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on 14-04-2018 19:01
I’ve been with O2 since buying my first mobile (10+ years ago) and have been so disappointed and dismayed by the shop support. Especially when this is the first time I’ve had a tech issue with a phone and shocked by the way I’ve been treated.
Thank you in advance for any advice
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on 14-04-2018 19:07
Your original phone is no longer new so you won't get a new one unless it's within the first 30 days.
All T&C's here http://www.o2.co.uk/termsandconditions
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on 14-04-2018 19:36
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on 14-04-2018 19:39
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on 14-04-2018 19:39
@HB44If you want to make a complaint about the unhelpful shop advisors then you can do so here
https://www.o2.co.uk/how-to-complain
However, a complaint about the refurbished phone situation won't be accepted unfortunately..
Veritas Numquam Perit
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on 14-04-2018 19:46
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14-04-2018 19:56 - edited 14-04-2018 19:57
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14-04-2018 19:56 - edited 14-04-2018 19:57
@HB44If honest I can't explain.
I have just looked in the terms and conditions and find nothing in writing. It just seems to be accepted practice (from other posts I have read here)
In fact, I do know one of our members @viridis received a faulty Z5 a couple of years back and when they sent him a refurbished one to replace it he complained strongly and eventually got a new one..
However that was brand new...
You may do well to complain in general then and see what happens?.
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on 14-04-2018 20:03
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on 14-04-2018 20:03
O2 and all other networks consider a refurbished phone to be the same as repairing your original phone, which will then be refurbished and given to someone else.
Generally, it makes the whole process quicker for the customer to get them a working phone back to them.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.
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on 14-04-2018 20:05
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on 14-04-2018 20:05
I too cannot find anything in the T's&C's @Cleoriff. All I can find is this, which is pretty vague:
"Warranty
Unless otherwise stated, all equipment purchased from this website is covered by a 12 month manufacturer's warranty from the date that it is delivered to you. In the unlikely event that you experience a fault or defect with your equipment in the first 12 months following purchase please contact mycare@o2mail.co.uk . This does not affect your statutory rights."
This pertains to online purchases, but I don't see why they should be any different if you buy a phone in store.
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on 15-04-2018 02:13
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on 15-04-2018 02:13