topic Re: My phone damaged in o2 shop! Help! in Discussions & Feedback

My phone damaged in o2 shop! Help!

Anonymous — Wed, 12 Sep 2012 09:06:58 GMT

Hi everyone,

New to this forum so a big hello from me!

Ive been a loyal pay monthly o2 customer for 8 years now and recently upgraded to the HTC one X in April. Love the handset, especially after breaking away from the iphone 4.

However Sat 2nd Sep, I plugged my 5 month old phone to charge and it was dead as a dodo, tried all manners of charging it and it was having none of it. I use my phone for work and rushed off to the o2 shop on Monday (26miles there and back). They said they would look at it as its still under warranty. I needed a phone urgently and was told I could pay £25 to use an alternative handset while my phone was in for repair.

Happily I handed over the money as I hadn't been able to talk, text or access work email's from Saturday. What did I get? A samsung E212. I didn't realise until I got home that it had no wifi, no email access, not even 3g or anything to access my google mail account. I don't even think the phone is worth £25.

The amount of work I lost last week was horrendous and I was never as happy as to receive a text from o2 on Monday evening that my phone was repaired! It was too late in the the evening to do the 56 miles to collect it, so off I went Tues to get my phone back.

Signed everything and as luck would have it decided to put my sim back into my phone in front of the girl working in the shop.

Took off all the lovely wrapping and discovered the screen on my HTC one x smashed to pieces. I was totally devastated, and explained to the girl that that was not my phone as it was in perfect cosmetic order when I left it in. She tried to argue with me that o2 would not have sent it back like that, and it must have been like that when I left it in

Thankfully, the guy that had originally sent the phone in for repair for me, overheard the conversation. He had remembered me, and had actually put in his notes that the phone I sent in was in excellent condition.

After waiting another 45 mins in the shop, I was then told I had to wait another 3 working days for them to get me a replacement phone. And off out the door I was sent with my Samsung E212 again totally miffed and shocked about what had just happened.

I'm a bit peeved that Ive to wait another 3 days on to use the handset I'm paying monthly for, never mind the money and business Ive lost in the last week and half, due to no fault of my own. Has anyone any advice, or any reason as to why Ive to wait 3 days? I was told Id be getting a brand new phone, but Ive a sneaking suspicion Ill be given a reconditioned handset?

Any advice would be great thank you!

Re: My phone damaged in o2 shop! Help!

MI5 — Wed, 12 Sep 2012 10:22:32 GMT

I would call customer services and make sure they take a record of what you have said here. They may be in a position to offer some kind of compensation for you or at least escalate your problem. Good luck, it sounds like more poor service from O2 unfortunately.....

Re: My phone damaged in o2 shop! Help!

sheepdog — Wed, 12 Sep 2012 11:13:14 GMT

The £25 is a deposit for effectively renting a basic phone whilst yours was in for repair. Literally basic to get you through a short period rather than a like for like replacement! You should get that money back on return. I seriously can't believe that any o2 store would send a phone with a smashed screen to be repaired and then expect it to be returned fixed only with the other faults!

BTW, you may get a reconditioned phone which is stated in the T&C's as the fault may not be repairable on your original. It will still be covered for the remainder of the warranty period/contract.

Re: My phone damaged in o2 shop! Help!

jonsie — Wed, 12 Sep 2012 11:17:01 GMT

Make a complaint and hopefully you will get some form of recompence. Won't cover any lost business but will bring it to their attention of the loan phones they are offering.

http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE?New,Kb=Companion,question=ref%28User%29:str%28Mobile%29,CASE=13668

Re: My phone damaged in o2 shop! Help!

macblank — Thu, 04 Oct 2012 23:41:25 GMT

Magnersplease pm me. I have an email addy for u. U must promise not to openly spread it tho. LoL

Re: My phone damaged in o2 shop! Help!

Anonymous — Fri, 12 Oct 2012 22:21:47 GMT

Just goes to show that you need to make sure you check the phone before leaving the shop!

Re: My phone damaged in o2 shop! Help!

