Returns

[Paddy3]

Hello, I bought a pay monthly iPad and unfortunately it was dead out of the box. Contacted customer service who sent a replacement out next day for the doorstep swap. I got the iPad packaged up and labels printed. Dhl arrived with the new iPad today and refused to take the old one away because they were not instructed to do so,it wasn’t labeled with their labels and had no secure box. I will give them a call tomorrow to see what they have to say, but seeing if anyone else had this issue.

[Anonymous]

If it was a doorstep swap then the courier should have taken it. Call Dpd & tell them to come back

[Bambino · Accepted solution]

@Paddy3  Obviously call customer service, but I would think that whichever company's return label it is, that's who it should go back with so you can track the return.

[MI5]

@Paddy3 

It sounds like the courier wasn't instructed by O2 to collect the old iPad.

When I did a doorstep exchange, the courier bought their own packaging and label to put the phone in to return to O2.

You need to call customer service to find out what they want you to do with it.

https://community.o2.co.uk/t5/Welcome-News/How-to-find-help-amp-contact-O2-A-Guide/m-p/1201413#M2924...

[Paddy3]

It’s just basic returns label with my name and address plus the return address, o2 return center Vulcan north road.
Dhl’s driver refused because it had no barcode or any other information to scan in.

[Bambino]

It's understandable why the driver refused, @Paddy3, and it was probably better for you that he did. If there were no barcodes on the return label, he wouldn't have been able to give you a receipt that it had been collected, nor would you have been able to track the return. Make sure when you speak to customer service that they issue you a proper return label. You don't want to be responsible for it once it leaves your possession.