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)?

[jonsie]

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@Cleoriff wrote:

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@MI5 wrote:

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@jonsie wrote:

Shame...you've been nominated this month

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Twice 

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One... twice...three times a lady...

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All together now.....

[Anonymous]

Shall we move this to off topic now?:smileywink:

By the way how does this nomination thing work? I didnt know this existed  until MarinaP emailed me asking what my mobile number was so she could add £10?!

[Cleoriff]

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@Anonymous wrote:

By the way how does this nomination thing work? I didnt know this existed  until MarinaP emailed me asking what my mobile number was so she could add £10?!

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Are you talking about the Reward system @Anonymous ? If so, every month O2 rewards forum members who have contributed to these boards. Only they know the system they use to work out who gets what. Once the rewards are announced....you then PM either Toby or Marina with the O2 Mobile number you want your reward attached to. It is then taken off your monthly bill...or given as credit for PAYG members...

[Anonymous]

I had no idea but hey...a tenner of my bill?!Don't mind if I do!

It is a clever incentive to keep people posting and coming back.

[Cleoriff]

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@Anonymous wrote:

I had no idea but hey...a tenner of my bill?!Don't mind if I do!

It is a clever incentive to keep people posting and coming back.

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Indeed. So you need to PM Marina with your details...:smileywink:

[Anonymous]

I have and the credit is already showing

[Anonymous]

Hi all, I've upgraded my phone to refresh 2 months ago, it was all fine to start with and being on point to my lack of luck, the 14 day cooling period ended, that's when I've had constant problems, I have tried resetting to factory settings and troubleshooting but it still crashes and freezes. I'm entirely fed up with the phone and I don't want to be paying for a phone i don't want. Also to add to the frustration, I took a few pictures on my phone, put it in my empty pocket, decided to take some more and the back panel of glass is completely shattered and cracked... I'm not impressed as im on holiday and now I don't have a camera to share my experiences with family and friends. I'm beyond fed up of the phone and I simply just want to swap it without cancelling or paying out to upgrade as I've recently paid out a big fee to get this phone. Please tell me its as simple as taking it back/sending it off to be exchanged for a different device??

[Curr946]

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@Anonymous wrote:
I took a few pictures on my phone, put it in my empty pocket, decided to take some more and the back panel of glass is completely shattered and cracked...

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Yeah... phones don't just explode in your pocket without you knowing. You have to have bumped into something after putting it back in your pocket.

As for returning it... not a chance now.

Dont you have insurance?

[MI5]

Unfortunately not, there is nothing you can do apart from send it off for repair.
If the manufacturer knows of a design fault which results in broken panels they might fix it free of charge, but otherwise you would need to pay to have that repaired before claiming warranty on the other faults.
Always deal with the phones manufacturer in these circumstances though as o2 will not budge on user damage for cracked screens.

[Anonymous]

No my pocket was empty and I was standing still... I haven't bumped or knocked it into anything.

So this whole you can change your phone once stuff is only during the 14 day cool off?