Returning an upgrade help

[Anonymous]

I recently upgraded my o2 contract (late last week) and I was on a 'free early upgrade' plan if I moved to o2 refresh (original contract was from carphone warehouse). 

I upgraded online on o2.co.uk and chose to pick the phone up from my local store using click and collect.

I have since decided that I do not like the phone I chose and have decided to keep my old phone on sim only.

I have a "14 day cooling off period with no reason" clause in both parts of the refresh contract.  

I phoned 202 this morning and the lady on the phone advised me to take the phone back to the store as it was a click and collect order. I did this, and the staff in the store refused to take the phone back as it was an early upgrade and their till "wouldn't allow them to refund the contract". I even asked for the manager of the store who also said the same thing to me.

I returned home with the phone and contract still active and called 202 again. They informed me that the phone HAS to be returned to a store as it was collected from a store. A gentleman from the LiveChat also said the same thing to me.

I am planning to go back to the store tomorrow to try and get this resolved, whilst having someone on the phone from 202 who says the phone needs to be given back to the store.

I have tried the online returns page and it comes up with an error message so I can't even try to return it online.

Does anyone have any advice for me to try and cancel this contract after having it less than a week? Any help would be greatly appreciated! 

[Cleoriff]

Hi @Anonymous have a look at this https://www.o2.co.uk/help/phones-sims-and-devices/our-returns-and-repairs-policy  which then links to change of mind policy https://www.o2.co.uk/help/phones-sims-and-devices/our-change-of-mind-policy

If bought online you have to contact customer services. It's quite clear in the link....Thy can NOT refuse to take it back if you are within to the 14 day period

The link doesn't mention anything about buying onliine for click and collect...However it was purchased through the website, Clear enough really..O2 need to stop messing you about..

[Anonymous]

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@Cleoriff wrote:

Hi @Anonymous have a look at this https://www.o2.co.uk/help/phones-sims-and-devices/our-returns-and-repairs-policy  which then links to change of mind policy https://www.o2.co.uk/help/phones-sims-and-devices/our-change-of-mind-policy

If bought online you have to contact customer services. It's quite clear in the link....Thy can NOT refuse to take it back if you are within to the 14 day period

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Thanks for your response @Cleoriff ... The issue I'm having is customer services is saying return to store as it was click and collect. The store are saying call customer services as it was bought online...

[Cleoriff]

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@Anonymous wrote:

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@Cleoriff wrote:

Hi @Anonymous have a look at this https://www.o2.co.uk/help/phones-sims-and-devices/our-returns-and-repairs-policy  which then links to change of mind policy https://www.o2.co.uk/help/phones-sims-and-devices/our-change-of-mind-policy

If bought online you have to contact customer services. It's quite clear in the link....Thy can NOT refuse to take it back if you are within to the 14 day period

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Thanks for your response @Cleoriff ... The issue I'm having is customer services is saying return to store as it was click and collect. The store are saying call customer services as it was bought online...

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I know what they are saying. Fact remains you ordered it online. There is nothing in the link about click and collect. I would ring 202 again between 8-8.30am Tell them if they dont give you the correct answer you will just return it to them with a covering letter. Send it back registered post.... Or if they say it has to go back to the store then ask the advisor to ring the store involved.

I am going to tag in @Martin-O2 one of the community managers and see if he can help further. He will be on tomorrow so check back here if you have no joy with phoning CS. Soon you will be out of the 14 day cooling off period through no fault of your own...

[Anonymous]

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@Cleoriff wrote:

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@Anonymous wrote:

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@Cleoriff wrote:

Hi @Anonymous have a look at this https://www.o2.co.uk/help/phones-sims-and-devices/our-returns-and-repairs-policy  which then links to change of mind policy https://www.o2.co.uk/help/phones-sims-and-devices/our-change-of-mind-policy

If bought online you have to contact customer services. It's quite clear in the link....Thy can NOT refuse to take it back if you are within to the 14 day period

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Thanks for your response @Cleoriff ... The issue I'm having is customer services is saying return to store as it was click and collect. The store are saying call customer services as it was bought online...

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I know what they are saying. Fact remains you ordered it online. There is nothing in the link about click and collect. I would ring 202 again between 8-8.30am Tell them if they dont give you the correct answer you will just return it to them with a covering letter. Send it back registered post.... Or if they say it has to go back to the store then ask the advisor to ring the store involved.

I am going to tag in @Martin-O2 one of the community managers and see if he can help further. He will be on tomorrow so check back here if you have no joy with phoning CS. Soon you will be out of the 14 day cooling off period through no fault of your own...

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Thank you for your help @Cleoriff its appreciated. I'll check back for a reply tomorrow. Coming out of the 14 day cooling off period is what I am worried about! Hopefully it gets sorted

[MI5]

It was bought online therefore it has to be returned via post to o2.
It makes no difference that it was delivered to a store as opposed to your home address.
The store can't take it back as it was never their stock in the first place.

[Anonymous]

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@MI5 wrote:
It was bought online therefore it has to be returned via post to o2.
It makes no difference that it was delivered to a store as opposed to your home address.
The store can't take it back as it was never their stock in the first place.

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@MI5 It was the stock from the store as it was an immediate collection. I collected it 30 minutes after taking out the upgrade. They even told me when I tried to return it that it was from their stock. The description was "Click and Collect Now".

I cannot print out a return though as when I try to use the online returns website, when I click submit, the page doesn't go anywhere or I get an error 'please go back to the home page'. I can't return over the phone as they say it needs to go back to the store. I can't return it in store because they tell me it has to be done by phone.

[Cleoriff]

Hopefully @Martin-O2 will be able to help @Anonymous

[MI5]

O2 will replace that stock.
You'd have been better off just going directly to the store, at least then you would have some ownership of the issue.

[Cleoriff]

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@MI5 wrote:
O2 will replace that stock.
You'd have been better off just going directly to the store, at least then you would have some ownership of the issue.

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Hindsight is a wonderful thing ...but @Anonymous has certainly been given a real runaround