I called the hotline earlier today to explain my situation, the line was a bit bad so I went outside to have a normal conversation with the people helping me.
Long story short;
I extended my contract with o2 and with a small discount and a new phone to it (Apple13 pro)
Unfortunately the DHL guy who brings the parcels to our place was lazy or need some glaces as he could not read my name on the doorbell and without no hesitation send back the phone.
When I find out that my phone was being send back, I called the hotline and they told me they could not help me till the phone was completely returned. So I did, and the girl helped me perfectly and mentioned that my phone would be send back to me and all fine….
Now 10 days later, no package arrived or any e-mails.
So I called them, and I learned that the my order is cancelled and that they won’t send me the phone anymore. I asked can you anyway send it to me, they said no. I need to order again the phone but will loose my discount! I asked if there is anyone who could help me with this, maybe your manager. She put me through with somebody, after I said and tried to explain the situation the guy just hang up on me!
I have never encountered such rude and bad service in my life… I don’t blame o2 that the phone is back, but a little bit of flexibility and friendly service is the least what you can do.
Edit o2_Sven 26.08.2022/12:19: Moved thread from o2 Mobilfunk to English o2 Community: Mobile
