Refused return during cooling off period

[JoeChamberlain]

Hi,

Less than a week ago, I checked my upgrade date which was about 5 months away but an offer appeared where the remaining contract was automatically paid off if I upgraded now. I went to the store did the upgrade and picked up a P30 Pro. Great phone, but after much playing around with it, I'd prefer a S10+ and I also noticed a crease on the screen under the glass.

Today I went back and said I'd like to exercise my cooling off period, return the phone, mentioned the defect. All was well until the computer rejected my return, I could only have a like for like replacement due to the defect and not a different handset.

The reason being I understand is that I originally took out the previous contract, a couple of years ago with O2 through Carphone Warehouse. And apparently the cooling off period isn't valid for me with the early free upgrade offer now.

I'm pretty sure, my contract mentions the cooling off period and the sales advisor mentioned it when I picked up the l P30 Pro. I would have really thought twice if it was made clear to me there was no cooling off period.

Is there anything I can do? Can any consideration be made even if I agree to have a different phone and new contract?

This policy doesn't make sense to me. And I can't seem to find it anywhere. I'm really disappointed with the situation.

Thanks in advance.

Joe

[Cleoriff]

Exactly what I was saying in my first post @gmarkj . Whatever the reason, every customer is allowed a 14 day cooling off/change of mind period.

It's pity it wasn't bought online then there would have been non of these shenanigans

[Martin-O2 · Accepted solution]

Cheers for the mention on this one @Cleoriff. 

It sounds like a tricky one @JoeChamberlain so I can ask our Guru team to take a look and get some clarification for you. 

I'll need some details so I'll send you a private message. 

[JoeChamberlain]

Thanks very much all for taking your time on this. Glad I dropped by. I'll stick around on these forums I think. 😊

[TallTrees]

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@JoeChamberlain wrote:
Thanks very much all for taking your time on this. Glad I dropped by. I'll stick around on these forums I think. 😊

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Brilliant ~ hope that this discussion sees a very happy ending for you ~ best wishes TallTrees

[Cleoriff]

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@JoeChamberlain wrote:
Thanks very much all for taking your time on this. Glad I dropped by. I'll stick around on these forums I think. 😊

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Pleased to hear you will be sticking around @JoeChamberlain . This forum is a great place and we are a friendly bunch. Our managers also do their best to help when we can't..

So welcome again

[Martin-O2]

Glad you're going to stick around on the community @JoeChamberlain and I'll be in touch as soon as I hear back on your issue. 

[JoeChamberlain]

Pleased to say an O2 rep has been in touch to say they've given instruction to the store how to satisfy my return and give me the phone I want. Very pleased. Will pop there tomorrow!

Thanks again all.

To any other customer with a similar problem reading this. Please perciveer as I've done and I hope this works out for you. It might not work for all as our case my not be the same. But good luck.

[gmarkj]

Good to hear common sense prevailed with the correct outcome!

[Poppysmum]

@JoeChamberlain  Glad you going to get the phone sorted .

[Martin-O2]

Thanks for letting us know @JoeChamberlain! Any further issues give us a shout.