topic Re: Phone replacement - like for like? in Other Products and Services

Phone replacement - like for like?

Anonymous — Thu, 21 Nov 2013 15:51:03 GMT

Hi there,

Incredibly long story short - I am meant to be getting a replacement phone sent to me after talking to customer services for a looong time. The phone I had was the HTC ONE X+ but they have told me that it is out of stock and they don't know when it will be back in stock at all. So I can either wait with a rubbish brick phone until the One X+ does or doesn't come back into stock or I can get a different model.
However, the only phones the manager offered me had WORSE specifications than the One X+, as he said that the replacement phone has to be in the same price bracket and thats the only thing that matters. SURELY that's not fair??

Doesn't o2 work on a like-for-like policy where the phone they send has to match your old phone on a TECHNICAL level and not price? I really loved the one x+ as it had a quad-core processor and 64GB memory - all the ones I've been offered have dual-core and maximum 32GB memory. Can anyone point me in the direction of some o2 legislation that I can read to the manager and get the phone I deserve!?

Thanks!

Re: Phone replacement - like for like?

MI5 — Thu, 21 Nov 2013 15:56:11 GMT

You are been offered what is in stock. You don't have to accept it.
Just hang on for what you want, but yes, you should get a phone of the same spec as you had originally.

Re: Phone replacement - like for like?

Anonymous — Thu, 21 Nov 2013 15:57:33 GMT

That's what I thought.... do you know where it says that anywhere officially? I told that to the manager and he was adamant it had to be in the same price range.

Re: Phone replacement - like for like?

MI5 — Thu, 21 Nov 2013 16:00:50 GMT

Must be in the T&C's somewhere - Do you have a copy of yours....?

Re: Phone replacement - like for like?

perksie — Thu, 21 Nov 2013 16:03:34 GMT

You said you had been told you could have the same phone if you wait for it to come back into stock.

The problem only arises if it doesn't surely?

There is a link to the terms at the foot of the page if you want to search through them.

Re: Phone replacement - like for like?

Anonymous — Thu, 21 Nov 2013 16:03:56 GMT

Yeah but they can't give me a guarantee that it will even come back into stock... he said there hasn't been one in stock for a while as the replacement phones they send out are refurb phones. I'm currently paying £27 a month for a brick nokia with no internet!! So I'm just keen to get a replacement phone asap really and not hold out for an indefinite amount of time for this phone that may or may not arrive.

Re: Phone replacement - like for like?

perksie — Thu, 21 Nov 2013 16:06:37 GMT

You'll need to choose from what they can offer then.

Re: Phone replacement - like for like?

Anonymous — Thu, 21 Nov 2013 16:09:30 GMT

They do have options to give me but what I'm saying is they won't offer me anything that's nearly as good specification-wise as my old one... and surely that's wrong of them?? I've read T&Cs but doesn't say much about warranty. I guess I'll have to keep trawling the internet till I find something!