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]

Strangely I said all that in the first reply.....

[Anonymous]

I see why they want to see the phone you are returning but to cancel it and go through another credit check etc, it's very long winded. I'm waiting now for them to update my account

[MI5]

The wheels of O2 don't turn as fast as customers would want them to I'm afraid - same with all big companies.
Processes and procedures have to be followed.