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AUF DEUTSCH 

Hallo, ich lebe in Deutschland. Letzte Woche habe ich auf der offiziellen O2-Website ein iPhone 16 Pro mit AirPods 2. Generation bestellt. Aber was ist mit mir passiert? Ich habe am 30. November eine Bestellung aufgegeben und eine E-Mail von DHL erhalten, dass mein Paket am 3. Dezember angekommen ist. Am 4. Dezember habe ich mein Paket im nächsten DHL-Shop abgeholt. Ich nahm mein Paket, unterschrieb, dass ich meine Bestellung erhalten hatte, und ging zurück in mein Zimmer. Danach öffnete ich das Paket und sah, dass sich in der Schachtel ein 1-kg-Paket Zucker befand. Ich war überrascht und ging plötzlich zurück zum DHI-Shop, aber DHL weigerte sich, es zurückzunehmen und sagte, wir hätten Ihnen Ihr Paket gegeben und seien jetzt nicht dafür verantwortlich. Ich ging sofort zur Polizeistation, um diesen Betrug zu melden. Jetzt habe ich das Paket zusammen mit einem Schadensbericht an DHL zurückgeschickt. Jetzt mache ich mir Sorgen, ob ich mein Telefon zurückbekomme oder nicht. Wenn jemand einen Vorschlag für mich hat, wäre das wirklich nett.

AUF ENGLISH 

Hi i live in germany last week i ordered one iphone 16 pro with AirPods 2nd generation from official o2 website but what happened with me i placed an order on 30th November and i got email from DHL that my parcel has been arrived on 3 December on 4th december i went for picking up my parcel from nearest DHL shop. I took my parcel and signature that i got my order and i went back to my room after that i opened the parcel i saw there is 1k of sugar packet inside the box i was surprised and suddenly went back to the dhi shop but DHL denied to take back and said we gave you your parcel now we are not responsible for that immediately i went to the police station for complain against this fraud. Now i sendend the parcel back to the DHL along with Schadenanzeige Now i am worry about that i will get my phone back or not if anyone have any suggestion for me it would be really nice

Edit o2_Antje: Moved from Tarife to English Community / 10.12.2024

Hello ​@Himanshu pal,

welcome to our community. 😊

Sorry to hear, that the delivery of the phone failed. Did you send us the “Schadensbericht” from DHL too? That would be the next step. You can upload (“Datei auswählen”) the document via our contact form.

If you have further questions please write us here. 🙂

Best regards,

Michi

Hi sir/maam 

could you please explain the process step by step or can i get your gmail id 

i am not able to find the page of personal data  

because of the german language i am so confused and lacking the steps 

Try this

https://www.o2online.de/service/kontaktformular/?_gl=1*bhxt1h*_gcl_au*Njg0NDQwMjg3LjE3MzM4NTM2NzM.#/Bestellung_&_Aktivierung/Lieferung,_Widerruf_&_Retoure/Sonstiges

push „Zum Kontaktformular“

Hello ​@Himanshu pal 🙂

did you try the link above? Then the form will popup and you can add your name, surname and email.

The next field is called Kundenstatus, there you can choose “Ich bin Kunde” which means that you are already a customer, followed by the text field to put in whats happened.

Best regards,

Michi

Hi sir/mam 

Good afternoon

Yes i filled out the form and i did complete the step

yesterday i got reply from 02 they told me that According to the system the case has been reported internally to the logistic department. As soon it will be processed, you will get the feedback on that 

now could you please tell me what would be my next step 

i really appreciate your help thankyou so much 

Good afternoon ​@Himanshu pal 😊

right now our support team behind the form, together with our logistics department, is looking for a solution for the missing hardware and will contact you then. I dont know exactly how long will it take to come up with an answer, but they will contact you.

Could you please keep us in touch about updates for this issue? We are interested, that our community members will get the best solution and are happy with it. If you have any other questions, just leave us a message here. 🙂

Best regards,

Michi

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