Exchange or refund for a faulty accessory

[Microman4]

Hi, 

I bought an Apple Pencil first gen from O2's website that arrived today - but is faulty. I have got through Apple about the fault and they recommended I explore options via the original merchant before I do anything with Apple (it would cost £25 to repair with them). 

For the life of me, however, I can't get through to anyone at O2. I tried calling but the automated 202 number just boots me back out, and when I try to initiate a return on the website it will only let me select my phone, not the pencil, as O2 lists Apple Pencils as accessories, not devices. 

I'm not really sure what I can do. Ideally I'd like to either exchange the Pencil for a new one that might actually work, or just get a refund. 

Any help will be really appreciated.

[jonsie · Accepted solution]

You need to contact O2.
All numbers are in this guide

Guide: Coronavirus Community Help and Support 
When you call, you will be asked for the reason you are calling.
Stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to someone.
You can also try saying Upgrade or Lost/Stolen to be connected to an advisor.
8.00am is the best time to call if you can.

[Bambino]

@Microman4 As your device is faulty from new you are entitled to an exchange or refund, but unfortunately you must speak to customer service. 

It's a pretty sad state of affairs with O2 customer service these days, so you have to lie to get through. Follow the advice from @jonsie You can also include Fraud as well in what you can say.

[Microman4]

Thanks for the help! I was finally able to get through to customer service after a lot of wasted time and the issue a new one should be here tomorrow.

[jonsie]

Good news