Change of mind policy

[hugohralm]

Hello, i got a new contract on 7/01/2021 and got a iphone 12 pro max with it, i am coming from a android ecosystem and did give it a try, didnt like it, and saw that i could change the phone one time. On the o2 website said that they changed and now is 28 days after i got the phone. Tried to contact by chat and the guy said that its only for contract after 18 of january. Anyone know if its like this? I couldnt find this date on the help.

https://www.o2.co.uk/help/device-and-sim-support/our-change-of-mind-policy

[Bambino]

@hugohralm That is an absolute bald-faced lie. The change of mind policy has been in place for years. You are within your rights and within the time frame. I suggest you call customer service again and hopefully speak to someone who knows what they're talking about and isn't going to lie to you.

Guide: Coronavirus Community Help and Support 

[MI5]

@hugohralm 

Probably best you call O2.
All numbers are in this guide Guide: Coronavirus Community Help and Support 
When you call, you will be asked for the reason you are calling.
Stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to someone.
You can also try saying "Upgrade" or "Fraud" to be connected to an advisor.
8.00am is the best time to call if you can.

[hugohralm]

Well, i did just contact and still the same answer. I missed my 14 days and cant change it.

[Bambino]

@hugohralm They are lying to you. This from the link you provided:

Whilst our stores are temporarily closed across the UK, we’ve introduced a temporary process to help customers who want to return their order and cancel their connection. We’ve also extended the return period from 14 days to 28 days to make things easier, both for customers who want to cancel their order completely, and for those who want to change their device under our change of mind policy. These changes will remain in place until 28 February 2021, when we’ll revert back to our normal process if circumstances allow.

@Anonymous  Can you please assist?

[hugohralm]

@Bambino i know. I used this link as a guide and was trying to figure out if i read something wrong.

[Anonymous]

@Bambino thanks for the tag @hugohralm with private message regarding the return.

Many thanks

O2Simon

[hugohralm]

@MI5 Thanks.
@Bambino thanks, im going to contact Simon and see whats happen.
@Anonymous message sent. Thanks

[MI5]

Good luck @hugohralm 

I guess the key piece of info is "when" O2 changed the policy from 14 to 28 days and if that means any purchases prior to that are exempt.

Please let us know the outcome.

[Bambino]

@hugohralm FYI, the third National Lockdown began on 04/01/21. The 28 day change of mind policy should have been in place three days prior to your purchase.

Please come back and let us know the result of this. Best of luck.