Return new damaged phone (14 days)

[Elbepes]

Hi @Marjo , @Martin-O2 , @EmilieT 

I received my new phone today (03 April) which was an upgrade. It, unfortunately, has a crack in the camera lens and I would like to ask for an exchange.

It's not possible to speak to customer support regarding this issue, however, at the same time, I find I only have 14 days to process any form of return.

Please can you help?

Best regards,

Lucas

[Bambino]

@Elbepes Please see this link: https://www.o2.co.uk/help/phones-sims-and-devices/our-change-of-mind-policy

Then this one: https://community.o2.co.uk/t5/Other-Products-and-Services/Coronavirus-Covid-19-Community-Help-and-Su...

[jonsie]

You need to call them and ask for a doorstep exchange

Guide: How to find help & contact O2 

[Elbepes]

Calling is not an option

Automated services, I say "Repair", it then says its prioritizing essential calls and hangs up unless I select option 1

[jonsie]

https://community.o2.co.uk/t5/Other-Products-and-Services/Coronavirus-Covid-19-Community-Help-and-Su...