topic Re: refurbed or repaired after 14 days in Pay Monthly

refurbed or repaired after 14 days

Anonymous — Fri, 08 Nov 2013 13:31:08 GMT

Does anyone know about this situation about repaired or refurbished handsets after 14 days? shorley not on when you pay for a brand new phone and then get given a refurbed unit within a month but you are still paying for the brand new phone. sure ofcom would have something to say about this as its not in 02's T&C

Re: refurbed or repaired after 14 days

perksie — Fri, 08 Nov 2013 13:40:44 GMT

A replacement should be in "as new" condition so it shouldn't matter, they are certainly entitled to attempt a repair.

Even at a month old it's still a second hand phone.

Ofcom wouldn't be the people to ask as they are the telecommunications regulator.

This has been asked here hundreds of times and O2 really do understand the rules on how they operate.

Re: refurbed or repaired after 14 days

Anonymous — Fri, 08 Nov 2013 13:43:34 GMT

ok maybe not ofcom, sure there is some rules with consumer law? accept its classed as an old phone but atleast i know how old it is. know idea how old a refurbed unit is, where its come from or whats been faulty prior. not happy due to being on our 3rd blackberry in 3 months to be told the 2nd was a refurb and so is our current one which has now broken £580 phone and refurbed cost less than half that but still paying for the new phone. if it cant be repaired should be given new unit?

Re: refurbed or repaired after 14 days

perksie — Fri, 08 Nov 2013 13:58:40 GMT

If you want to you can make a formal complaint to Trading Standards, there is nobody here who can make a decision on what O2 should have done, as we don't know all the circumstances and only one side of the story.

Re: refurbed or repaired after 14 days

Anonymous — Fri, 08 Nov 2013 14:27:48 GMT

unfortunately been here before with a ongoing problem which was finally resolved from high up in complaints departmant. think this will have to be taken back to them to resolve

Re: refurbed or repaired after 14 days

perksie — Fri, 08 Nov 2013 15:23:47 GMT

If you know the complaint procedure I'm not sure why you're asking here, let us know how you get on.

All you will get here at best is an opinion, not a judgement.

Re: refurbed or repaired after 14 days

Anonymous — Fri, 08 Nov 2013 15:31:42 GMT

Last time it was on here how i got extra help which aided it to get higher up the ladder. came on here in the hope someone had gone through this and resolved as i cant believe im the only one with this issue. 02 to me are missleading their customers, if they cant repair a phone then under warranty then the phone should be replaced for new by the manufacturer. not replaced by 02 with refurbished unit

Re: refurbed or repaired after 14 days

MI5 — Fri, 08 Nov 2013 15:35:24 GMT

You can have the phone looked at anywhere under warranty as long as they are approved repairers.
Most people prefer going directly to the manufacturer rather than O2.

Re: refurbed or repaired after 14 days

Bambino — Fri, 08 Nov 2013 15:38:34 GMT

@Anonymous wrote:
Last time it was on here how i got extra help which aided it to get higher up the ladder. came on here in the hope someone had gone through this and resolved as i cant believe im the only one with this issue. 02 to me are missleading their customers, if they cant repair a phone then under warranty then the phone should be replaced for new by the manufacturer. not replaced by 02 with refurbished unit

Why are you so sure the manufacturer would replace with a new phone and not a refurb?

Re: refurbed or repaired after 14 days

Anonymous — Fri, 08 Nov 2013 16:51:30 GMT

trading standards state: You are legally entitled to a refund, replacement or repair if goods do not conform to the contract, in other words are not of satisfactory quality, fit for purpose or as described. it is down to the consumer to decide what to accept not for 02 to give a refurbished unit

Re: refurbed or repaired after 14 days

Anonymous — Fri, 08 Nov 2013 18:09:35 GMT

You don't have to accept a repair you are quite correct if the phone is only a month old I would push for a new replacement if they won't play ball you can get trading standards involved all these companies have policy's but they don't override the sale of goods act

Re: refurbed or repaired after 14 days

Bambino — Fri, 08 Nov 2013 18:21:31 GMT

@Anonymous wrote:
trading standards state: You are legally entitled to a refund, replacement or repair if goods do not conform to the contract, in other words are not of satisfactory quality, fit for purpose or as described. it is down to the consumer to decide what to accept not for 02 to give a refurbished unit

There is nothing in that statement that says that a refurbished or repaired phone could not be of satisfactory quality. It certainly leaves things open to interpretation of what is considered satisfactory.

Re: refurbed or repaired after 14 days

Anonymous — Fri, 08 Nov 2013 18:24:24 GMT

But the phone is not fit for purpose as it's faulty the consumer gets to choose what they want refund replacement repair not the seller

Re: refurbed or repaired after 14 days

Bambino — Fri, 08 Nov 2013 18:30:26 GMT

The supplier must have the opportunity to repair the phone. Just because it's faulty doesn't mean it's not fit for purpose.

Re: refurbed or repaired after 14 days

Anonymous — Fri, 08 Nov 2013 18:34:36 GMT

How is faulty fit for purpose? They don't have to be given the opportunity to repair it and I certainly wouldn't accept a repair on a month old phone

Re: refurbed or repaired after 14 days

Bambino — Fri, 08 Nov 2013 18:48:26 GMT

Faulty means there's a fault, not unusable and beyond repair. Of course they have the right to repair the fault. If you bought a new car and there was a fault after a month would you demand that you be given a new car?

Re: refurbed or repaired after 14 days

Anonymous — Fri, 08 Nov 2013 18:53:16 GMT

I would be entitled to one I suggest you look up the sale of goods act it states quite clearly that not fit for purpose includes faulty

Re: refurbed or repaired after 14 days

Bambino — Fri, 08 Nov 2013 18:59:38 GMT

I suggest that you wouldn't be entitled to a new one. Read this: http://www.which.co.uk/consumer-rights/regulation/sale-of-goods-act/#link-4

Just glancing through it, it states 'You have the right to get faulty goods replaced or repaired if it's too late to reject them. You can ask the retailer to do either, but they can normally choose to do whatever would be cheapest.'

Re: refurbed or repaired after 14 days

Anonymous — Fri, 08 Nov 2013 19:03:20 GMT

I agree it's not very well laid out but You would be entitled to a replacement after only a month I wouldn't accept anything less personally

Re: refurbed or repaired after 14 days

Bambino — Fri, 08 Nov 2013 19:16:15 GMT

I think that ultimately it comes down to who you're dealing with. You may personally feel that way, but if the seller disagrees you might have to take it further and there's no guarantee that you would win.