Not amused! now on 2nd phone...

[Anonymous]

I took out a contract last July and had to return my first phone in February due to it totally freezing with no way of reseting it.... (was not amused as i was 8 months pregnant and they would not supply me with any replacement while this was being fixed) I then received a new phone as the other was deemed dead!.
Now i have had no end of problems with this... firstly, whenever i speak to anybody, i end up either muting them, putting them on hold etc etc... when i went into my local O2 shop they advised me "this is how they work, try not to touch the screen with my ear while i chat".... when REALLY the sensor was broken in the top right hand corner that shuts off this screen while you speak so this problem does not arise.... they told me to take the phone home and do an i-tunes update.... done this 3 days later.... still have the same problem but my phone is now switched off and i cant turn it back on!!!!! So now i have no phone to use. AND the problem being is that now o2 are telling me my phone is now out of warranty (although its 6 months old) so im buggered!! what do i do now???? so fed up... got my 2nd iphone in 12 months and its broken and there is nothing i can do

[Anonymous]

I took out a contract last July and had to return my first phone in February due to it totally freezing with no way of reseting it.... (was not amused as i was 8 months pregnant and they would not supply me with any replacement while this was being fixed) I then received a new phone as the other was deemed dead!.
Now i have had no end of problems with this... firstly, whenever i speak to anybody, i end up either muting them, putting them on hold etc etc... when i went into my local O2 shop they advised me "this is how they work, try not to touch the screen with my ear while i chat".... when REALLY the sensor was broken in the top right hand corner that shuts off this screen while you speak so this problem does not arise.... they told me to take the phone home and do an i-tunes update.... done this 3 days later.... still have the same problem but my phone is now switched off and i cant turn it back on!!!!! So now i have no phone to use. AND the problem being is that now o2 are telling me my phone is now out of warranty (although its 6 months old) so im buggered!! what do i do now???? so fed up... got my 2nd iphone in 12 months and its broken and there is nothing i can do

I am surprised they are telling you that it is now out of warranty!!


I was told that a phone is under warranty whilst it is under contract!

Right or wrong people?

[Anonymous]

By all accounts the phone comes with a 12 month warranty and so you cannot claim on your insurance for any damage caused during this time. I would have thought "The Phone" comes with the 12 month warranty... hence i have only had this phone since february. I was told however i cannot claim on insurance as they only cover lost,stolen or accidental damage.... so i asked "If i throw my phone onto the pavement outside and damage it, can i come back and make a claim?".... adavised Yes but there is a £70 excess..... id rather pay £70 and get a more simpler phone.... !!!!!! whats a girl to do eh? bit bemused about the lack of knowledge of this i-phone in-store!!.... thats quite bad

[Anonymous]

Stop letting them dictate to you.

Forget about the warranty for a moment.

Google for the sales of good act and look at the section about not fit for purpose.

Then armed with this consumer knowledge put the issue in writing and send it to their offices and then visit your o2 shop again with the faulty handset, box and all with your paperwork.

Ask to speak directly with the store manager and dont take no for an answer.
If needs be ask them to contact their area manager while you wait.

Be calm and courtious at all times.

Now for the warranty.

Your warranty is with o2 so read the small print and then read it again to make sure no mis selling has gone on. Remember the salesperson would have been paid commission for selling the contract and for the warranty.

The learning curve here is that you signed the contract etc and as such agreed to their terms and conditions which is what we all do ! but should not until everything has been understood.

Your fully entitled to a working handset so dont be afraid to dominate the issue.

Take a friend for support.

[Anonymous]

Stop letting them dictate to you.
Forget about the warranty for a moment.
Google for the sales of good act and look at the section about not fit for purpose.
Then armed with this consumer knowledge put the issue in writing and send it to their offices and then visit your o2 shop again with the faulty handset, box and all with your paperwork.
Ask to speak directly with the store manager and dont take no for an answer.
If needs be ask them to contact their area manager while you wait.
Be calm and courtious at all times.
Now for the warranty.
Your warranty is with o2 so read the small print and then read it again to make sure no mis selling has gone on. Remember the salesperson would have been paid commission for selling the contract and for the warranty.
The learning curve here is that you signed the contract etc and as such agreed to their terms and conditions which is what we all do ! but should not until everything has been understood.
Your fully entitled to a working handset so dont be afraid to dominate the issue.
Take a friend for support.

I would save yourself a journey into the store where you will probably get nowhere, this can be sorted from home by contacting the o2 complaint review service.

Write out a letter stating your complaint precisely and what you'd like them to do to resolve it.

Hopefully they'll get back in contact with a resolution you're happy with.

You can write to them at:
O2 Complaint Review Service, PO Box 116,
Leeds LS11 5DS

Or you can email them at complaintreveiwservice@o2.com (this is usually quicker)

Remember to include your mobile number, full address, date of birth and if you have it your o2 account number which is on your bill. They use these details to verify you.

The amount of time it takes them to reply can vary but it's usually around 5-7 days.

Good luck

[Anonymous]

*double post*

[Anonymous]

Thank you all, Have written my letter and sent this off, also emailed a copy so fingers crossed this will work.

Thank you for your support, the o2 shop have been useless!