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Anonymous
Posts: 0

Broken Phone...

Hi All,

Basically, last week my LG Renoir broke for the second time and so I went into my local branch and they sent it off for me. As they had no rental phones, I had to share a mobile with my mum for a week (never again!). I then got a phone call telling me my phone had arrived back and so I went in to pick it up. I was delighted that I had been given a brand new phone as my old one could not be repaired. So I got it home, plugged it in and charged it for 9 hours just to be safe!

When I got to work the next day the brand new phone kept on switching itself off randomly, meaning I couldn't make calls, etc! I thought it could be because it needed charging longer, but after charging it for a further 8 hours, it has carried on switching itself off randomly for no reason at all and finally today when it went off, it wouldn't go back on!

So I went into my local branch who told me they couldn't do anything for me as they were closing for 2 weeks and told me to ring 202. I rang them and by this point I was fuming. But because I work in retail I didn't let loose at the customer service guy, even though I had been in a que for over 20 minutes before my call was finally picked up! He told me that because this was the third time the phone had broken that I could either have it repaired again or I could have a choice of replacement phones which he then listed off to me. However, after telling me this very positive service - he then told me that I would only get the phone, the battery and the charger and nothing else. So they expect me to buy the leads and manual, etc?!

Now I am a student, who pays £35+ a month and the least they could do is fully replace my broken mobile - which broke at no accord of my own.

What do you guys think of this? Let me know if there is any way I can get the whole phone set and not just half of it.

Thanks!
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Posts: 27,019
Topics: 247
Solutions: 1,614
Registered: ‎29-07-2008

Broken Phone...

I wouldn't be very happy with that, but it seems to be the way they choose to do business.

Which is why I will never purchase a new phone from O2 until this stops.

They seem to just be saving money by issuing refurbished handsets instead of new sealed replacements.

At the very least they should be complete with leads and manual.
To support Disasters Emergency Committee: http://www.dec.org.uk/appeals text Nepal to 70000 to send £5

Sky Unlimited Broadband - Windows 10 - Nexus 4 Android 5.1.1
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Anonymous
Posts: 0

Broken Phone...

Yes, I hate it when people say "I'm a student" and expect to be given sympathy. I was a student until recently and quite happily ran a car, mobile, sky and had enough left over for socialising.

Anyway. I think the CSA you spoke to was being quite short sighted. If you call them back and pick a handset which requires a different charger they should be able to supply you one if it's on their stock list. You won't get a manual though. Easy answer to this is to download it from the manufacturers website.
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Anonymous
Posts: 0

Broken Phone...

You'll get a charger, battery, and phone. You can get the manual and any computer software online (although, to be honest, who reads this anyway?). The only thing you'll be missing is a data cable, and you can pick one up for a couple of quid from your local backstreet phone shop. Or use bluetooth to your computer.

If you're not happy with this, you can always get your existing phone repaired.

It's your choice...
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Anonymous
Posts: 0

Broken Phone...

As a replacement, I can't see the problem with not having a manual etc as who really needs it..

I do think there is something wrong with the replacements though.. You take out a contract and a phone from O2 and the phone is manufactured faulty and doesn't last very long, O2 cant repair it after trying 3 times and so you get another reconditioned phone. So you buy a new faulty phone and get given a recon as a replacment eventually. Surely if you buy a fault product it is in no way your fault and you should be given a a new handset that actually works? Just seems a bit flawed logic the way these companies do it.
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Posts: 27,019
Topics: 247
Solutions: 1,614
Registered: ‎29-07-2008

Broken Phone...

That was my point, if I were to send a phone for repair and it was scratched and tatty, then a refurb. is fair enough.

I tend to look after stuff, so if I sent one in without a mark on it, I would expect a refurb. at least in the same condtion.

Others have posted about getting replacements in a poor condition, and that isn't good enough.
To support Disasters Emergency Committee: http://www.dec.org.uk/appeals text Nepal to 70000 to send £5

Sky Unlimited Broadband - Windows 10 - Nexus 4 Android 5.1.1