Faulty phone

[Anonymous]

Anyone know a quick way to get out of an o2 contract, if I never have to deal with o2 again it will be to soon. They have let me down totally , I got a new phone that went faulty, I reported it to the shop they told me I needed to see a Guru for this pleasure I had to wait 6 days. He said the phone was faulty and would be sent back to the supplier and replaced, a few days later I got a repaired phone back, and was told it had been fixed by HTC I was not happy and even more so when it went faulty again, I contacted HTC and they have never seen the phone. o2 have admitted it never went back to HTC. Now I'm been told that because the phone was not taken back within 28 it was but I had to wait to see the guru lol. They think they are doing me a favour by offering a "refurbished" phone. I have been a customer of o2 for many years but this means nothing. Both me and my wife are sick of sending email's and sick of the lack of care o2 are taking. I have told them they can have the phone back as I'm not using it and just cancel my contract but o no they want me to have a second hand phone and pay my full monthly fee. But if I want out of the contract then they want a big cancellation fee, not a bad deal o2 you make me wait to see a Guru then blame me for not taking it back within the 28 days, then you lie to me about the repair and i still have to pay. thats what i call a rubbish service  

[Anonymous]

like for like means if they cant repair your phone after 3 or 4 times they will either replace your phone or offer you a suitable alternative. you get a basic phone for temporary use whie yours is in for repair, not the exact same model you are having repaired

[Anonymous]

Thanks Stuart, but if you agree to give up an item for repair you are entitled to a like for like temporary replacement whilst that repair / investigation takes place. The replacement does not have to be the exact same model, but must be of comparable specification otherwise this is a breach of your Statutory Rights as a consumer.

[perksie]

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@Anonymous wrote:

Thanks Stuart, but if you agree to give up an item for repair you are entitled to a like for like temporary replacement whilst that repair / investigation takes place. The replacement does not have to be the exact same model, but must be of comparable specification otherwise this is a breach of your Statutory Rights as a consumer.

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I have never seen that written anywhere, do you have a link to where you have seen this?

[Anonymous]

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@perksie wrote:

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@Anonymous wrote:

Thanks Stuart, but if you agree to give up an item for repair you are entitled to a like for like temporary replacement whilst that repair / investigation takes place. The replacement does not have to be the exact same model, but must be of comparable specification otherwise this is a breach of your Statutory Rights as a consumer.

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I have never seen that written anywhere, do you have a link to where you have seen this?

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its not exactly a breach because they are repairing your phone for you & you have been offered a temporary replacement which they dont actually have to offer i think so possibly be a bit more patient & a little gratitude towards them

[Anonymous]

http://whatconsumer.co.uk/and-if-my-statutory-rights-are-breached/

without even looking too hard.... however, don't get me wrong - I don't want to "batter" o2, I simply want fair treatment as a loyal customer. At the moment I am faced with a faulty phone which works or doesn't work randomly, and I am paying every month for a service I can't use when I need it. All I want is the service I am paying for - nothing more, nothing less..... I do not particularly want the hassle of sending my phone away 3 times for investigation, but if I do, then I do not want to be fobbed off with a model that I could get for a much cheaper monthly contract. That is simply unacceptable. I realise that o2 have many many customers and they probably don't care about individuals, but when my contract expires (I cannot afford to buy out) unless they start showing some integrity this is one individual who will be giving their business to someone else. In the meantime I will be logging the "downtime" of my phone with a view to getting some compensation against my monthly contract fee.

[Anonymous]

And perksie, thanks for your comment. However, they do have to offer the replacement. It is not a gesture, it is a legal requirement.... I am patient, but only to a point

[Anonymous]

you only get a replacement after your handset is still faulty after 3 repairs

[Anonymous]

Correct Stuart, for a permanent replacement. I am talking about a temporary replacement of similar specification whilst repairs are undertaken.

Hey, I am spending too much time and effort on this already when I could be phoning my friends... oops my mistake

Thank you all for your comments. I will take them all on board, and will decide whether I have the energy to pursue my rights or whether to allow o2 to walk over me for the next months, then dip out making as much noise as possible.

Happy phoning, texting, browsing everyone....

[Anonymous]

they dont offer smartphones as temp phones, most likely get a basic nokia or basic samsung just so you can call or text

[Anonymous]

Precisely my point Stuart!

Goodnight all!