on 15-04-2008 01:08
I am quite new to this whole Forum thing but was wondering of anyone out there had been fobbed off by O2 customer services.
I bought a iphone in January 08 and the phone is now broken. The volume switch at the side of the phone is broken and my does not ring when people try to call me.
I researched my legal position and spoke to a solicitor friend of mine who advised me that I have the right to demand a new phone. I was given a load of paperwork by my solicitor friend and I went to the Folkestone branch of O2 and was met by some less than useless customer service rep who told there was nothing she could do and that I was not entitled to a new phone.
I contacted O2 customer services and explained my position and was told that I could have my phone replaced. I then rushed to the store and spoke to a manager, James Oliver who eventually returned from his shopping spree at 4:30pm and fobed me off. I insisted on having my phone replaced and was put back in touch with Scottis woman called Allison from O2 customer services. I explained the position I was in and the what the law says in relation to new good and yet again I was fobbed off.
CUSTOMERS OF O2 - I urge you to read up on your rights as a consumer and to stand up the likes of O2. A few months a go there was a surge of complaints against banks charging for bounched cheques...well this is the same thing.
If you buy anything you have rights as a consumer on the Sales of Good Act. If that item is faulty or becomes faulty within six months through normal wear and tear you have the RIGHT to a full refund or a replacement. O2 seem to make up thier own law and deny you this right...
Has anybody else experieced shoddy, un-acceptable and illegal customer service from O2...pleas feel free to e-mail me at firstname.lastname@example.org and I would be more than happy to take up the fight for you as I am looking to take O2 to court...
on 15-04-2008 10:11
Let me brake this down as there is a few things here...
within the first 28 days you can request a new phone or a repair, after 28 days o2 have the the right to either repair or replace the handset. If you have issues with with them not following this and you paid by credit card I would take this up with your credit card company (debit cards not included) as you are covered under the consumer credit act.
If you take the iphone to an apple store and book in via the web or by waiting in a line, you would see a genius (mac repair specialist) who if he can not repair the handset will replace it there and then!!!!.
If you have issues with the handset my advice is first off call the iphone help team at o2, get them to make notes as these are connected to the apple stores system and they can see the notes, and ask for a reference number. Then visit the apple store... I know they are not in every city so if you log on to apple and go to support you can request a pick up and they will send someone out to collect your iphone. This will then leave you without a phone for a few days but you can pop your o2 sim into any unlocked gsm phone or another o2 handset whilst it comes back
O2 stores are a distribution store for the iphone I am sorry if any o2 staff read this but they have no idea about the iphone its faults and its perks.... I have been an apple user for years and years and I had to tell them (o2 store staff) that they did add ons on contracts and that you could not remove the battery yourself.
In short use apple support, these guys are great and try and make issues with your handset painless
As for the sale of good act and consumer credit act look at consumer direct.org
on 15-04-2008 19:51
I recommended contacting Apple... but my post was deleted ... why of course, O2 don't tell us!
Firstly, why remove a critical post, we all have experienced the nonsense that passes for customer service from time to time !! (that is pretty poor if its true)
Secondly, my iPhone is my second purchase of an Apple product & I would say that going to them for help on this issue would make sense given that inside the store & on the phone they have been helpful & most important of all knowledgeable about there products & related problems.
I just wish they made cars
on 16-04-2008 20:32
You are entitled to either a refund or a replacement handset, like the other guys have said, speak to Apple as they know exactly what's going on and will hopefully sort yout problems out.
The o2 store don't exactly sound top-notch and I would make all of your issues with them clear to the Apple representitive you speak to, as that sort of information will get passed up.
on 05-06-2008 11:53
Have had a nokia 7900 prism- in fact the lights freeze the whole time and someitmeswhen i ring someone the receiver cannot hear me.
SO i returned after a week. then after 2 weeks. now im about to return the 3rd phone ! as im not happy with the phone (faulty) they said i need one more nokia7900 replacement for me to get a different phone. of course i refused to get yet another phone if its yet again going to have a problem withit. this took several moronic o2 customers services team to agree to this. So they eventually said I could get a differnt phone free of charge.. however i would only get to choose out of 3! - 3 old phones not new phones! even when i payed25pounds extra at the time to get the 7900 nokia. I had to choose 1 out of 3 phones ( all not the latest phones eventually. (2 days later still waiting for the confirmation) am wondering whether they actually filed it on their database.........
on 05-06-2008 13:10
couple of thigs... dont wanna sound rude but this is the iphone forum... and the reason I say that is the tech support /customer service team that the iphone has works in different ways to other phones/plans on o2.
If an iphone breaks down, you can contact apple direct or visit an apple store who fix or replace it there and then or visit o2 who send it to appple. With another handset ie nokia they have to send it to service centre for repair...