Faulty Phone Replacement

[Anonymous]

Could someone from O2 please explain to me why, after you sold me a faulty phone and it had been to your repair centre twice with no success, I was only offered a reconditioned phone as a replacement instead of a new one?

[Bambino]

This is a customer to customer forum. You would need to speak to customer service about that. http://www.o2.co.uk/contactus

If you want to lodge a complaint, here is the link: http://www.o2.co.uk/how-to-complain

[Cleoriff]

Hi @Anonymous this is a customer to customer forum. You will need to speak to CS about this issue

http://www.o2.co.uk/contactus

If you aren't happy with any reponse then you need to complain http://www.o2.co.uk/how-to-complain

[MI5]

That is O2's policy and you'll find it's the same for all networks.
Not that I agree with it but it is what it is.

[gindygoo]

Yep, O2 only offer reconditioned handsets when you're is non repairable. Out of interest, how old was the phone when it first went in for a repair?

[jonsie]

If the phone is within the first month of sale then you could push for a brand new exchange. However, after going for repair twice O2 are within their terms and conditions to offer an exchange. Usually a reconditioned and it's up to you to either accept or reject that offer and pursue the matter either through the complaints process or by other means open to us as consumers.

[MI5]

O2 only replace with brand new if inside the first 14 days.
Other outlets (CPW) offer 30 days.

[Anonymous]

It was 4 weeks old when it first went for repair. But I had taken it in to them the week before that and tried a factory reset and sim swap

[Anonymous]

Thanks. That link is not exactly easy to find on their website!

[MI5]

You'll have to chase it through with complaints but it really is o2 policy http://www.o2.co.uk/how-to-complain