My o2 experience (new online customer)

[Anonymous]

Hi

I am a brand new customer when I pre-ordered the iphone 6s. This post is about my experience as a new customer for only a few weeks and the reasons why you should NEVER buy a phone online  from the o2 online store

So I ordered my new iphone 6s online and came delivered on release date (Yay a new apple toy). I had it for a week and started noticing dead pixels. I immediately used the o2 Onine guru chat for a faulty replacement order via door exchange delivery. I had to swap my faulty phone for the replacement to the delivery person. The order came a week later and it was 1 day over the 14 day policy. 

This is when things get annoying. My second phone was in even worse state. The phone kept freezing and crashing at random times with a horrible green screen of death. I am a web and ios developer so i know my tech. I tried troubleshooting the hell out of it to determine if it was a hardware or software issue. Now my first phone was fine, no crashing, no freezing, it just had dead pixels and was even on ios 9.0.2.

But this second replacement phone kept crashing everytime I browse through my apps. I couldn't determine what triggers it, it was just random times. This time I tried going to a local o2 store to try and get it replaced because it just makes sense. I went there only to find out that the o2 store doesnt do online service. They refused to take my phone. 

The rep suggested I should cancel the contract I made online and buy a new phone in the store. Which I have done so because at least I can go to any o2 store and get actual REAL PEOPLE to help me and get things swapped on the spot instead of having to wait for a week for a replacement.

Now I tried asking if I can just give my faulty iphone to him in the store for them to return it back since it would be very convenient and it made sense. As a paying customer I believed this was a usual thing to do. It was common sense to believe the entire o2 services were all interconnected but it turns out they are not. If you're an online customer you will get no help at all from the stores. I was told to call o2 and cancel it myself and request a return delivery which I myself would have to package up and print details and go to the royal mail and send it back. Wouldn't it be easier just to give it in to my local o2 store?

The BIG LESSON I have learnt and I also recommend to people is to NEVER EVER buy a phone from o2 from the online store. The customer service is slow, and impersonal. If you have a faulty device, you have to wait for a week to get it replaced. If you're a store customer you can get it replaced on the spot. The guru chats are also pretty bad too.

What are the odds i'd get two faulty brand new iphone 6s. I just hope my first contract gets cancelled as quick as possible.

[MI5]

Online and in store are two separate entities.
We've discussed it before and it's not something that O2 are likely to change...

[anticpated]

I'm not being funny but it seems to me iPhone customers* seem to place themselves above conventional customers. Maybe the service isn't always as best as it could be however life is full of occlusions and curveballs. Take that from the most impatient person I know, Me!

* Disclaimer: Not all Apple iPhone customers are like this. 

[MI5]

Indeed, but of course, the rules are the same for everyone.

[Anonymous]

I'm a new customer to o2 so I wouldn't know.

[Anonymous]

I think any paying customer who purchases a new phone whether it be a samsung/iphone/sony etc expects their device to be working. Two faulty devices in a row would get any customer a bit disappointed

[MI5]

It isn't unique to O2.

[Cleoriff · Accepted solution]

I can't believe I am reading this. Faulty iPhones and the problem lies with O2? Well doesn't that beat all.....This year's release of this phone appears to be fraught with faults. You only have to read other forums.  Let's put it another way. If I bought two faulty Mazda cars.....I wouldn't be blaming the garage. I would think the car manufacturer was the one responsible...

[viridis]

The outcome would have been identical at any other network.

[jonsie]

I don't understand this unless o2 haven't agreed to abide by the new 30 day return policy introduced this month.

However I would be taking it to Apple, instant exchange and check the replacement instore. No faffing about with the idiots at o2!