Incompetence at o2

[chrishyper1988]

I ordered my upgrade 7 days ago and I wanted to change my mind I tried to do the change in my account but the app told me to go to store and make my return in store 

I traveled to store yesterday in my time and my fuel just to be turned away they were not interested in helping me return my phone all the staff seemed moody and not interested. This probably has something to do with the working conditions of this company I used to worked for virgin media as an engineer never again I'll add.

I told them I exchanged this phone from a different model but I now want to just stay with sim only as I found out yesterday my job is at risk of redundancy and I want to cut back costs and stay SIM only. They didn't seem interested in helping me return my phone they told me as I exchanged my phone before I cannot return the device but I could upgrade in three months using switch up they just didnt understand what I wanted to do and basically felt like I was being pushed out the store 

Since Virgin media got their grubby hands on half of this business the customer service is lacking and awful today in store and on the phone the CEO is just as bad.

I told them that I wanted to cancel the phone not to exchange the phone but again there was not interested so I walked away from the store annoyed with my phone still in my pocket there is nothing wrong with this phone it is like brand new so I do not see the issue with the return 

O2 is by far one of the worst companies I've had to deal with they used to be one of the best 

From my knowledge I am eligible to cancel and return my device or get another device under the 14 days or 30 days of faulty it seems that O2 are not sticking to this and why and that's course of action is an ombudsman I feel like I have been cheated and they're not respecting what I want to do has anybody else had a similar experience 

Apologies for the grammar and the spelling mistakes I am using voice to text at the moment

[gmarkj]

How did you order the upgrade @chrishyper1988 ?

If you did it online, then you need to process the return that way too (or rather, via customer services).

If in store, the best idea is to go back to the store you got it from.

All ways to contact o2 are in the guide Guide: How to find help & contact O2 

And the cancellation process is Guide: Cancelling Your Contract 

[JDSensations]

I am in a similar situation myself.

First off, I have been with o2 over 20 years and have always highly rated them and their customer services. Until now that is and you mentioning the inclusion of Virgin could explain why.

I have a mobile phone contract. I decided to add on a smart watch. The order took a week before getting to me, the status on o2 still shows as waiting for dispatch so I am unable to get through to anyone either calling or on the app to request a cancellation! I have been issued my first bill too which I will most likely have to pay and then dispute later. 

I was able to request the bag to send an item back but its showing as pending.