Faulty phone - want replacement

[Anonymous]

So frustrated with O2 right now. My Sony Xperia Z5 Premium started playing up less than 6 months after I got it.  It has been in for repair 3 times and each time it has come back there has been no improvement at all.  It takes an eternity to fully charge, goes red hot whilst charging, and drains continuously even when I am not using it. 

After the latest repair attempt I have asked for a replacment, to be advised I would need to send it away yet again and then I would be offered a refurb.  Er...no.  I am not paying £600 for a phone to be fobbed off with a refurb that is prob knackered as well. 

Now I am waiting on a call from the management team which could take 3 days apparently.  I have been with O2 for over 10 years and have never had any problems but this is ridiculous. The phone is faulty, they can't fix it after 3 attempts and I'm locked into a contract on a knackered phone.  

Does anyone know what my rights are ? 

[Anonymous · Accepted solution]

After the 3rd repair you are supposed to be offered a replacement phone either the same as you have currently got or similar spec

[Anonymous]

That's what I thought. Guess I'll have to wait for the phone call. I don't want another z5 it seems to be a common problem.

[Anonymous]

@Anonymous It is highly unlikely that they will call you back whatever they say so I suggest you chase up customer service 

[Cleoriff]

You wont get a call @Anonymous You will need to do the chasing. Give them a ring in the morning http://www.o2.co.uk/contactus

[MI5]

You may wish to consider a complaint to get things moving along http://www.resolver.co.uk/
However, in order to manage your expectations, the T&C's do say that replacements may be refurbished phones if faulty outside of the first 28 days.

[Anonymous]

Thank you all for your replies. I will chase it again tomorrow.

[MI5]

Best of luck and let us know how you get on please.

[Cleoriff]

Good luck @Anonymous

[Anonymous]

Good luck @Anonymous & please do come back & let us know the outcome