Broken security seals on my Samsung Galaxy Note 3 from O2 UK

[Anonymous]

More info

Hello everyone, i'd just like to tell you about my recent upgrade and see if anyone has experienced the same problem. I upgraded my current contract on 28th september i had a galaxy note II so the Note III was an obvious choice for me, i placed my order paid my fee to early upgrade and go onto o2 refresh and waited for the courier. couple days later the courier arrived with my parcel and i received my shiney new Galaxy Note III. However my joy was short lived as my display didnt work correctly with the S-pen so back into the box it went and i arranged a doorstep exchange. The next day the DPD guy arrived with another Galaxy Note III, this is where the strange part begins. For some reason i like to keep my things neat and as i was about to open my phone box with a craft knife i noticed that the security stickers on the box had some other stickers stuck straight over the top of them, upon closer inspection and due to the fact they werent stuck on entirely straight i could see the edges of the bottom stickers and that they'd been cut. my box had been opened and resealed!! i called O2 customeer services and told them i'd like another exchange on the basis that my security seals were broken, i cant guarantee that phones integrity afterall if i wasnt the one who broke the seals and opened it up right? The water sensors could of been triggered or any number of other things that im not aware of and besides that if im paying £600 for my phone + £240 early upgrade fee then i'm damn sure im going to be the one who opens MY phone 1st!! I also asked the customer service agent if there is any logical explanation as to why my box would of been opened and resealed and he couldnt give me no answer apart from it isnt right. i've just came from work to receive my replacement for the replacement and whaddya know? this one also has been opened and resealed, this time i called the samsung store in London and asked them if there is a legitimate reason for the boxes to be opened to which they said NO they are sealed before distribution and should remain that way till they reach the customer. O2 totally deny all knowledge of this and one customer service lady even told me today that Samsung dont seal their phone boxes when they clearly do. was just wondering if any other O2 customers had recently got one of these resealed boxes or if anyone knows why they would be opened and resealed. i'll attach a couple pictures of the tags so people can see what i mean cheers guys  

[Anonymous]

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@Anonymous wrote:

That looks very dodgy Would they have refurbs this soon?

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Personally, I don't think that matters. The label clearly states 'Do not accept if seal is broken'.

[Toby · Accepted solution]

Hey NizzleBizzle,

Thanks for flagging this. I'm about to send you a message to see if we can sort it out.

[Anonymous]

Cheers everybody for the usefull comments and information, im a little bit tied up at the moment but i will answer questions and reply to comments when i get home. Thankyou all 🙂

[Anonymous]

Hello Jonty cheers for the reply i appreciate your input, your exactly right as i diagnosed the fault with my Note 3 and i for sure arent no phone engineer. I stated i think it was the screen possibly even the digitizer but your right as it could of easily been the S pen also. i guess we'll never know now  you are also correct regarding the stickers on my ORIGINAL box, the very 1st one i received on upgrading my contract was exactly how you describe it and exactly how it should of been too, i also upgraded my wifes phone the week before mine ( VIA P4U ) also a Note III and that was also exactly how it should of been with 3 single stickers and a clean left hand side, no stickers OVER stickers and absolutely nothing untoward!!! I wonder why o2 could get it right the 1st time ( barring the fault ) but struggle to send me a A1 handset there after? Answers on a postcard please  if it is a refurb i will majorly annoyed! i didnt pay £240 to upgrade early and then £600 for the phone for a refurb not a chance, im not looking forward at all to playing Note 3 tennis with O2 until they get it right but if i have to then i will. The 1st exchange i called to arrange the CS agent told me i would receive JUST A PHONE and gave me instructions to keep all accessories and return also just my phone! i like everyone else have heard about the "REFURB" phone only exchanges and i told the agent that i wouldnt be prepared to accept a phone only exchange and that i want to return the whole shabang in exchange for a fresh new retail unit sealed in its box which i didnt receive BUT everything was present and correct in the box Jonty so we cant even say they opened it to remove an accessory.There isnt any O2 branding at all on my handset but there is an O2 splash screen on boot up, say O2 had bought them in from somewhere bcos of stock levels  that had opened them then i still wouldnt be prepared to accept one of those particular phones just bcos its been opened. what if something goes wrong with my dog n bone and i send it for repair? repair centre calls me and say " we're sorry NizzleBizzle but we wont repair your phone on the grounds that the water sensor has been triggered " well actually the seals were open on the box when it came i didnt trigger the sensors. well thats your own fault as it clearly states on the label not to accept if broken. a scenario i know Jonty but a valid and possible one i think.i hope ive cleared your questions up for the time being, right now i am going to call o2 CS again to see if the handsets have arrived today, cheers 

[Anonymous]

Hi again,

I'm a bit rusty on the legalities of when a refurbished unit should be acceptable but from what you've mentioned I think something has gone wrong here. If you have to and assuming the time hasn't lapsed perhaps abort this upgrade and return the GN3 and start again.

With the O2 logo on startup I think it's safe to assume it's an O2 device and not from CPW or P4U. So back to the big questions about those labels. O2 must be putting them on/over.

I hope you get it sorted. Keep us posted.

Jonty.

[Anonymous]

hey jonty,

ive spoken to numerous O2 representatives about this and none of them have any knowledge as to why this is happening or who or which department is even doing it. i even went as far as calling the Samsung store in the big smoke to ask their opininon, the irish guy i spoke to told me that the units are serial numbered and sealed at samsungs end and i quote " should not be opened anywhere along the journey, only at journeys end by the inteneded recipient, the customer " so its definitily a strange one jonty. Anyway i called O2 just after i replied to your post, the handsets have reached them and are in their posession, they have Note III in stock and are shipping me another ASAP. So the saga continues i can just hope and pray this one is intact or im going to have to take your advice and abandon this upgrade and do it in store. shall let you know the score when it arrives. Cheers Jonty

[perksie]

I don't think you'll get to the bottom of what's happened here, but the replacemnent should be fine.

Watching out for your update.

[Anonymous]

Hi, and ditto...

All things being well you'll get that all-important replacement that has no sticker issues.  And for me I'd grasp that and later on take time to feed back to O2 via another route.

As before, keep us posted.

Jonty.

PS: If your next S-Pen doesn't work maybe check that you're holding it correctly

[Anonymous]

Good Morning everyone, pleased to say i just got a delivery from DPD and i now i have a shiney new Samsung Galaxy Note III in the correct retail packaging with proper stickers and no faults ie re-stickered. I'm happy with this outcome and dont see the need in taking this any further, thankyou to everybody who chipped in with the useful comments and helpful advice  its people like youselves that make this the go to place for O2 customers in need of a little help and i for one am glad it exists. Thankyou all very much 

[MI5]

That's good news, indeed