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Level 1: Joiner
Posts: 1
Registered: ‎03-08-2014

Swap persistantly faulty phone.

Hi all,
I want to swap my persistantly faulty Samsung Galaxy S9+ for a different make/model.
The speaker assembly on my phone keeps failing, which crackles and distorts the sound. (unpleasant to hear).
I had my first phone repaired. (The courtesy phone I received was 3g at best, had no touchscreen and had no predictive text. Bit of a slap in the face that O2, you might want to look at that one again.) Within weeks I had the same issue and the phone was replaced. I have had 2 further replacements, that followed the same pattern and am currently waiting for my 3rd.
Why can't I have a different phone? I have lost all confidence in the S9+. Void my contract, refund me. I get a new contract, with a different phone and everyone walks away happy. What could be fairer than that?
Posts: 102,004
Topics: 770
Registered: ‎14-01-2013

Re: Swap persistantly faulty phone.

[ Edited ]

Hi @Anf 

I'm sorry that won't be possible, You are well past the 14 day change of mind policy so one option is to pay off your contract and choose a different phone.


You may be able to upgrade though..info here https://www.o2.co.uk/help/pay-monthly/upgrading-your-pay-monthly-mobile


Best of luck and welome to the forum. Welcome

*The Game Is On*

Posts: 117,727
Topics: 577
Solutions: 16,563
Registered: ‎04-04-2012

Re: Swap persistantly faulty phone.


Unfortunately this isn't O2 and we can't agree to any account changes for you. 

I can ask @EmilieT to take a look next week for you though.

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), Z3 Tablet (Three UK), iPhone 8+ (EE)
Level 71: Golden Child
Posts: 17,413
Registered: ‎31-03-2010

Re: Swap persistantly faulty phone.

@Anf  If you have the same problem with the replacement phone you might want to contact Samsung directly. https://www.samsung.com/uk/support/


Posts: 68
Topics: 0
Kudos: 25
Blog Posts: 0
Solutions: 0
Registered: ‎02-03-2019

Re: Swap persistantly faulty phone.

Did you get the phone is a store or was it sent out from the warehouse? The answer would give you different options based on your right as a consumer.
Kindest Regards,
Samsung Galaxy S10+ on O2 UK
Nokia 1 Plus on O2 UK
Former Staff
Posts: 5,427
Registered: ‎18-04-2018

Re: Swap persistantly faulty phone.

Good morning @Anf, and sorry to hear about your phone troubles! There's a lot of very good advice above, so please take a look and let us know if either helps you get things sorted Smiley Happy 


Thanks @Cleoriff@MI5@Bambino and @Foddersin for the advice and suggestions!

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