Device replacement has gone a bit wrong

[PeavUK]

Hi,

Has anyone had issue when returning a device for replacement due to a fault. Recently, I had to return a brand new Sony Xperia 1 V in Khaki, that developed a screen issue within hours of me powering it on. Sent this back for replacement as advised by o2 faults team, only to receive a 2nd hand Xperia 1 III in black as a replacement.

Made a call back to the fault team who advised they'd need to contact the repair centre and keep me informed but I haven't heard anything back. The whole replacement has taken over 10 days and I'm still without my £1300 device!

Does anyone know which team is best for me to contact. I've tried Twitter but haven't had a reply back yet.

Thanks

Kev

[Cleoriff]

@PeavUK 

Don't accept the refurbished phone under any circumstances. It's the repair centre you need to speak to and just tell them they have to stick to the rules ie

Faulty device?

"If your device has developed a fault within 30 days, we’ll replace it or give you a refund – take a look at the ‘Returns’ section above for more advice".

https://www.o2.co.uk/help/device-and-sim-support/returns-and-repairs 

Replacing a brand new phone with a different, refurbished phone is NOT acceptable.

It has happened before and one of our members @viridis (Who is an expert in all things Sony) had a similar thing happen to him. He stood his ground and was rewarded with a brand new Sony phone. (Exactly the same as the faulty one)

[PeavUK]

Thanks @Cleoriff 

I'm hoping it is a genuine mistake - the replacement is still in the sealed o2 box. I'll see if I can get in contact with them this afternoon.

[viridis]

You need to call customer service and ask for someone with a bit of clout.

Explain that you were told you had to send in the device for repair, which is wrong, and that they have sent out a refurbished device of far lesser specification and value for replacing a two week old phone worth a hell of a lot more than the refurbished device they sent you.

Ask / demand that they send you out a doorstep swap of a new Xperia 1V to correct their mistake and you want all order numbers updated so you still get your pre order bonus gift.

Inform them that if they fail to do this, they are in breach of the sales of goods act and by doing so breached their contract.

ONLY accept a doorstep swap, it's the correct procedure .

[viridis]

@Cleoriff 

Repair centre will be a bust, they only deal with repairs and exchanged devices.

His phone should only have gone to repair once customer service swapped it. As it was so new, the idea of repair is laughable. It's a straight swap or refund. And o2 should have damn well known that.

[Cleoriff]

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@viridis wrote:

@Cleoriff 

Repair centre will be a bust, they only deal with repairs and exchanged devices.

His phone should only have gone to repair once customer service swapped it. As it was so new, the idea of repair is laughable. It's a straight swap or refund. And o2 should have damn well known that.

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Exactly @viridis! Thanks for your input.

[PeavUK]

Thanks for the info @viridis.

Contacted o2 and spent 80 mins trying to get it sorted - Still no further forward. They are having to raise a case as they can see that my device was returned, and the replacement is processing. 

They're not sure why I got the xperia 1 III.

I'll be calling cancellations by Wednesday if I haven't heard anything back. I just wish I'd stuck with the pre-order from Sony and not gone with o2.

[PeavUK]

Quick update  - still not sorted out. Investigation raised but no-one seems to know what is going on.

I even received my Promo Gifted headphones, but I cannot use them in case I have to cancel the contract with o2.

Over 2 weeks this has been going on for - o2 happily taking payments for a device I don't have in my possession.