Failed attempt the exchange handset.

[Anonymous]

Evening all,
I ordered a new handset on o2 refresh online, but I decided on exchanging for a different model. So called customer to arrange this. I was told I have to return the handset cancel the service and reorder. This does not seem to be how the "change of mind" exchange process is advised on website. Agent told me I would be emailed a returns label to complete return. This has not arrived. Has anyone else had to return handset, just to choose another or have they been able to complete an exchange?

[MI5]

Bizarrely enough that is the process with o2.

You have to wait until you receive it and then return it.

[Cleoriff]

Hi @Anonymous All explained here http://www.o2.co.uk/help/phones-sims-and-devices/our-returns-and-repairs-policy

And here http://www.o2.co.uk/help/phones-sims-and-devices/our-change-of-mind-policy

[Anonymous]

You have to return it so then the original order can be cancelled & a new dispatch order is made for the new handset & they can then update your details

[jonsie · Accepted solution]

It's bizzarely the way O2 do a change of mind. You have to receive the phone and then return it, wait until it's scanned back into stock and then re-order. They don't seem able to override the system it seems.

[Anonymous]

The way i was reading it, was as the new device i am looking for is the same value, i could do a straight forward exchange without the return cancel and reorder process. I guess they want to see the handset first. Make sure it has not been damaged.

Thanks all for your replys

[Cleoriff]

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@Anonymous wrote:

The way i was reading it, was as the new device i am looking for is the same value, i could do a straight forward exchange without the return cancel and reorder process. I guess they want to see the handset first. Make sure it has not been damaged.

Thanks all for your replys

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Far too easy @Anonymous O2 like to over complicate systems....:smileywink:

[Anonymous]

@Cleoriff You mean to say o2 like to mess it up & not fix the mess they've created 

[Cleoriff]

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@Anonymous wrote:

@Cleoriff You mean to say o2 like to mess it up & not fix the mess they've created 

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You could say that....but in this case where we think it would be easy to cancel a contract and re-order another phone....you have to wait (ages) for the first phone to arrive so you can send it back and then re-order...

[Anonymous]

Never had to do that myself fortunately as I always go Instore when I want a new phone as it's just less hassle & I know there is more chance of me getting my chosen handset there & walking out with it the same day