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Posts: 117,727
Topics: 577
Solutions: 16,563
Registered: ‎04-04-2012

Re: Phone for repair

It will for sure, whichever way it works out !
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
Anonymous
Posts: 0

Re: Phone for repair

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 on

0344 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.
 
Posts: 84,725
Topics: 580
Solutions: 4,327
Registered: ‎04-01-2009

Re: Phone for repair

Posts: 102,010
Topics: 770
Registered: ‎14-01-2013

Re: Phone for repair


@jonsie wrote:

Do let us know how you get on. 


Indeed. A very interesting case. Would be great to hear the outcome...

*The Game Is On*

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Highlighted
Posts: 117,727
Topics: 577
Solutions: 16,563
Registered: ‎04-04-2012

Re: Phone for repair

I can guess......
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
Posts: 84,725
Topics: 580
Solutions: 4,327
Registered: ‎04-01-2009

Re: Phone for repair

Anonymous
Posts: 0

Re: Phone for repair

Think I already know the answer 

Anonymous
Posts: 0

Re: Phone for repair

Hi everyone!

 

Just back from Citizen Advice, but have another appointment today at 2.30pm with specialized in similar matters lawyer, so defo will be in touch today late afternoon ;-)

 

Posts: 102,010
Topics: 770
Registered: ‎14-01-2013

Re: Phone for repair

Thanks for that @Anonymous. As said.. we are all interested in knowing what they advise...Smiley Happy

*The Game Is On*

Most-Helpful-MemberFriendliest-MemberMost-Useful-GuideBest-Feedbacker
Posts: 84,725
Topics: 580
Solutions: 4,327
Registered: ‎04-01-2009

Re: Phone for repair