topic Re: Returning a phone in Pay Monthly

Returning a phone

Juju79 — Wed, 13 Feb 2019 16:28:08 GMT

I ordered my upgrade on 4th Feb, didn't receive it until the 7th. I was told I'd lost 3 days of the trying it out period so instead of 14 days I had 11 which seemed very unfair. I then fell ill so haven't really had time to even try the phone out much as just felt too weak.

I rang the returns team as I felt under pressure not being given 14 days to make my decision and being unwell (I'm moving from Samsung to apple) so I requested a returns bag just incase I had to return it in time, which I received Monday.

I'm still ill and can't get out to return it so hubby said he will at the weekend when he's home. I tried o2 chat to explain this situation and they were no help and said I had to return it right after requesting a return bag.

I'm confused. When do I need to return this by? Can anyone help. I'm ill so can't call them and I'm weak even typing this today. O2 were no help on chat at all so I thought I'd ask here, I hope that's OK.

Thank you

Ju

Re: Returning a phone

Bambino — Wed, 13 Feb 2019 16:38:43 GMT

@Juju79 We are all customers here. Sorry that you're ill, but you really need to gather some strength and speak to customer service. They're really the only ones who can assist you. Don't rely on Live Chat. Summon the energy and call. https://www.o2.co.uk/contactus

Re: Returning a phone

JascaDucato — Wed, 13 Feb 2019 17:04:14 GMT

Despite whatever you've been told by O2 Live Chat or Customer Services, UK distance Selling regulations (which now fall under the Consumer Rights Act 2015) state that you are legally entitled to (and have) a minimum of 14 days from the day after receipt of your device to notify the supplier of your intention to return it. You then have another 14 days from the day after you notified them to actually return the device.

So, since you received the device on the 7th February you would have until the 21st February to notify O2 of your intention to return it, and then another 14 days to actually do so.

You have, however, stated that you have requested a returns bag already. Depending on what day you notified them, you have another 14 days to actually return the device. Assuming you rang them on Friday 8th February, you would have until Friday 22nd to actually return the device to them. (I wouldn't recommend leaving it until that late, as they might receive the device after the cut-off date.)

Hopefully that helps.

Re: Returning a phone

Bambino — Wed, 13 Feb 2019 21:16:40 GMT

That's good to know @JascaDucato. Thanks for posting. Hopefully @Juju79 will see that and it will ease their concerns.

Re: Returning a phone

Juju79 — Fri, 15 Feb 2019 12:33:26 GMT

Brilliant. Thank you. I did ring and they said exactly what you did. Thank you.

Re: Returning a phone

Juju79 — Fri, 15 Feb 2019 12:42:58 GMT

I forgot to ask. Will I be charged for these couple of weeks?

I ordered 4th Feb, received 7th. Cancelled the Friday 8th and only received the returns label Wednesday this week. I thought it was Monday but no it arrived Wednesday after noon.

I hope to return it this Weekend but if they did say I could send it early next week if need be. In just concerned what I will be charged for during this period of time till they receive it back.

Thank you

Ju

Re: Returning a phone

EmilieT — Fri, 15 Feb 2019 12:42:58 GMT

That's great to hear, thanks for coming back to let us know @Juju79, and hope you feel better soon.

Also a big thanks to @JascaDucato for all the useful info, and @Bambino for helping out as well!

Re: Returning a phone

Juju79 — Fri, 15 Feb 2019 12:43:28 GMT

Thank you so much Emilie