Tommorow have appointment in my local Citizen Advice, explained all things by phone first and consultant just smile over the phone and confirmed that O2 t&c is against the consumer rights and will help me to open complaint or if I not get any reply from O2 - a case in Court
How lies O2 staff:
part of chat transcription:
"
JAROSLAW: still not received a reply for my question: it's fair and legal to send used, grade A phone if a faulty phone is under 12 month guarantee
JAROSLAW: ??
RITA: Yes it is not fair.
JAROSLAW: Please reply, if you have no idea - ask your manager
JAROSLAW: How to return my phone? And because it's now 13 days from reporting a fault: when I can expect brand new phone?
RITA:
To return the phone you need to call on0344 809 0202
the returns team will collect it and send a new phone to you. JAROSLAW: also (regaring a fair or not) - it's LEGAL to send grade A phone if faulty phone been under 12 month guarantee and bought them as new (not as grade A)
JAROSLAW: Can I return this phone to local UK store?
JAROSLAW: also (regaring a fair or not) - it's LEGAL to send grade A phone if faulty phone been under 12 month guarantee and bought them as new (not as grade A)
RITA: Yes you can return it to O2 store.
JAROSLAW: also (regaring a fair or not) - it's LEGAL to send grade A phone if faulty phone been under 12 month guarantee and bought them as new (not as grade A)
JAROSLAW: if you font know - please ask your manager
RITA: I understand it is not legal to send Grade A phone."
Other info giving me today via Facebook page:
"Thanks for taking the time to explain this, if your device was within warranty and over 30 days old it is correct that a replacement is provided if we're unable to repair your original device the replacement wouldn't be brand new, sorry."
And last info from Facebook page too, writing a moment ago:
"Once you've had your phone for longer than 14 days, it's classed as 'used' and if we were to replace it under warranty, we'd replace it with a refurbished phone. We wouldn't replace your used phone with a brand new phone, we're sorry for any confusion"
So everything is depend from person who writing. Finally when I call to 202 I just get 3 words: "kiss my a....."
Nobody was interested to offer me a new phone...
Also some informations from me, copied from O2 facebook page to explain a problem and why I care about new phone:
A true is one: you selling phones with 12 month manufacturer guarantee. Whats does mind "manufacturer guarantee"??:
"A guarantee is usually included for free with the product you’re buying. It’s a promise from the trader or manufacturer that they’ll repair or replace the item, or give you a refund, if it becomes faulty within a certain amount of time."
and:
"Under the Consumer Rights Act 2015, products must be of ‘satisfactory quality’, ‘fit for purpose’ and ‘as described’, as well as lasting for a ‘reasonable’ amount of time."
So under the Consumer Rights Act 2015 - you breach my rights giving me product previously used. I bought a new product and expect a new product!! Expecially when I bought a NEW PRODUCT (AND I BEEN 1ST PHONE USER), with grade A - I can be 2nd, 3rd or 10th PHONE USER!!!!
Do you know why I need a new phone? Because I don't like to think that this grade A phone has been used by somebody who never washing hands or keep this phone in pants between balls because haven't pockets in trousers !!
If somebody was interested do join conversation here or on O2 facebook page - you are more that welcome - TOGETHER WE CAN DO MORE
Just paid last few hundred £££ for my other iphones and moved to different mobile network. WIll not write where - because this may breach O2 forum rules..
At the moment from 6 phones in O2 (3 pay monthly + 3 pay&go) I stay with 1, so they lost and can't expect any further money for my 5 phones... This is how O2 consumer support works and this show - how much they can loss.
