Solved: new phone faulty in 2 days help

sukikiki · ‎07-02-2014

I upgraded to a samsung note 3. This was via the internet due to difficulties getting to the shop. It arrived late monday by the tuesday i noticed it kept going on to emergency calls only. I went to my local shop the next day trying sat nav etc and it kept losing signal. The shop tried my sim and said it was ok and to contact o2 they also checked the settings and changed the sim. I have chatted to o2 many times being cut off etc. I am partially deaf so calls are hard. I have had the settings checked a further 2 times nut it still cuts out for no reason. Today i spoke customer services who wanted to repair it but its only two weeks old and i have been asking about it at the shops and on line since day 3. They have told me to sell it if i dont like it but i will lose out financially then. Any suggestions. I explained i need my emails and sat nav hence choosing this phone, i dont want to be without a phone and i dont have one to use that can offer these. Plus not keen paying 600 for a repaired phone when still 2 years less 2 weeks to go

adamtemp64 · ‎07-02-2014

Have a read here to understand you need to quote soga if talking to o2 or use samsung for a warranty repair http://community.o2.co.uk/t5/Pay-Monthly-and-Pay-Go/Guide-Differance-between-SOGA-and-warranty-exten...

iPhone 11 Pro 256gb on unlimited data
iPad Pro 12.9” 2020 256gb refresh o2 family discount
Apple Watch series 4
My first mobile was in 1995 a CM-R111 from sony on Cellnet.
Wincanton South Somerset (Full 4g 3G 2g indoor coverage) Remember we are all customers here not customer services

Anonymous · ‎07-02-2014

Hi,

If you obtained the hardware via o2 :

O2 generally offers a 7 day cooling off period to return a phone and cancel a contract, and 14 days to return a faulty handset to get a new one.

Check your contracts T&C's to see where you stand.

After that time period its a repair only.

O2 Link Faulty Handset : http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE?New,Kb=Companion,question=ref(User):str(Mobile),C...

Saying that i would suggest you go through the manufacturer if you choose a repair.

Have you tried soft reset and or a hard reset.

If doing a hard reset make sure you have backed up your saved data.

http://www.hard-reset.com/samsung-galaxy-note-3-hard-reset.html

Also ensure you have no pending software updates.

Also check the service status in your area by inputting your full post code :

http://status.o2.co.uk/

A helpful link : http://community.o2.co.uk/t5/Pay-Monthly-and-Pay-Go/Self-help-guide-Is-the-network-down-for-me-or-ev...

Are you saying an employee of O2 has advised you to sell a faulty product ?

Anonymous · ‎07-02-2014

I do feel though if the OP reported it after a few days O2 should send a new phone.

Unfortunately some people are just too nice to push O2 to do this and it's wrong that they should have to.

I'm on my 3rd new nexus 5 as the previous 2 were faulty and twice they tried to fob me off with a repair.

It's only because I stood my ground I got a replacement.

Stick to your guns.

sukikiki · ‎07-02-2014

Cheers im waiting for consumer advise to call me back. I have 2 phones from o2 the second is due to upgrade but not sure i will

And yes they operator after speaking to his supervisor told me to sell the phone. Shocking thing to be told. Samsung holds all history details so i can show how many times i contacted them plus they have details about the change of sim. The shops wont really help as its a stand alone. Really o2 should be one unit nit one trying to get out of customer service

Anonymous · ‎07-02-2014

I agree it's difficult if you don't know where you stand with things like this.

This is a more comprehensive link about returns etc.

http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE?New,Kb=Companion,question=ref(User):str(Mobile),C...

It also depends on your resolve on what you want.

Here is the online complaints link if you need it to take this to the next stage.

I hope you don't need it.

http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE?New,Kb=Companion,question=ref(User):str(Mobile),C...

Anonymous · ‎07-02-2014

Welcome to the forum.

You say you've had it 2 weeks? How many calendar days have you had it?

adamtemp64 · ‎07-02-2014

Have a read here to understand you need to quote soga if talking to o2 or use samsung for a warranty repair http://community.o2.co.uk/t5/Pay-Monthly-and-Pay-Go/Guide-Differance-between-SOGA-and-warranty-exten...

iPhone 11 Pro 256gb on unlimited data
iPad Pro 12.9” 2020 256gb refresh o2 family discount
Apple Watch series 4
My first mobile was in 1995 a CM-R111 from sony on Cellnet.
Wincanton South Somerset (Full 4g 3G 2g indoor coverage) Remember we are all customers here not customer services

sukikiki · ‎07-02-2014

I ordered it on the 21st jan but didn't receive it till the 24th. By the 26th i called into my shop with concerns about the loss of signal. So i have had the phone 12 days and reported it on day 3 and many timed since. I don't I'm being difficult. I just feel that if a phone has problems so early then it will cause problems down the line.

Anonymous · ‎07-02-2014

@sukikiki wrote:
I ordered it on the 21st jan but didn't receive it till the 24th. By the 26th i called into my shop with concerns about the loss of signal. So i have had the phone 12 days and reported it on day 3 and many timed since. I don't I'm being difficult. I just feel that if a phone has problems so early then it will cause problems down the line.

Maybe they left notes on your account on your initial visit.

It cant harm to ask.

And ask quickly.

Let us know what they say please.

Anonymous · ‎07-02-2014

So you're still within the 14 days timeframe, what reason did they give for not allowing you an exchange?