topic Re: Faulty phone - want replacement in Android

Faulty phone - want replacement

Anonymous — Wed, 25 Jan 2017 18:45:18 GMT

So frustrated with O2 right now. My Sony Xperia Z5 Premium started playing up less than 6 months after I got it. It has been in for repair 3 times and each time it has come back there has been no improvement at all. It takes an eternity to fully charge, goes red hot whilst charging, and drains continuously even when I am not using it.

After the latest repair attempt I have asked for a replacment, to be advised I would need to send it away yet again and then I would be offered a refurb. Er...no. I am not paying £600 for a phone to be fobbed off with a refurb that is prob knackered as well.

Now I am waiting on a call from the management team which could take 3 days apparently. I have been with O2 for over 10 years and have never had any problems but this is ridiculous. The phone is faulty, they can't fix it after 3 attempts and I'm locked into a contract on a knackered phone.

Does anyone know what my rights are ?

Re: Faulty phone - want replacement

Anonymous — Wed, 25 Jan 2017 18:49:28 GMT

After the 3rd repair you are supposed to be offered a replacement phone either the same as you have currently got or similar spec

Re: Faulty phone - want replacement

Anonymous — Wed, 25 Jan 2017 18:52:19 GMT

That's what I thought. Guess I'll have to wait for the phone call. I don't want another z5 it seems to be a common problem.

Re: Faulty phone - want replacement

Anonymous — Wed, 25 Jan 2017 19:12:09 GMT

@Anonymous It is highly unlikely that they will call you back whatever they say so I suggest you chase up customer service

Re: Faulty phone - want replacement

Cleoriff — Wed, 25 Jan 2017 19:21:34 GMT

You wont get a call @Anonymous You will need to do the chasing. Give them a ring in the morning http://www.o2.co.uk/contactus

Re: Faulty phone - want replacement

MI5 — Wed, 25 Jan 2017 19:26:41 GMT

You may wish to consider a complaint to get things moving along http://www.resolver.co.uk/
However, in order to manage your expectations, the T&C's do say that replacements may be refurbished phones if faulty outside of the first 28 days.

Re: Faulty phone - want replacement

Anonymous — Wed, 25 Jan 2017 20:20:21 GMT

Thank you all for your replies. I will chase it again tomorrow.

Re: Faulty phone - want replacement

MI5 — Wed, 25 Jan 2017 20:23:27 GMT

Best of luck and let us know how you get on please.

Re: Faulty phone - want replacement

Cleoriff — Wed, 25 Jan 2017 20:24:20 GMT

Good luck @Anonymous

Re: Faulty phone - want replacement

Anonymous — Wed, 25 Jan 2017 20:30:05 GMT

Good luck @Anonymous & please do come back & let us know the outcome