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Incomplete Delivery


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

Lösung von o2_Michi

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

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o2_Michi
  • Moderator
  • 10. Dezember 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 


jsc
Meister/In
Forum|alt.badge.img+4
  • Meister/In
  • 10. Dezember 2024

o2_Michi
  • Moderator
  • 11. Dezember 2024

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 


o2_Michi
  • Moderator
  • 12. Dezember 2024

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


**Subject: Urgent Complaint Regarding Fraud Case and Missing Delivery – Request to Cancel Contract or Deliver My Order Immediately**

 

Dear Sir/Madam,

 

you already know about my case instead of that let me give you quickly reminder 

 

My name is Himanshu Kumar, and I am an extremely dissatisfied O2 customer due to the mishandling of my case.

 

I have been fighting with O2 for the last two months regarding a fraud case related to my Apple iPhone and AirPods order. I visited an O2 shop in person to resolve the issue, but I was told to contact O2 directly by phone. I made multiple calls to save time, but I have not received any satisfactory answers.

 

I have sent numerous emails to both DHL and O2 but received no proper response. After a long time, I received only one reply from O2, but now I have been informed that you are deducting my monthly payment without delivering my phone and AirPods. This is unacceptable, and I am deeply frustrated with both O2 and DHL.

 

Let me explain my situation briefly:

 

- On **November 30**, I ordered an **iPhone 16 Pro** and **AirPods 2nd Generation**.

- On **December 3**, I received a message stating that my package had been delivered. However, I never received the phone and AirPods.

 

Following O2's instructions, I sent the **empty package with the damage report form** to the **DHL office** in Hamburg, as per the address mentioned in the form.

 

The package was **returned to me**, stating that it could not be delivered. I assumed I had made an address error. After calling O2 again, I was told to send the package to the **same address**. I did this, but once again, **the package was canceled and returned to me**.

 

Later, I received an official letter from **Telefónica Germany GmbH** with instructions to send the damaged package to:

 

**Telefónica O2 Germany GmbH, Kundenbetreuung, 90345 Nürnberg**

 

On **December 23**, I sent the package to the specified address, and **on December 30**, the package was successfully delivered.

 

Despite all this, O2 has **deducted my first installment payment from my bank account**, even though I still have not received my phone and AirPods.

 

I am a student living alone in Germany, working hard to balance my studies and job. This ongoing situation has caused me significant distress, and I am now in a very difficult position.

 

I kindly request that you:

 

1. **Cancel my contract immediately**

OR

2. **Provide my phone and AirPods as soon as possible.**

 

Please treat this matter with urgency.

 

Yours sincerely,

**Himanshu Kumar**


bs0
Profi
Forum|alt.badge.img+9
  • Profi
  • 9. Januar 2025

You should send your request to o2 using the **contact form**.

https://www.o2online.de/kontakt/


I already did this process after that I got one latter from o2 and in the latter they were asking for what happened with you in proper and send the parcel along with the all documents to us 

I complete the process but its Benn 2 weeks now no response 


o2_Gerrit
  • Moderator
  • 15. Januar 2025

Hello ​@Himanshu pal,

thank you for keeping us updated here. I could take a look and I see that the colleagues from our special department sent a letter to you regarding the Declaration in lieu of an oath, where you have to fill it out anew and sent it to us in order for the colleagues to proceed.

Only one of three possibilities needs to be chosen, and according to your concern it would be this one:

Best Regards,

Gerrit


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