Mobile Phone Repair in Stoke-on-Trent, Staffordshire

“I have been trying to sort out a major problem with O2. I have spent several days, many hours and many changes of personnel trying to sort out the problem over the ‘phone. Your system seems to have several problems.I contacted the details given in a letter sent to me from Virgin. This letter told me that this was something I needed to do because of the ‘merger’ of the two companies.After a lengthy sales pitch I was told that everything would be sorted including me keeping my present number. Since then I have spent a great deal of time contacting someone I could actually talk to and explaining the situation. I didn’t understand why my credit card details needed to be taken. I was told that all details would be the same as with Virgin but there was still a need to go through everything again.I received an email confirming direct debit details and this did not contain my correct name!!I contacted a series of your staff, following the information and instructions given. Each of your staff gave different information.They said that I had initiated my wish to join O2. This is not the case, I was responding to instructions in the letter I had received.In desperation I made the journey to the nearest O2 shop, a few miles away in Hanley, Stoke-on-Trent.Here I was introduced to Gerry. He must rate as one of your most senior assistants. He has an air of friendly professionalism. He listened to my situation, explained what could be a cause of the problems and offered advice and practical help.I contacted O2 as Gerry advised and followed his instructions. The person I spoke to responded in a quite mechanical way, polite but not really responding to my situation or needs. Eventually he said that he must speak to Customer Service.It seems that my initial situation has been resolved.Without Gerry’s knowledge and help I would be in limbo still. I cannot praise him highly enough. He anticipated questions and needs, assisted without patronising.He is an exemplary representative of your company.”

“My Z Flip3 was having issues. Also had some tearing on the inner screen. Had a couple days left of warranty so took it here. Came in on the Saturday on a booked appointment. By my error, I accidentally booked for Friday but they still saw me anyways. Had no issues, they took my phone. Due to bank holiday it was repaired in the morning on Tuesday. Very quick turnaround which was needed as I'm going on holiday soon! Good team, thanks for all involved!”

“I recently lost my phone, complete with SIM card, after dropping it in the local canal, which was very upsetting, believe me !I went to the EE Hanley store and explained my position to staff member Sumir.He was extremely helpful, and supportive, and immediately arranged a clone SIM card for me. He also went through in great detail all the options for a phone replacement and the various price plans available to me.This was excellent and very friendly service from Sumir, for which I am very grateful.”

“I was in there to sort out a problem which I thought I had, which led to me being over.charged, but instead it is because I'm using up all my data so now I bought a thing called a box, so I can use data outside with that”