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)?

[MI5]

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@Bambino wrote:

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.

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Agreed Bambino, maybe @Toby @Anonymous @Anonymous or @Anonymous  could check for us?

[jonsie]

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@Cleoriff wrote:

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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

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Something to do with distant selling regulations I would think...

[Anonymous · Accepted solution]

right, after having lots of fun reading the terms and conditions on the o2 website( I'm home and wont be back until Saturday) I found this:

16. Replacement of Device and Notice of Variation
16.1 If you change your Device during the Change of Mind Period or your Device is
replaced under Pay Monthly Mobile Agreement or Equipment Agreement (such as where for
example, the Device is faulty if you are entitled to a replacement under the Sale of Goods
Act 1979 but the same Device is not reasonably available) and the monthly Instalments and
Amount of Credit do not change, we may record this amendment by issuing a Notice of
Variation (“NOV”). The replacement Device will be at least equivalent to the original Device.
This Credit Agreement will be deemed to be amended accordingly. The NOV may be sent
via email or electronically and signed by you (including by electronic signature) before this
amendment takes effect.
16.2 For the avoidance of doubt, replacement of a Device under this clause 16 will not be a
disposal of a Device under clause 14 which would entitle us to require you to repay the full
Amount of Credit.

So first of all I need to make a correction, It was 7 days before, but and i think this is good news for you @Fran_P , it has changed back to 14 days in the last couple of months or so.

From what i read or understood from reading the number 16 of the refresh agreement u can exchange ur phone ,but because u exchange the handset u will need to sign a new credit agreement . Apologies for being boring and post being too long but here is yet another copy and paste to confirm this and to say that u can exchange it just once.

Our Change of Mind and our Returns & Repairs Policies

We understand that sometimes you may change your mind. That's why we have a 14-day Change of Mind period for all our customers. If you're not 100% happy with your purchase, here's what to do.

All of our customers have the right to cancel their contract within 14 days from when you sign up or when you get your sim and / or device (whichever one's later).

If you're a Refresh customer, you've the right to cancel your whole Refresh deal (both your Airtime Plan and Device Plan Credit Agreement) within those 14 days. Or you can change your device for another one but you can only do this once.

Hope this helps @Fran_P ! And @MI5 ur wishes are my command 

[jonsie]

That helps a lot @Anonymous as we knew it had changed to 7 days but the website was back to saying 14 days. Thanks for clarifying

[Anonymous]

The returns policy changed at the same time the refresh plans were launched.
The 14 day returns policy only applies to refresh plans.
SIMO deals have a 7 day change of mind policy but depending on the advisor you get through to, as a gwg they may push through a disconnection or upgrade reversal if you have only gone over the 7 days by a day or so.
And if you take a contract or upgrade from a third party, such as CPW it is their returns policy which applies.
Hope this clarifies things for you all.

[Fran_P]

Thank you all for the help (particularly rosadosc)!

Didn't expect to get much of a response here, so I'm pleasantly surprised by how many of you responded. A great welcome to O2  

Will have to give them another call in the morning as I haven't received a label by email.

To the person that asked which phone I'll be replacing it with: most likely a Galaxy S5. My old device, the Galaxy S3 was superb, I couldn't fault it. Had a fair few falls to the floor too, and came out unscathed! Passed it onto a friend when my contract was up with Orange(now EE) before I started with O2.

[Anonymous]

You can print off a returns label from here:

http://www.o2.co.uk/help/phones-and-devices/our-returns-and-repairs-policy#qs

[Cleoriff]

Thanks for that @Anonymous It has cleared up much confusion.:smileywink:

[MI5]

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@Cleoriff wrote:

Thanks for that @Anonymous It has cleared up much confusion.:smileywink:

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Seconded

[jonsie]

Good to get some clarification guys