Welcome to the O2 Community

Has your question already been answered? See the community FAQ's

Apple

Reply
Highlighted
Anonymous
Posts: 0
Accepted Solution

Shocking o2 customer care

I'm just over a year into my 24 month contract with o2 and my iPhone 6 developed a software fault which caused people not being able to hear me when I called them. The apple shop told me to contact o2 for a new device or to have it fixed. I looked on the forums to find that o2 would take into account the device was JUST over a year old so I rang them and explained only to be told "it's not our problem" shocking !! Their answer was to either let them fix it at a cost it buy a new device ! I really feel let down by o2 as I've been a loyal customer for years with no problems and as they state, they do do take into account extreme set instances ie the phone being just out of warranty. Shame on you o2 !!
Highlighted
Anonymous
Posts: 0

Re: Shocking o2 customer care

Surely o2 would take this into account ???
Highlighted
Posts: 16,431
Topics: 295
Kudos: 1,850
Ideas: 6
Solutions: 1,316
Registered: ‎13-08-2008

Re: Shocking o2 customer care

Unfortunately not 

 

please read this thread and go back to o2 customer services 

 

https://community.o2.co.uk/t5/Pay-Monthly-and-Pay-Go/Guide-Differance-between-SOGA-and-warranty-exte...

iPhone 11 Pro 256gb on unlimited data
iPad Pro 11” 2018 256gb refresh o2 family discount
Apple Watch series 4
My first mobile was in 1995 a CM-R111 from sony on Cellnet.
Henstridge Rural South Somerset (Full 4g 3G 2g indoor coverage) Remember we are all customers here not customer services

Highlighted
Posts: 88,007
Topics: 738
Registered: ‎14-01-2013

Re: Shocking o2 customer care

Pity you are just out of your 12 month warranty. Smiley Sad

However you would be wise to take it back to Apple for repair in my opinion. O2 use Anova to repair  phones and they dont have a good reputation. At least with Apple it will be fixed by someone who knows about the phone https://www.apple.com/uk/support/contact/

*The Game Is On*

Most-Helpful-MemberFriendliest-MemberMost-Useful-GuideBest-Feedbacker
Highlighted
Level 67: Unsung hero
Posts: 15,354
Registered: ‎31-03-2010

Re: Shocking o2 customer care

It's Apple who sets the length of its warranty period, not O2, so you're really complaining in the wrong place. If you look at the link @adamtemp64 posted, you'll see that most other manufacturer's warranties are 24 months. Also, as @Cleoriff has said, you don't really want to be sending your phone to O2 for repair anyway.

I DO NOT WORK FOR O2



Funniest-Thread-2
Highlighted
Anonymous
Posts: 0

Re: Shocking o2 customer care

Thanks for your advice everyone
Highlighted
Posts: 101,989
Topics: 550
Solutions: 12,995
Registered: ‎04-04-2012

Re: Shocking o2 customer care

O2 shouldn't be providing phones on a 2 year contract without any form of support though.
I would escalate to complaints if it is just a genuine fault and not user damage.
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)
Highlighted
Anonymous
Posts: 0

Re: Shocking o2 customer care

Consumer law suggests all electronic goods must be covered for 6 years. I would go back to Apple and notify them that they are breaking the law.

Highlighted
Posts: 101,989
Topics: 550
Solutions: 12,995
Registered: ‎04-04-2012

Re: Shocking o2 customer care


@Anonymous wrote:

Consumer law suggests all electronic goods must be covered for 6 years. I would go back to Apple and notify them that they are breaking the law.


Not entirely true.

Only if you can prove a manufacturing defect that was present entire at rime of purchase.

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)
Highlighted
Anonymous
Posts: 0

Re: Shocking o2 customer care

Apple are very shy of agreeing to a manufacturing issue but they are far better to deal with than the 02 repair company, Ive seen all sorts of terrible issues with them. If you are forced to use them get apple to document the fault and take photos and video evidence of the condition your phone is in and if tracking and insurance isn't provided pay extra for it ( o2 might do so that I don't know )