topic Re: Cooling off period in Pay Monthly

Cooling off period

Guevara — Wed, 14 Mar 2018 22:58:37 GMT

In the contract it states that you can exercise your right to withdraw from the contract by visiting one of the o2 stores. Has anyone actually done it via the stores? I only ask this as the salesperson in the o2 store said it had to be done via customer services when I made my purchase. Seems strange as they are so efficient at setting up contracts, surely they would be the perfect people to make the withdrawal process as smooth as possible.

Re: Cooling off period

Anonymous — Wed, 14 Mar 2018 23:02:05 GMT

@Guevara You need to contact customer service to cancel contracts. The store can’t do it

https://community.o2.co.uk/t5/How-to-Guides/Cancelling-Your-Contract-A-Guide/ba-p/566774

https://www.o2.co.uk/contactus

Re: Cooling off period

MI5 — Wed, 14 Mar 2018 23:06:06 GMT

If purchased in store it can be cancelled in store.
O2 help here https://www.o2.co.uk/help/phones-sims-and-devices/our-change-of-mind-policy

Re: Cooling off period

jonsie — Wed, 14 Mar 2018 23:16:35 GMT

Can you feed this back @Martin-O2 or @Marjo so that we can get clarification on this? I always understood it had to be done through customer service but if it's saying in the contract that it can be done instore then it needs to be made clear that it is only possible if purchased instore?

Re: Cooling off period

Bambino — Wed, 14 Mar 2018 23:28:15 GMT

@Guevara Not even an hour ago you were enquiring about Direct Debit. Have you changed your mind that quickly?

Re: Cooling off period

jonsie — Wed, 14 Mar 2018 23:34:17 GMT

@Bambinowrote:
@Guevara Not even an hour ago you were enquiring about Direct Debit. Have you changed your mind that quickly?

And made enquiries at the store in that time too?

Re: Cooling off period

Cleoriff — Wed, 14 Mar 2018 23:41:33 GMT

Yes I do find both posts confusing. One enquiring about direct debit and the other regarding the cooling off period.

With regards to the change of mind policy though, it does quite clearly state the process for return.

I always thought if bought instore it was returned instore

Online or telephone purchases returned using Customer services.

Re: Cooling off period

Guevara — Wed, 14 Mar 2018 23:55:05 GMT

Well I just feel a little uneasy that o2 make it is so easy to set up a contract yet judging by the thread I was just directed to make it a stressful and frustrating experience trying to leave. I was on o2 PAYG for years and never once had any problem with the company in fact I wanted to stay with o2 but this contract thing seems on a whole other level, everything seems so complicated. I was attracted to the part where you could pay off your phone early then simply stay, go, change to a PAYG tariff. From some of what I've read it is not always that simple. As for changing my mind so quickly, I am just trying to discover more about what options are open to us all as o2 customers. The guides I have read have been very informative,so thank you all for writing them.

Re: Cooling off period

viridis — Wed, 14 Mar 2018 23:59:14 GMT

It really is that simple, you're over thinking things.
Your discount will get applied if told it would.
Your direct debit will leave your bank on the date o2 tell you in your bill which will be emailed to you, and text to you as well.
If you have reservations, pop into your o2 store, they are paid to help you, and will do.
Lastly, enjoy your new phone.

Re: Cooling off period

Cleoriff — Thu, 15 Mar 2018 00:05:06 GMT

@GuevaraGood for you being cautious and doing your research. You need have no worries as the members on here are always willing to help.... so welcome to the forum

Re: Cooling off period

Guevara — Thu, 15 Mar 2018 00:05:23 GMT

The conversation in-store happened when I purchased my device two days ago. I was rereading the contract and descovered it said you could withdraw from the credit agreement by visiting an o2store. The salesperson talked to me about the cancelling process when I made my purchase and said it couldn't be done in-store. Sorry if my previous post didn't make the timeline clear.

Re: Cooling off period

viridis — Thu, 15 Mar 2018 00:09:55 GMT

No no, I understood, but I think on this case the store assistant was misunderstood.
If purchased from store, you can cancel in store.
If any other method, including click and collect, you must ring customer services.

Re: Cooling off period

Cleoriff — Thu, 15 Mar 2018 00:10:05 GMT

No worries at all. We find sometimes O2 staff can confuse people .

Best of luck anyway

Re: Cooling off period

viridis — Thu, 15 Mar 2018 00:11:13 GMT

As wiser people than me say, "It's not what you're told that counts, it's what you have in writing."

Re: Cooling off period

Guevara — Thu, 15 Mar 2018 00:12:27 GMT

Thanks, yes maybe I am overthinking things but I am new to the contract side of things, and thank you cleoriff for such a lovely welcome!

Re: Cooling off period

viridis — Thu, 15 Mar 2018 00:13:15 GMT

Always best to be thorough,
And welcome.

Re: Cooling off period

Guevara — Thu, 15 Mar 2018 00:15:26 GMT

Thanks, it'good to be here!

Re: Cooling off period

Marjo — Thu, 15 Mar 2018 11:32:22 GMT

@jonsie wrote:

Can you feed this back @Martin-O2 or @Marjo so that we can get clarification on this? I always understood it had to be done through customer service but if it's saying in the contract that it can be done instore then it needs to be made clear that it is only possible if purchased instore?

Thanks for the tag @jonsie, have asked for some information on this and will post back when we have something.

Good to have you here @Guevara, welcome! Please do let us know how you get on with the new phone.

Re: Cooling off period

Marjo — Thu, 15 Mar 2018 14:20:04 GMT

Received some information on this.

If a customer purchases a new phone or processes an upgrade directly via O2 Store, and then changes their mind, they would need to process the return/exchange via O2 Store.

If the order is placed online or over the phone, the customer would need to call in to Customer Service to arrange a return via O2 store even if the ‘Click &Collect’ option was chosen and handset was actually picked up from the store.

I hope that helps!

Re: Cooling off period

Cleoriff — Thu, 15 Mar 2018 14:20:42 GMT

@Marjowrote:
Received some information on this.

If a customer purchases a new phone or processes an upgrade directly via O2 Store, and then changes their mind, they would need to process the return/exchange via O2 Store.
If the order is placed online or over the phone, the customer would need to call in to Customer Service to arrange a return

If customer purchases a new phone or processes an upgrade directly via O2 store and then changes his/her mind they would need to process return ( or exchange) via O2 store even if the ‘Click &Collect’ option was chosen and handset was actually picked up from the store.

I hope that helps!

Pretty much as we thought @Marjo.

Please send your response to every O2 store. Some of their advisors get this wrong