Cancelling a new contract - what penalties?

[Anonymous]

Hi,

Due to unsatisfactory service with my new handset, a Nokia Lumia 520 - faulty display, horizontal lines across, and wide shadowy lines vertically since new - it has gone into repair. Unfortunately, while trying to remove the back, on instruction from the online repairs chat-person, the screen cracked...the manual said to slide fingernail along between the screen and the back...not an easy thing to do when you are 67...! then the glass cracked...so I was only doing it on being asked to by the repairs operator. The phone was sent off for repair, now I have an email back, they will be charging me over £70 for a new glass, but no mention of the repair or examination of the original fault, the reason it was sent away! It looks to me as if they do not believe there was a fault, and do not intend to check the display! If that's the case, then I'll ask them to return the phone as it is, I will get the screen replaced at a much more reasonable cost than quoted me, then return it once again to o2 to check the fault. Once again. After which, depending on the result, I will consider cancelling my contract with them if they are not going to repair the fault. I cannot use the number while all this is going on, as the sim is a micro, which is too small to fit any of my other phones. So what I am getting at, is does anyone know how much it costs to end a 2 year contract, as I don't wish to talk to o2 about it any more.

[perksie]

You should make a complaint to see if you can get some redress on this, but I don't know where you'll stand as you were taking it apart when it broke.

You will remain liable for the payments until the contract period is up if you cancel, so a complaint seems to be the best way to go.

If you reach a stalemate with O2 then you can use the Ombudsman to make a decision on this.

http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE?New,Kb=Companion,question=ref%28User%29:str%28Mob...

[jonsie]

To end a contract you have to pay up the remaining months multiplied by your monthly tariff. You can deduct any bolt ons beforehand.

It may be worth contacting Nokia with regards to the screen problem. If it's a known fault then perhaps they are prepared to repair it without charge.

[Anonymous]

Thanks, I will try that. I am more concerned however, with o2's attitude in assuming the fault is associated with the screen breakage...it is a different matter altogether and which they haven't addressed. I will wait and see what they do, but in the meantime I suffer as I can't use my number. Unless I pay £25 for a loan phone...

[Anonymous]

Thanks, I will definitely make a complaint about the non-repair of the original fault, if they don't address it, and their attitude generally. Thank you for the link 🙂

[Bambino · Accepted solution]

You can go into an O2 store and get a free adapter so you can use your sim in a phone that requires a full sized sim. Or if you can't stand the sight of an O2 store you could probably get an adapter in any network's store, or you can buy one online on eBay or Amazon. They're not expensive and at least you will be able to use your contract allowance.

[Anonymous]

Thank you Bambino...it looks as if this is what I'll have to do as well, not that o2 suggested it! One thing I have learned out of this is if you have a problem with the handset, take it into an o2 store, let the Guru take the back off, etc and send it off for you. Its also their word against yours, if you are chatting to online help. I am pretty sure now that they will listen more to a Guru than to mere customers I'm afraid.

[perksie]

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@Anonymous wrote:

 I am more concerned however, with o2's attitude in assuming the fault is associated with the screen breakage...it is a different matter altogether and which they haven't addressed..

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They won't normally attempt a repair on a damaged phone unless the damage is included.

You can't do a part repair I'm afraid it's all or nothing.

Please let us know how you get on.

[Anonymous]

So I'm on to a loser whichever way it turns out. Left with a nasty taste in my mouth now, especially as I'm tied in to a contract with a company I now have little respect for. Moral of the tale: NEVER deal with online chat for repairs, go into an o2 store...

[Bambino]

If you had come to the forum first you would have learned that trying to get anything resolved with online chat isn't a good thing to do. It's outsourced, and generally pretty useless. Good luck with whatever you decide to do, and let us know how you get on.