I am posting on here because I feel I need to reach out to others.
I am shocked at the level of poor systems that O2 have facilitated for customers who need to complain and your policy surrounding Switch Up. I decided to Switch Up my account because this service is advertised as a benefit for O2 customers. In reality, it is appalling and it is a costly alternative for your customers. I had to reduce my available data to 30gig to keep the contract near what I was paying previously.
I then received an email stating that you will only provide me with £332.33 for the Pixel Fold I returned. I have emailed Ingram Micro Commerce (the email address O2Recycle@ingrammicro.com) refusing the offer and it includes my current concerns. I feel that the third party company you are employing to recycle devices is undervaluing the phones that they receive. My Switch Up contract was agreed and the condition of the phone was authorised in your Keighley store by the manager. The store did not have the stock for my Switch Up contract and this is why the phones were sent/received via the post. The Pixel Fold was only 3 months old with a slight scratch on the camera housing. This would not reduce the value by £1100. Your Switch Up terms and conditions state:
Section 8
- You may bring the device into one of our stores, where one of our agents will check that your device complies with our criteria and give you advice on the next steps involved;
Section 10: In respect of the condition of your device, reasonable fair wear and tear is acceptable; however, the following scenarios will be excluded and you will not be permitted to swap your device if any of the following apply:
I followed your terms and conditions, the Manager agreed my phone met the criteria. The phone only had a slight scratch on the camera housing. I have called Customer Services today but I feel I will not receive a response until next week because it is Easter weekend. I will be retuning the iPhone Pro Max Tuesday to your Keighley store if the Switch Up is not agreed and signed off by then. I appreciate that I am currently within my contract and you will have to return the Pixel Fold. I will be closing the account as soon as my contract has ended. I also intend to raise public awareness of the inefficiency of your complaints procedures, the misleading Switch Up service and the fact you use a third party company who seem to be ‘ripping off’ your customers.
I have noticed others have posted about being charged for two devices when Switching Up via the post. This maybe due to missing their email stating to respond with 48 hours or their accounts will be charged. APPALLING!
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