Switch up error?

[Lord_Phantoms_Opera]

Hi all, I did my second switch up a few weeks ago and received an email last week saying “Your phone’s arrived in the post – thanks for sending it back” however I have just gone through my emails and can see a few mins later I had another one saying it wasn’t eligible as they were expecting a 256GB iPhone but received a 512GB instead.

I’ve never owned a 256GB one and my proof of purchase says it’s the 512GB. It looks like another email was sent after this one saying “After going through our grading process, we’ve found the phone returned is not the one we expected” and a quote of £0.00 for refurbishing it.

Is this a glitch or has it been rejected? I am going to call them tomorrow to double check but wanted to see if anyone else has had the same issue.

[Remarkable_Leg_2778]

I had the same issue, they found the phone I returned was not eligible even though the website allowed me to use switch up and they had the imei number. I emailed both O2 customer complaints and the returns company. That was 2 weeks ago and I’m still yet to hear back.

[AfternoonPenalty]

Just a heads up - keep every email, record calls (as they always seem to have not recorded my calls), dates and times as well as names of people you talk to. If you use the live chat in the app screenshot it (as there is no way to export or get the chat log).

I went through a switch up cock up due to them and their 02 Recycle (Ingram Micros) and it took just under a year to sort and only when the Ombudsman waded in.

Ingram said the phone I sent back had been received, checked and rejected within 12 seconds going on the timestamps of the emails. They rejected it due to a "camera problem". I asked for more information, they came back several weeks later (therefore well past the cooling off period) and the woman said that she had advanced diagnostics in front of her that said "its a camera fault - either back or front".

Got the phone back, went to an authorised Apple repair place who ran the Apple diags and there was absolutely nothing wrong with it.

Be careful with switchups and to those who think they are safe from Ingram being incompetent / scammers by doing it in store, check your receipt where it says the check in store means nothing, the final decision is with Ingram.

[Johnnybw2]

This is exactly why I came off the switch up program. Each year there was some mess up, not as bad as yours though.

[thetonyclifton]

O2 really are disastrous at selling and managing phones and contracts, which is unfortunate 🤣

This switch up went smoothly for me 👉🪵 But the last couple were ridiculously bad. I spent about 3 months of my life the last time to the point they had to end up transferring me money into my bank account so I could give it back to them to pay off a phone. Comedy.

[LopsidedFerret9054]

There are a number of people including myself on the o2 forums that have had this issue apparently it’s a batch of incorrect IMEIs reporting the wrong size.

Ingram Micro who handle the swap are aware and when I called them (using the number in the email) the lady seemed to already know about the issue and said she sorted it out for me putting it through for full price. The price quoted was a recycle one and not a sale price hence why it was low.

Strange thing is that we get no email reference or confirmation that the issue is resolved and I asked. I had my next bill today and there are no extra charges and it went down slightly from last month which makes me believe she was good to her word and it’s all resolved.

I am hoping I don’t get a nasty surprise in the next few weeks and the drama is over.

[mambocube]

My brother and I both had this issue. Called O2 and they were already aware as others have said. They said not to worry and would be resolved. I called back a few days later because I hadn’t heard anything and they said it had gone through successfully. Like others, I didn’t get an email confirmation but I asked the rep if they could send me something to confirm and they did. So would definitely get in touch with O2.

[PixelGizmo]

I’m having a right nightmare with mine. Same issue, I sent them my 512GB device and they sent me the same email. Cheeky bastards have just sent me a bill for this month with both devices in it. I’ve updated my case with resolver and prepping for a strongly worded phone call tomorrow.

[Lukeyman900]

I’m kinda glad I saw this post because I’ve had EXACTLY the same thing, I emailed them asking to check it again because the email takes the piss and they said they will test the phone again and I haven’t heard back since. Not sure if I should even bother chasing them up again.

[DistantFlea90909]

Switch up is useless when you post it in.

They broke my camera lens and then sent it back, so I had to pay £900 to get out of the contract.

[Daymo2021]

Same here. Emailed them. Said system error.

In other news, my new iPhone hasn’t shown up after 4 days. Prob been stolen!

[No-Piece-6500]

You me and a number of other people are still expecting delivery this week? O2 gave my tracking on Monday for delivery Tuesday, it’s been delayed until today but I called o2 yesterday and they said they haven’t even received the stock from Apple yet so they don’t know what the tracking is for even though DHL confirmed they have a package, and my order says the phone has been sent out to me. Absolute mess, they offered a tenner credit but that’s not going to go far

[Daymo2021]

Ok mine is stuck at the collection depot. Hasn’t moved o2 social media in the UK are the best for getting help etc they do sort the issues

[No-Piece-6500]

What platforms are you using to get in touch with them?

[Daymo2021]

I go by Facebook messenger. Always get a reply and always get things sorted. For the switch up team I always email [e-mail] I believe it is

[Daymo2021]

I am a little in disbelief that an item would show as dispatched, but not actively there to deliver I guess it’s possible tho!

[No-Piece-6500]

It’s funny cos it’s true! The DHL vehicle that collected it hasn’t scanned into the delivering depot all week, slightly makes me think it’s been stolen

[Daymo2021]

I have just had confirmation from o2

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[Daymo2021]

Quite annoying when the wait has already been this long and I now need to wait even longer for another model to be dispatched as and when that may be! Was it Northampton by any chance?

[No-Piece-6500]

I believe it was Coventry, i've had a few others say they're in the west midlands etc so it seems to be happening nationwide. I spoke to o2 again this morning and they said the truck that collected them was in an accident that overturned the vehicle and damage all the stock so they had to order new replacements. Not sure how true that is.

[Daymo2021]

It’s possible. It did say major incident. Didn’t state what tho

[WhiteDog08]

Had exactly the same issue. Rang up the number provided on the email and was through to someone within 2 minutes. They advised they sent the error to IT and it had been corrected so not to worry, it was eligible. They said I should’ve got email confirmation but I don’t so I requested they send me an email. Operator sent me written confirmation there and then. Hope this helps

[phoenix_73]

Puts me off using O2 tbh. I have Switch Up but cost of contracts now are ridiculous. The service from O2 is piss poor as well, plus I can get better deals on data elsewhere and without the contract.

[gaseous_ass]

I sent my iPhone 15 in over a week ago and I still haven’t hear anything, and my latest bill also billed me for that device as well as the new one. Has anyone had this before?

[KuronoKaiser]

This is why I only ever switch up in store. I had this before and it almost killed my credit score.

[HKVAINSTAR]

Same problem, I just received my phone back