topic Re: Exchanging handset within the 14 day period in Discussions & Feedback

Exchanging handset within the 14 day period

Anonymous — Sat, 11 Oct 2014 17:33:44 GMT

Hi there, just upgraded my phone via fast track at the O2 shop and after a day I decided that I did not like it, so returned it to the shop to exchange it under the 14 day exchange policy and the manager said it is not possible.

It clearly says on the O2 website under terms and conditions that you can, what is going on?

I will go to court if need be, clearly a lie on there behalf.

Re: Exchanging handset within the 14 day period

Anonymous — Sat, 11 Oct 2014 17:43:39 GMT

Hi

I'd go back with the info on your phone and insist.

http://www.o2.co.uk/help/phones-and-devices/our-returns-and-repairs-policy

And or file the issue with cs on 202 or http://www.o2.co.uk/how-to-complain/complain

"Speed to refresh
When you take an O2 Refresh Device Plan through the Offer, you can change your mind about which device you take in the first seven working days or you can cancel your entire O2 Refresh package (both Device Plan and Airtime Plan) as part of our standard 'Change Your Mind' policy. This means you can:
change your device for a different device available on O2 Refresh (which may involve signing up to a different Device Plan); or
subject to paragraphs 9 and 10 below, cancel both the Airtime Plan and Device Plan, get a refund on any upfront payment you may have made for your device and return the device to us.
If you decide to cancel, we won't be able to refund your Speed to Refresh Fee and/or put you back on your old tariff or move to a sim only tariff.
If you're cancelling, you'll still be responsible for any usage charges you've incurred.
You also have 14 days to change your mind about buying the device on the Device Plan credit agreement. You can't return the device to us after the 7 day Change Your Mind period ends so if you withdraw from your Device Plan credit agreement you'll need to buy the device outright. You can still carry on with your Airtime Plan."

http://www.o2.co.uk/termsandconditions/rewards/speed-to-refresh

Re: Exchanging handset within the 14 day period

Cleoriff — Sat, 11 Oct 2014 17:38:15 GMT

As far as I understood it you are able to change within 14 days...

Re: Exchanging handset within the 14 day period

MI5 — Sat, 11 Oct 2014 17:47:11 GMT

Did the manager explain why it was not possible?

Re: Exchanging handset within the 14 day period

Anonymous — Sat, 11 Oct 2014 17:54:35 GMT

Thanks for the info Guys, printed the terms and conditions and gave them to the manager and he still said he would have to speak to his area manager as there was no way to exchange the handset in the shop on the shops system.

Why have the terms and conditions on the website and not be able to implement them in your stores, very poor service O2.

Re: Exchanging handset within the 14 day period

Anonymous — Sat, 11 Oct 2014 17:57:31 GMT

You're welcome.

I would still speak to Customer Service to back up what you want and ask for notes to be applied just in case this drags on past the 14 days.

Let us know how this goes.

Re: Exchanging handset within the 14 day period

Cleoriff — Sat, 11 Oct 2014 18:09:29 GMT

@Anonymous wrote:
Thanks for the info Guys, printed the terms and conditions and gave them to the manager and he still said he would have to speak to his area manager as there was no way to exchange the handset in the shop on the shops system.
Why have the terms and conditions on the website and not be able to implement them in your stores, very poor service O2.

If honest that manager sounds out of his depth! No way to change it on the shops system??

Re: Exchanging handset within the 14 day period

jonsie — Sat, 11 Oct 2014 18:15:09 GMT

There should be no problem at all in changing. Is this a franchised store? There should be non difference but maybe it's something the manager would have to query with head office.

Re: Exchanging handset within the 14 day period

MI5 — Sat, 11 Oct 2014 18:20:01 GMT

Sounds like he has no idea to me.....?

Re: Exchanging handset within the 14 day period

jonsie — Sat, 11 Oct 2014 18:35:18 GMT

Nail on the head but really they shouldn't be put in a managerial position if they are clueless....

Re: Exchanging handset within the 14 day period

MI5 — Sat, 11 Oct 2014 19:00:14 GMT

The word "manager" is seriously diluted these days.....

Re: Exchanging handset within the 14 day period

Anonymous — Sat, 11 Oct 2014 21:13:19 GMT

Take it to another O2 store

Re: Exchanging handset within the 14 day period

Anonymous — Sun, 12 Oct 2014 04:58:09 GMT

@Anonymous wrote:
Take it to another O2 store

A possible good workaround if another one is local.

Re: Exchanging handset within the 14 day period

Anonymous — Sun, 12 Oct 2014 09:32:42 GMT

Hi @Anonymous ,

I understand your frustration and you are right. Under the o2 refresh terms and conditions you are allowed one swap if it's under 14 days. All they have to do is an imei check, check the condition of the phone, if it came with accessories they need to be all there with the original packaging and they will check to see if u had a previous swap.

Now if the store manager doesn't seem to be trained on it, you can and should ask to speak to the area manager or you can ring customer services that will clarify any issues. Hope this helps.

Re: Exchanging handset within the 14 day period

Anonymous — Sun, 12 Oct 2014 16:20:07 GMT

Got the phone exchanged today.

I went to a different store and the staff there were very knowledgable and helpful and sorted the exchange with out any problems.

Big shout to the guys at the O2 store at the Fort in Manchester, great service, thanks....

Re: Exchanging handset within the 14 day period

Anonymous — Sun, 12 Oct 2014 16:21:18 GMT

A reasonable end result which you should have got at the shop you went to originally.

Re: Exchanging handset within the 14 day period

jonsie — Sun, 12 Oct 2014 16:25:16 GMT

Glad you sorted it, what phone have you ended up with?

Re: Exchanging handset within the 14 day period

MI5 — Sun, 12 Oct 2014 16:26:59 GMT

Good to hear you found someone who knew what they were doing

Re: Exchanging handset within the 14 day period

Cleoriff — Sun, 12 Oct 2014 17:57:07 GMT

And I hope the so called manager at the last store gets his P45...(My meditator status just allowed me that one shot)

Re: Exchanging handset within the 14 day period

Anonymous — Sun, 12 Oct 2014 18:06:53 GMT

@Cleoriff wrote:
And I hope the so called manager at the last store gets his P45...(My meditator status just allowed me that one shot)

We are all human and make mistakes.

Suggesting a P45 is a little harsh. 😔

Some re training Yes. 😉