HTC One faulty - My rights?

[Anonymous]

Hi guys,

Just looking for some advice here. Here's the situation.

On the 19th January I picked up an Xperia Z1 on an O2 Refresh tariff. It had to go back to the store a day later because the screen was extremely yellow and was basically faulty. (It worsened as the day went on)

On the 20th I returned to the store and decided to opt for a different handset entirely. This time a HTC One. 

All was well for around a week, until the camera gradually developed a nasty fault.

As you can see here. http://i.imgur.com/GSPSvqG.jpg and http://i.imgur.com/lvoOs3f.jpg

A lot of my pictures have a nasty purple tint in them. Black and white surface to highlight the issue.

I called the store and asked about swapping the handset over again this coming Saturday. (1st February) and by my calculation that is exactly 14 days.

They claim that because I have already had one exchange, the till may not allow them to process another and I would have to contact HTC. Well I did that, and they are offering a refurb, which I have refused. Not having a refurb for a 2 week old phone.

The policy states; "If there’s a fault with your purchase 

In the first 14 days: we’ll either give you a replacement or your money back. You’ll need proof of purchase, all the original parts, any accessories or free gifts and if available, packaging. "

I want to return the handset and cancel the whole thing, I am done with mobile phones for now. Will live without one and everyone who wants to contact me, can send me an email. 

How can the store clearly not understand their own policy? Am I in the wrong here??

[Anonymous]

The risk of being escorted from the premises or asked to leave the shop may happen if such actions are undertaken Damien.

Which can play into the hands of the business.

[Anonymous]

What has happened instore is the process they follow so to give you some reassurance it's not being dragged out intentionally.

A customer can have one change of mind on the handset, after that it is a case of being stuck with it. If the handset goes faulty then they can do an exchange for the same make and model within 14 days.

If it is over the 7 WORKING days and a customer has exceptional circumstance and wants to change the handset for a different make and model or cancel then this can only be done through the area manager. Their system simply wont allow it, there is no override for it.

Also, I calculate your 14 days to be up on the 3rd of Feb, as you took the second handset on the 20th, as it was a new upgrade your date will be calculated from then.

[Anonymous]

They can ask Bob same as the Op can ask for his rights doesn't mean you have to do it does it

[Anonymous]

So an area manager who works for O2 is not contactable by one of their in store managers I find that very hard to believe

[Anonymous]

The original handset was the 19th. So I have until tomorrow according to the store. My issue is , I cannot get to the store tomorrow. I have a sick 2 year old to look after and a full time job with the NHS to consider.

I went by the policy on O2's website which clearly states if the handset is faulty within 14 days, you are entitled to a refund. It does not specify whether it is in store or not. It doesn't mention anything about "after the first exchange". That appliies to the cooling off period. 

How is the consumer meant to know? If I had known from the beginning, I would not have exchanged the last time. I would have actually cancelled and ceased ties with O2. 

Their IT or system overide is not my concern. Unfortunately, that is not how the world works. "Computer said no" is not a valid reasoning.

I have been sold not one... but TWO faulty handsets. That is not my fault is it. 

If this matter is not resolved today, my next step is to take everything back to the store, cancel the direct debit and then let the courts sort it out. They will have their property back and what they do with it there on is down to them. 

I have tried absolutely everything to be accomodating, even offering to pay for the new handset IN FULL on the spot. 

[Anonymous]

Yeah, I would never stand around in the store harassing customers. I would do that in front of the store on the public street instead. LOL

[Anonymous]

I totally agree with you on all points really hope you get it sorted

[Anonymous]

I find it disgraceful.

I just can't believe how bad it is now, comparing to a while back.

I know HTC offered you a refurb, but refurb phones are like new.

If o2 won't be able to sort it out, take the refurb, sell it and get the phone you want and insert your sim in it.

[Anonymous]

---

@Anonymous wrote:

I find it disgraceful.

I just can't believe how bad it is now, comparing to a while back.

I know HTC offered you a refurb, but refurb phones are like new.

If o2 won't be able to sort it out, take the refurb, sell it and get the phone you want and insert your sim in it.

---

I would get about £200 for a refurb, so that isn't a solution I would consider.

I would be £300 in the red, two weeks into a contract. 

Definitely going to think twice about taking a mobile contract again, with any company. 

15 minutes until I have to call the store again. Wouldn't be surprised if they haven't had a reply from the area manager. 

Can see myself getting arrested through all this. lol

[Anonymous]

Does this area manager not possess a mobile phone he should be available to his store managers at all times