Cooling off period

[Guevara]

In the contract it states that you can exercise your right to withdraw from the contract by visiting one of the o2 stores. Has anyone actually done it via the stores? I only ask this as the salesperson in the o2 store said it had to be done via customer services when I made my purchase. Seems strange as they are so efficient at setting up contracts, surely they would be the perfect people to make the withdrawal process as smooth as possible.

[Guevara]

The conversation in-store happened when I purchased my device two days ago. I was rereading the contract and descovered it said you could withdraw from the credit agreement by visiting an o2store. The salesperson talked to me about the cancelling process when I made my purchase and said it couldn't be done in-store. Sorry if my previous post didn't make the timeline clear.

[viridis · Accepted solution]

No no, I understood, but I think on this case the store assistant was misunderstood.
If purchased from store, you can cancel in store.
If any other method, including click and collect, you must ring customer services.

[Cleoriff]

No worries at all. We find sometimes O2 staff can confuse people .

Best of luck anyway

[viridis]

As wiser people than me say, "It's not what you're told that counts, it's what you have in writing."

[Guevara]

Thanks, yes maybe I am overthinking things but I am new to the contract side of things, and thank you cleoriff for such a lovely welcome!

[viridis]

Always best to be thorough,
And welcome.

[Guevara]

Thanks, it'good to be here!

[Marjo]

---

@jonsie wrote:

Can you feed this back @Martin-O2 or @Marjo so that we can get clarification on this? I always understood it had to be done through customer service but if it's saying in the contract that it can be done instore then it needs to be made clear that it is only possible if purchased instore?

---

Thanks for the tag @jonsie, have asked for some information on this and will post back when we have something.

Good to have you here @Guevara, welcome! Please do let us know how you get on with the new phone.

[Marjo]

Received some information on this.

If a customer purchases a new phone or processes an upgrade directly via O2 Store, and then changes their mind, they would need to process the return/exchange via O2 Store. 

If the order is placed online or over the phone, the customer would need to call in to Customer Service to arrange a return via O2 store even if the ‘Click &Collect’ option was chosen and handset was actually picked up from the store.

I hope that helps!

[Cleoriff]

---

@Marjowrote:

Received some information on this.

If a customer purchases a new phone or processes an upgrade directly via O2 Store, and then changes their mind, they would need to process the return/exchange via O2 Store. 

If the order is placed online or over the phone, the customer would need to call in to Customer Service to arrange a return

If customer purchases a new phone or processes an upgrade directly via O2 store and then changes his/her mind they would need to process return ( or exchange)  via O2 store even if the ‘Click &Collect’ option was chosen and handset was actually picked up from the store.

I hope that helps!

---

Pretty much as we thought @Marjo.

Please send your response to every O2 store. Some of their advisors get this wrong