Anonymous — Wed, 14 Nov 2012 11:30:33 GMT

My HTC One S faulted as well. I'm going abroad in 2 days and all O2 can do with the loan phone is E212 (or some other basic phone for calls and texts). And I NEED smartphone because I need the GPS and Internet in it.

I'm really disappointed at the O2 now and I'm considering cancelling the contract as they had two major outgages during the last 4 months (I'm with O2 just 5 months). I think they have breached the contract already.

Really, really, disappointed at O2. Not helpful at all. All I was hearing at the Festival Place Basingstoke branch yesterday was "I can't, we can't, etc.".

Well if you can't, then I neither can't pay your bills O2. I'm terrible sorry for this by the way...

Re: My phone damaged in o2 shop! Help!

macblank — Wed, 14 Nov 2012 12:17:43 GMT

@Lukaszw

I suggest if you feel that o2 haven't followed their advertised service for sending off fones for repair.

then I suggest you write a formal complaint.

however I think they have followed it. hence you having a loan fone (hopefully you weren't charged the£25 fee for a loan fone)

as far as I'm aware no network is obliged to give a loan fone, especially not a smartfone. this is why I bought a cheap handset from a 2nd hand fone shop.

Re: My phone damaged in o2 shop! Help!

MI5 — Wed, 14 Nov 2012 12:19:59 GMT

Network outages do not constitute a breach of contract I'm afraid, and if you refuse to pay your bill you will be credit blacklisted, so not a wise move on your behalf. There are procedures that can be followed to formally complain if you feel you are being mistreated. I suggest you follow that route first. You can't blame the network provider for your phone breaking either !!!!

Re: My phone damaged in o2 shop! Help!

Anonymous — Wed, 14 Nov 2012 13:52:09 GMT

Hello people!

And thank you for all your replies.

Take a look at the thread I posted after this and it will explain what happened next. My phone in fact broke AGAIN

http://community.o2.co.uk/t5/Pay-Monthly-and-Pay-Go/Can-I-get-refunded-for-4th-handset-in-6-months/m-p/325976

I did eventaully get the issue sorted, and recieved a new handset. Touch wood, so far, no problems.

It was a long and winding road, but my advice to anyone else with the same sort of issue, is make sure you make a formal complaint in writing and keep on at them. Its the only way they will listen!

Thanks again everyone

Re: My phone damaged in o2 shop! Help!

Anonymous — Wed, 14 Nov 2012 13:58:13 GMT

Lukaszw. If your phone has broken within 6 months of the purchase date, they have to exchange or repair your phone free of charge or your entitled to a refund. Tell them your aware of your rights as a consumer, and under the Sale of Goods act you want to cancel entirely. Once I mentioned that to them, they were very quick to listen to me, and I got a lot less "we cants"

Good luck!

Re: My phone damaged in o2 shop! Help!

Anonymous — Thu, 15 Nov 2012 11:08:49 GMT

Well, if O2 is having two large outages during 4 months it really undermines my trust to the network and I'm considering being mis-sold. I have been having my phone in other EU country for the last 10 years. Not a single outage (at least this scale). I really don't care if the O2 is really the only one with a bad luck. At the end of the day I was cut out of my contacts.

I'm not going to refuse to pay bills with no reason. The reason is O2 is actually not providing the service I'm suppose to pay for. I don't care fot the credit score at all, as I'm a foreigner. It cannot work only one way - O2 can do whatever it want and I should shut up and pay nicely. No, I'm paying for the service. No service - no pay. Easy as that.

BTW, MI5, please read the post carefully. I did not tell that O2 is responsible for the HTC phone being faulty. But O2 is resposible for badly handling the situation like mine. No flexibility at all from their part.

Thanks magnersplease, the 6 months hasn't ended yet so I'll probably switch to another more reliable network.

Re: My phone damaged in o2 shop! Help!

