said that they were still out of stock but he would give me 2 weeks free line rental free for the trouble, however if it wasnt in stock in a weeks time that o2 would and i quote his words "accomodate a phone themselves". Another week then passed and still no contact. i rang up o2 again to which i told them my situation and that this was simply not good enough. They agent i spoke to this time said that the guy who had said that they would accomodate me with a new phone was talking nonsense as it was now in the insurers hands. He then put me through to the insurrance dept who said they had tried to ring me but they had noted down my contact number down (likely story). Ever more enraged i wrote 2 complaint letters and sent one to o2 head office in leeds and one to there insurance dept in witham. I got a letter back from head office saying that they were very sorry and they would credit me with 60 pound as a goodwill gesture. i got a letter back from the insuarnce saying terms and conditions say that we can offer me a similar phone (i dont class a nokia n70 as a similar specification phone as a k800!) but besides the point i have also purchased a 1 gig card and car kit for my phone and i really want the k800 (part of the reason for taking up this contract). if i didnt want a similar phone then i would have to wait. all in the t+c`s. on saturday i got a letter off them saying they had tried to contact me on wednesday the 14th (i know this is untrue as my phone logs all calls and no one had rang that day with any number, not even witheld.) so i contacted them today and the woman on the phone said yes its in stock i`ll have delivered to you tommorow between 8-5. I thought finally sorted. How wrong i was. 3 hours later i got a call back saying that there had been a computer glitch and it was really still out of stock. After lying to me some more that maybe that i wasnt high enough up in the list of people who needed a phone accomodated to them and maybe thats why i wasnt called. Really really pi**ed off by now i argue that the situation was shabolic to which i got a reply theres nothing more we can do. I then called up the complaint review executive namely Mark Hemson who had sent me the goodwill letter and explained to him that further to my letter that i sent now further developments had now arisen. He called the insurance for me and then rang me back and simply said that the phone was out of stock and that they would ring me immediatley it come back in stock but they dont know when that will be. At present this is 4 and half weeks i have been without my sim card and phone while still paying my £35 month contract. It has also cost me to run a payg phone in this time while i have no service from my contract. I have spent numerous phone calls trying to sort this and i am really disgusted in this. Where would i stand legally if i wanted to cancel my contract with them. because they could argue that they have offered me a similar spec phone (to which i think all the similar ones offered are inferior to the k800 my personal opinion) but i think they must of broken there part somewhere in this derisory service they have given me. surely a company as big as o2 have not been out of stock of this phone all this time. still ongoing after 4 and half weeks.