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Posts: 80,164
Topics: 495
Solutions: 9,577
Registered: ‎04-04-2012

Re: Returning IPhone X


@Alexandrapc9wrote:
The problem is that both the bag to return AND the delivery to swap the phones are coming. Can I just refuse to give the phone to the delivery man?

Yes refuse delivery and ask the courier to return it, but you also need to follow the instructions in the link I gave above so that O2 knows you want a refund.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr) and Z3 Tablet (Three UK)
iPhone7 (EE)

nil desperandum. When you take things for granted, the things you are granted, are taken away.



Level 60: Scholar
Posts: 10,612
Registered: ‎31-03-2010

Re: Returning IPhone X


@MI5wrote:
You can return a faulty device within 30 days for repair, replacement or refund.
O2 help here https://www.o2.co.uk/help/phones-sims-and-devices/our-returns-and-repairs-policy

So who decides that the phone is faulty? If it's the purchaser, then the 14 day cooling off period doesn't apply to anyone. What if the purchaser just isn't using the phone correctly, or caused the fault themselves? Doesn't make a lot of sense to me.

I DO NOT WORK FOR O2
Posts: 80,164
Topics: 495
Solutions: 9,577
Registered: ‎04-04-2012

Re: Returning IPhone X


@Bambinowrote:

@MI5wrote:
You can return a faulty device within 30 days for repair, replacement or refund.
O2 help here https://www.o2.co.uk/help/phones-sims-and-devices/our-returns-and-repairs-policy

So who decides that the phone is faulty? If it's the purchaser, then the 14 day cooling off period doesn't apply to anyone. What if the purchaser just isn't using the phone correctly, or caused the fault themselves? Doesn't make a lot of sense to me.


Ultimately it is O2 who decides.

From the link....

faulty2.PNG

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr) and Z3 Tablet (Three UK)
iPhone7 (EE)

nil desperandum. When you take things for granted, the things you are granted, are taken away.



Level 60: Scholar
Posts: 10,612
Registered: ‎31-03-2010

Re: Returning IPhone X

So the OP still has to send the phone back and there's no guarantee they'll get a refund. O2 could decide to either repair it or replace it, and if it's the latter they could get a refurb. Is that correct?

I DO NOT WORK FOR O2
Posts: 80,164
Topics: 495
Solutions: 9,577
Registered: ‎04-04-2012

Re: Returning IPhone X

No, if it is faulty, the OP can choose to have a full refund.
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr) and Z3 Tablet (Three UK)
iPhone7 (EE)

nil desperandum. When you take things for granted, the things you are granted, are taken away.



Level 60: Scholar
Posts: 10,612
Registered: ‎31-03-2010

Re: Returning IPhone X

Okay. I'm just playing devil's advocate here, so if someone knew what they were doing, and didn't like the phone they bought, they could create a fault and return the phone for a refund within 30 days. Is that correct?

I DO NOT WORK FOR O2
Posts: 80,164
Topics: 495
Solutions: 9,577
Registered: ‎04-04-2012

Re: Returning IPhone X

Obviously I don't know how O2 determine a "fault" or even if they could detect malicious damage, so it wouldn't be something to recommend.
You don't need an excuse within 14 days anyway, which should be enough to decide if you like the phone or not and the 30 day rule is there due to consumer protection laws so needs to be abided by.
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr) and Z3 Tablet (Three UK)
iPhone7 (EE)

nil desperandum. When you take things for granted, the things you are granted, are taken away.



Level 60: Scholar
Posts: 10,612
Registered: ‎31-03-2010

Re: Returning IPhone X

I only asked those questions because it seems that from the OP's first post, the phone is probably repairable or replaceable, but the OP has just decided they don't want the phone any longer. From what you're saying, they're within their rights, so I guess that's that.

I DO NOT WORK FOR O2
Posts: 80,164
Topics: 495
Solutions: 9,577
Registered: ‎04-04-2012

Re: Returning IPhone X

If it's faulty and within 30 days, yes, it's their right to ask for a full refund.
https://www.which.co.uk/consumer-rights/advice/what-do-i-do-if-i-have-a-faulty-product
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr) and Z3 Tablet (Three UK)
iPhone7 (EE)

nil desperandum. When you take things for granted, the things you are granted, are taken away.



Highlighted
Posts: 60,891
Registered: ‎04-01-2009

Re: Returning IPhone X

I know all about the consumer laws and 14 and 30 day periods regarding refunds etc, however, from the opening post and description it sounds very much like a factory reset after backing up would fix the faults. Obviously the OP needs to go through the troubleshooting process as well as the reset but they won't just take his word that the phone is faulty. The first thing they will do when they get the phone back will be a factory reset and I suspect that they will then decide the phone isn't faulty.

I do hope it does turn out to be faulty so the OP doesn't end up with the same phone back, a phone I think perhaps he has decided he doesn't like and has left too late to simply return as a change of mind. Hopefully there is a happy outcome and the OP will come back and update the thread. I'm very interested in the end result....