Courtney, 04 Jan. 2025 , 10:11am
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O2 Virtual Assistant, 04 Jan. 2025 , 10:11am
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O2 Virtual Assistant, 04 Jan. 2025 , 10:11am
Before we start, I’ll just need your mobile number.  
  
Please make sure you type it without any spaces.
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Courtney, 04 Jan. 2025 , 10:11am
07927204220

O2 Virtual Assistant, 04 Jan. 2025 , 10:11am
[Rich Content]
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Courtney, 04 Jan. 2025 , 10:11am
Something Else ❔

O2 Virtual Assistant, 04 Jan. 2025 , 10:11am
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Courtney, 04 Jan. 2025 , 10:11am
Something Else ❔

O2 Virtual Assistant, 04 Jan. 2025 , 10:11am
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Courtney, 04 Jan. 2025 , 10:11am
Pay Monthly

O2 Virtual Assistant, 04 Jan. 2025 , 10:11am
I'll just check if we have an expert available to help.  
  
Please be aware you may need to answer a few questions to help us identify you.
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O2 Virtual Assistant, 04 Jan. 2025 , 10:12am
Thanks 👍- give me a second whilst I check your details.
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O2 Virtual Assistant, 04 Jan. 2025 , 10:12am
[Rich Content]
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Courtney, 04 Jan. 2025 , 10:12am
Lost & Stolen

O2 Virtual Assistant, 04 Jan. 2025 , 10:12am
Thanks! 🙏
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O2 Virtual Assistant, 04 Jan. 2025 , 10:12am
Please can you confirm your full Name
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Courtney, 04 Jan. 2025 , 10:12am
Courtney ryall

O2 Virtual Assistant, 04 Jan. 2025 , 10:12am
Great, please can you confirm that you are the Account Holder whose name is associated with this My O2 Account?
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Courtney, 04 Jan. 2025 , 10:12am
Yes

O2 Virtual Assistant, 04 Jan. 2025 , 10:12am
We’ve got all your details & saved everything you've told us, so what happens next? 🤔  
  
Your conversation is now in our queue 💻 & you’ll be allocated one of our agents in around 30-40 minutes so there’s no need to call us 🤳  
  
Once we have an agent with you 🙋‍♀️they will read your conversation & reply in under 10 minutes. Your phone 📱 will tell you when we've replied so we can get the conversation started, we’ll be with you soon.
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Info [Automated], 04 Jan. 2025 , 10:19am
You are now connected to Soaif Ali, who will be reviewing your conversation so far and will respond as soon as possible. Make sure your notifications are on so you don't miss our reply!  
  
But hold tight & don't worry Soaif Ali will be replying in a few minutes.
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Soaif Ali, 04 Jan. 2025 , 10:19am
Hi Courtney, and good morning! I appreciate you contacting O2. My apologies for the wait.  
  
I'm here to assist you with your O2 account. Please share your query in detail. If you have multiple questions, listing them all together would be very helpful.
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Courtney, 04 Jan. 2025 , 10:23am
Hi, i sent my phone off to be repaired on the 5th December 2024. The tracking receipt says that my phone was delivered to the repair place on the 6th December. Ive been trying to get in contact with them since but ive heard nothing back and have been left a month without my phone

Soaif Ali, 04 Jan. 2025 , 10:28am
Thanks for the information. I see that your repair job has been cancelled, as your phone was not received to the repairs team.  
  
Can you please share me a screenshot of the tracking which says that the phone was successfully delivered?  
  
Please follow the below mentioned steps to share image on this messaging service:  
On your mobile device, open the Google Photos app.  
Select a photo, album, or video.  
Tap Share.  
Under ‘Share to apps’, select another app to share to. Swipe left to find more apps.  
To create and share a link, tap Create link.  
**Note: If you don't have Google Photos app, you will need to download it.**
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Courtney, 04 Jan. 2025 , 10:33am
https://photos.app.goo.gl/TXP1j3jy1Pej96jY9

Courtney, 04 Jan. 2025 , 10:34am
https://photos.app.goo.gl/6R9co3r49jBSy1h9A

Soaif Ali, 04 Jan. 2025 , 10:52am
Thanks for sharing the screenshots. I see there's been a significant delay for sending the phone since the repair job was created.  
  
Be assured, I will write to our team and raise an investigation of your phone.  
Apparently the phone was received but still your job was closed, but let's see what's the out come of the case.  
  
They will respond us within 48 hours with an update. I would request you to please wait until then.  
Lastly, I am extremely sorry for this. I understand that you might be waiting for the phone to be fixed.
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Courtney, 04 Jan. 2025 , 10:53am
https://photos.app.goo.gl/wQEzqZNwNDRbeyzu6

Courtney, 04 Jan. 2025 , 10:54am
I was told i had 30 days to send the phone, as i needed to try find a spare one to use. I received this email 5 days after the phone was sent? Why would my repair be cancelled if i had 30 days and theyve still got my phone? That’s unacceptable

Soaif Ali, 04 Jan. 2025 , 11:04am
Courtney, actually your repair job was created on 10/11/2024, you had 30 WORKING days to send the phone.  
  
From November 10, 2024, adding 30 working days lands on December 20, 2024.  
You received an email on 11th Dec stating if you don't send the phone to us in next 9 days, your job will be closed.  
  
Certainly I believe that you have sent the phone to us, it us who are at fault that we hadn't updated our records and repaired your phone. We will need to get this checked.  
  
Our team will respond to us on this case within 48 hours, I would humbly request you to please until then.
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Courtney, 04 Jan. 2025 , 11:09am
Yeah 30 working days lands on 20th December but i sent the phone on the 5th December. So the repair should not have been cancelled. I will wait but this is unacceptable. Is there anyone higher up i can talk to.

Soaif Ali, 04 Jan. 2025 , 11:20am
I completely understand your frustration, Courtney, and I'm truly sorry for the inconvenience this has caused you.  
  
You did everything right by sending the phone within the timeframe, and it's disappointing to see that our records did not reflect this accurately. We’ll do our best to investigate this issue thoroughly.  
  
I truly appreciate your patience while we look into this. Please rest assured that I’ll keep you updated with any information I receive from our team.
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Courtney, 04 Jan. 2025 , 11:21am
Thankyou

Act as Soaif Ali and suggest the final best response also including a closure. Response should be acknowledging and empathetic.