topic Re: DO NOT SWITCH UP in Discussions & Feedback

DO NOT SWITCH UP

ErmintrudeRawli — Mon, 01 Apr 2024 16:43:10 GMT

I am posting on here because I feel I need to reach out to others.

I am shocked at the level of poor systems that O2 have facilitated for customers who need to complain and your policy surrounding Switch Up. I decided to Switch Up my account because this service is advertised as a benefit for O2 customers. In reality, it is appalling and it is a costly alternative for your customers. I had to reduce my available data to 30gig to keep the contract near what I was paying previously.

I then received an email stating that you will only provide me with £332.33 for the Pixel Fold I returned. I have emailed Ingram Micro Commerce (the email address

O2Recycle@ingrammicro.com) refusing the offer and it includes my current concerns. I feel that the third party company you are employing to recycle devices is undervaluing the phones that they receive. My Switch Up contract was agreed and the condition of the phone was authorised in your Keighley store by the manager. The store did not have the stock for my Switch Up contract and this is why the phones were sent/received via the post. The Pixel Fold was only 3 months old with a slight scratch on the camera housing. This would not reduce the value by £1100. Your Switch Up terms and conditions state:

Section 8

You may bring the device into one of our stores, where one of our agents will check that your device complies with our criteria and give you advice on the next steps involved;

Section 10: In respect of the condition of your device, reasonable fair wear and tear is acceptable; however, the following scenarios will be excluded and you will not be permitted to swap your device if any of the following apply:

I followed your terms and conditions, the Manager agreed my phone met the criteria. The phone only had a slight scratch on the camera housing. I have called Customer Services today but I feel I will not receive a response until next week because it is Easter weekend. I will be retuning the iPhone Pro Max Tuesday to your Keighley store if the Switch Up is not agreed and signed off by then. I appreciate that I am currently within my contract and you will have to return the Pixel Fold. I will be closing the account as soon as my contract has ended. I also intend to raise public awareness of the inefficiency of your complaints procedures, the misleading Switch Up service and the fact you use a third party company who seem to be ‘ripping off’ your customers.

I have noticed others have posted about being charged for two devices when Switching Up via the post. This maybe due to missing their email stating to respond with 48 hours or their accounts will be charged. APPALLING!

Re: DO NOT SWITCH UP

Enlli — Mon, 01 Apr 2024 16:48:46 GMT

Sadly, nothing we can do here. There are no O2 staff and nobody from O2 will read your post.

We can only refer you back to O2.

Re: DO NOT SWITCH UP

madasaf1sh — Mon, 01 Apr 2024 17:57:46 GMT

@ErmintrudeRawli

Something doesnt sound right here..

How did you do the Switch Up??

Did you already have a plan with Switch Up?, as when I have done mine, I get an email within minutes saying that the outstanding balance has been paid off. and on the receipt from the store it shows as Switch Up, does your receipt or emails show anything similar to the below:

As I have a feeling you weren't on Switch Up to start with and you have done a trade in.. as you also state you had to change to a 30GB Plan, and the only Plus Plans are either 30GB / 150GB or Unlimited Plus...

And to be honest I have done 6 or 7 switch ups and only had one problem, and this community is not really indicative to the wider o2 customer base, and many people do switch ups with no issues...

Also has been pointed out, this is not o2 customer services, and no one on here will do anything about your issues.

Re: DO NOT SWITCH UP

ErmintrudeRawli — Mon, 01 Apr 2024 19:13:34 GMT

Yes, I have a contract with Switch up and it was sold to me as Switch Up in the store. I had an email saying phone received for the Switch Up and then another one saying it did not meet the criteria.

Re: DO NOT SWITCH UP

madasaf1sh — Mon, 01 Apr 2024 19:37:32 GMT

@ErmintrudeRawli

So this was all done online then and not in store, that is where your problem is, as the store could and should have ordered you the phone in as at that point there is no issue.

The store manager can only appraise what he saw in store, and not on the condition it was received in, and we only have your word, so unless you have it in writing of what the store told you, then you are in a you said they said situation, and as per the the terms of Switch Up, the phone now belongs to o2 and not you.... So you can return the iPhone under the 14day change of mind policy.

Also as it was all done online the store in Keighley can do nothing about you returning the phone, it will all need to be done via customer services, and you better have proof..

Re: DO NOT SWITCH UP

BrCrow — Thu, 31 Oct 2024 13:39:44 GMT

I used the switch up as I had a FOLD 5 and it was unpracticable at work, it was immaculate. I got a new phone, its an ultra 24, but the switch up part of 02 said my phone had a crack and wouldn't pay the deal off, but offered me the £66.. I got the phone returned, it was so damaged that the phone didnt even look like mine. someone had scored right through the centre of the internal screen and lifted part of it off. rendered impossible to use. DO NOT USE SWITCH UP. they try to damage the screens and then offer low money. as again, my phone was immaculate, been encased for the 5 months i had it and dual screen protectors. But in the internal you can clearly see its been damaged by a person and not but use. Disgusting service trying to get it sorted. i have 5 lines and been a customer for many many years.. time to leave.

Re: DO NOT SWITCH UP

jonsie — Thu, 31 Oct 2024 13:44:13 GMT

Recycle are obviously working towards their Christmas bonuses

I would never recommend them

Always take photos as evidence of the phone condition and package it well in the original box and bubble wrap if you have to use their 'service'.

Re: DO NOT SWITCH UP

madasaf1sh — Thu, 31 Oct 2024 15:25:34 GMT

@BrCrow

Ingram Micro are bad and will say its faulty, but they don't purposefully destroy phones.

If you cant prove via evidence what state it went to them in then you are going to be in for an uphill battle, It also depends on how well wrapped it was, and if the delivery company have thrown it around like a football before its been delivered..

best option is always do switchup in store

Re: DO NOT SWITCH UP

Benlfc — Thu, 31 Oct 2024 20:05:17 GMT

@BrCrow @ErmintrudeRawli and yet myself and the other half had no problems. We did want to do ours in store for the 16 Pro Max but because they were pre orders we couldn’t (policy has recently changed), now don’t get me wrong they were packaged very, very well so maybe made them think otherwise in trying to pull a fast one but had no issues

Re: DO NOT SWITCH UP

DaveInTheUK — Fri, 31 Jan 2025 08:17:03 GMT

Hi BrCrow, I have exactly the same issue with them although I did take photos. A perfect condition Pixel 9 ends up with a broken display by the time it got to Ingrams. I did use their packaging but also put inside the original manufacturers box. Fortunately I was a day inside my cooling off period so my new switch up phone has gone back, packaged like a Michelin man and by special delivery not the pre paid service they provide. As I start my battle, can I ask how yours ended up? My phone is due back today so we will see how badly they have damaged it.

Re: DO NOT SWITCH UP

Enlli — Fri, 31 Jan 2025 08:51:26 GMT

@DaveInTheUK As @BrCrow posted three months ago I've tagged them so they know

Re: DO NOT SWITCH UP

DaveInTheUK — Fri, 31 Jan 2025 14:39:25 GMT

Thank you for this, much appreciated..