Help returning phone for an exchange.

[Anonymous]

Hi, I got an upgrade (iphone 6) instore while visiting Aberdeen on the 19/02/16 & now want to swap it for a iphone 6s which I thought I'd asked for when I upgraded. I've phoned customer services this morning & they've said that I can do the swap, no problem as its within the 14 days cooling off period but they thought I'd have to go back into store to do this.

The problem I have is we were in Aberdeen for a couple of days shopping & I actually live off the Scottish mainland in Shetland & am not planing to go back to Aberdeen for a few months as its takes an over night ferry to get there and back. The advisor then gave me the number for the store where I upgraded, so I phoned them to see if I could post the iphone 6 back to them but was told this wasn't possible & it would have to be returned or swapped for the 6s in any store.

Now I'm at a bit of a dead end as to what I can do??

Hope someone can help?

Roger

[Cleoriff · Accepted solution]

Hi @Anonymous

You have to return a phone using the method you used to purchase it

http://www.o2.co.uk/help/phones-and-devices/our-returns-and-repairs-policy

I am sorry but they are quite clear on that in the link I have included. You have already phoned them and the advice you were given is correct.

[Bambino]

If you are set on the iPhone 6S, then you'll have to bite the bullet and go back within the cooling off period. What you need to do is weigh up the time and money it will cost you and decide if it's worth it.

[Anonymous]

Thanks for the reply Cleoriff, If I can find someone to take the phone down with them within the 14 days could they drop it in store with a cover note for me & then I'll sort out the new upgrade online?

[Bambino]

You'd have to call CS or the store and ask, but I doubt they would accept that arrangement. 

[Cleoriff]

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@Anonymous wrote:

Thanks for the reply Cleoriff, If I can find someone to take the phone down with them within the 14 days could they drop it in store with a cover note for me & then I'll sort out the new upgrade online?

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I doubt that would be allowed @Anonymous. Lets face it ..the person returning it 'on your behalf' could be anyone?

I suggest you could phone CS and ask if that would be possible http://www.o2.co.uk/contactus

[MI5]

No, I'm afraid the only way would be for you to call cs and add this other person as a trustee on your account - only then can they act on your behalf.