Can I change my device and how does it work?

[Fran_P]

Hi,

I'm a new pay monthly customer (came from Orange, after clearing my contract with them). I've had my Sony Xperia Z3 from O2 since 01/10/14, so I've had time to play with it, get a feel for it and so forth. Problem is, I'm not happy with it and would prefer a different device.

My main concern is that the Z3 feels too fragile (screen feels too plastic like) and I'm worried it's doomed if I was to accidently drop it. It's been close to falling off my table when I looked away as the device is really slippery.

Anyway, would I be eligible to change my device and how does it work? I came accross the returns form but that only seems to cover cancelling the whole contract, which I don't want to do. All I want to do is change my device.

Can anyone help me understand the process (that is assuming I'm eligible)?

[Bambino]

Sounds like you got in just under the wire. Did you get the name of the advisor you spoke to or a reference number for the call? Have they emailed you a returns label as mentioned by MI5 in an earlier post?

[Anonymous]

I thought it was 14 day cool down period? http://www.o2.co.uk/help/phones-and-devices/our-returns-and-repairs-policy

Fran_P I'm also thinking about returning my z3 compact. I've read a lot of complaints from people who have said their screens have a cracked by itself etc...

Which handset do you think you'll go for instead?

[MI5]

Very lucky that you just squeaked in and that you came here to ask tonight
Just so you know, once the phone is received back at the depot they will scan it in and your account will update at midnight of the night they scan it and allow you the upgrade option again.
Make sure you send the phone back signed for and take some pictures of the condition of the phone, front and back, against the days newspaper to show the condition you sent it back in.
It goes without saying to make sure it is well protected for the post.
Good luck with you choice of next phone

[MI5]

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@Anonymous wrote:
I thought it was 14 day cool down period? http://www.o2.co.uk/help/phones-and-devices/our-returns-and-repairs-policy

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Yes, indeed, that does say it's 14 days - Good spot

[Anonymous]

😕 conflicting information on various O2 pages though

[MI5]

That's not unusual though 😞
I had some conflict in my mind between 7 and 14 days and I seem to remember it changing from one to the other, but I can't remember which way it changed now 😞
But, I have just checked all the old links I've got which used to mention 7 days and they all link to the page you've posted above now.
TBH I'd go with 14 days as been policy now.

[jonsie]

I've always thought the 7 days was unreasonable. It had always been 14 days but f I remember correctly it was an O2 staff member who quoted the new 7 day rule but I'm sure that was when purchasing from instore and not online.

[MI5]

I think that may be the difference jonsie - The distinction between online and in store rings a bell now.....?

[Cleoriff]

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@MI5 wrote:
I think that may be the difference jonsie - The distinction between online and in store rings a bell now.....?

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I can't see why there should be any difference as to how you order if honest.... #just saying

[Bambino]

Clarification on this subject from a mod or from one of the O2 staff who have been contributing recently would be a great help, as the length of time for returns is a commonly asked question here.