Bambino — Thu, 15 Nov 2012 11:14:10 GMT

As stated in a previous post in this thread, you cannot cancel your contract because of the outages that O2 has recently had. O2 do not guarantee uninterrupted service, nor do any of the other mobile networks in this country. Being a foreigner does not exempt you from your responsibility to pay your contract. If you think that you can do that and walk into a contract with another mobile provider in this country, then you are very much mistaken. It will go on your credit report that you have not paid or walked away from your current contract, and you will not get a contract from another provider. I would think very carefully before you do anything rash.

@Anonymous wrote:
Well, if O2 is having two large outages during 4 months it really undermines my trust to the network and I'm considering being mis-sold. I have been having my phone in other EU country for the last 10 years. Not a single outage (at least this scale). I really don't care if the O2 is really the only one with a bad luck. At the end of the day I was cut out of my contacts.

I'm not going to refuse to pay bills with no reason. The reason is O2 is actually not providing the service I'm suppose to pay for. I don't care fot the credit score at all, as I'm a foreigner. It cannot work only one way - O2 can do whatever it want and I should shut up and pay nicely. No, I'm paying for the service. No service - no pay. Easy as that.

BTW, MI5, please read the post carefully. I did not tell that O2 is responsible for the HTC phone being faulty. But O2 is resposible for badly handling the situation like mine. No flexibility at all from their part.

Thanks magnersplease, the 6 months hasn't ended yet so I'll probably switch to other network.

Re: My phone damaged in o2 shop! Help!

Anonymous — Thu, 15 Nov 2012 11:29:04 GMT

Bambino, thanks for this. I'm not going to just stop paying the bills. I'm not a child. I will try to resolve the situation first before I'll make any legal actions.

As I said, O2 can't just being unreliable without any consequences. I can always bring the SIM card from my country and forget about O2 if I really want to. My point is it's not like I have no options. But I will not discuss them here in case a legal department is monitoring this threads.

Re: My phone damaged in o2 shop! Help!

Bambino — Thu, 15 Nov 2012 12:34:25 GMT

I'm sure you're not a child, but your post did say that you were going to stop paying. I wouldn't want to see you get into credit trouble here, so it was just a friendly warning.

I think you'll find that all the networks here experience a certain amount of unreliability. It's not an exact science, and things do occasionally go wrong. If you bring your sim card from your country you will incur roaming charges, which could wind up being much more expensive than trying to resolve your differences with O2. Good luck, and I hope you can get your issues sorted out.

Re: My phone damaged in o2 shop! Help!

perksie — Thu, 15 Nov 2012 12:36:24 GMT

@Anonymous wrote:
. But I will not discuss them here in case a legal department is monitoring this threads.

The whole point of this forum is that you can discuss anything freely, and with a suitable choice of user name you are anonymous anyway.

Re: My phone damaged in o2 shop! Help!

Anonymous — Thu, 15 Nov 2012 13:01:22 GMT

Bambino, I understand that roaming could be as expensive as O2 or even more. But now I'm not caring too much about the money - more like making the world a better place 😉

Seriously, thanks you guys for toning my voice down, before I will speak with O2. It is a relief there is somebody you can talk about this.

Perksie, thanks for your reply. I'm pretty sure my forum account is connected to My O2, so I will disagree with you about being anonymous.

Thanks for help. I will let you know how the things ended in a couple of weeks.

Re: My phone damaged in o2 shop! Help!

jonsie — Thu, 15 Nov 2012 13:06:30 GMT

Good luck with it:smileyhappy:

Re: My phone damaged in o2 shop! Help!

perksie — Thu, 15 Nov 2012 13:07:05 GMT

@Anonymous wrote:
Perksie, thanks for your reply. I'm pretty sure my forum account is connected to My O2, so I will disagree with you about being anonymous.

There is nothing like a good conspiracy theory, but I can assure you nobody in O2 can access your details from here.

Re: My phone damaged in o2 shop! Help!

Anonymous — Thu, 15 Nov 2012 13:09:44 GMT

Thanks, jonsie!

Perksie, I would say there is no question about the O2's technical ability to identify me. It's just the fact that nobody would care to do that. I agree I shouldn't worry too much.