
on 12-04-2016 22:13
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on 12-04-2016 22:13
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?
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on 12-04-2016 22:27
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on 12-04-2016 22:27
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.
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on 12-04-2016 22:20
Bizarrely enough that is the process with o2.
You have to wait until you receive it and then return it.
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12-04-2016 22:22 - edited 12-04-2016 22:23
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12-04-2016 22:22 - edited 12-04-2016 22:23
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
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on 12-04-2016 22:22
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on 12-04-2016 22:22
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on 12-04-2016 22:27
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on 12-04-2016 22:27
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.
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on 12-04-2016 22:39
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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on 12-04-2016 22:43
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on 12-04-2016 22:43
@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
Far too easy @Anonymous O2 like to over complicate systems....:smileywink:
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on 12-04-2016 22:59
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on 12-04-2016 23:02
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on 12-04-2016 23:02
@Anonymous wrote:@Cleoriff You mean to say o2 like to mess it up & not fix the mess they've created
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...
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on 12-04-2016 23:07
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

