Took out a refresh contract 6 days ago, changed my mind on handset

[Itsalive1978]

Evening all.

Had an o2 contract via Carphone warehouse, it still had a little while to run but wanted a new handset so decided to pay it off early, total £372.

I went into o2 retail store on Saturday spoke to one of the assistants, explained I wanted to pay off the remaining balance and upgrade. Not a problem she took the money cleared my current contract via speed to refresh and then I decided on a new refresh contract and an iPhone XR.

Roll forward 6 days and whilst I like the handset I prefer the android platform I switched from.

Went back in to my local store and explained i had changed my mind on the handset and I wanted to switch to a different device.

At this point I’m told I can’t do that cause I did a “speed to refresh” and that they can’t help me any further.

Does anyone on here have any experience of this? Do I have any cooling off periods, if I have to cancel the contract totally then I’m happy to, if I’m honest I’m really disappointed with the experience.

Thanks in advance

[Itsalive1978]

Thanks everyone for the advise, back to the o2 store I go

[TallTrees]

Hello there @Itsalive1978 

Great go with confidence! Let us all know how it goes ~ best of luck 

[Itsalive1978]

Thanks everyone for the advice.

Went to a different shop, the O2 store in Portsmouth city centre, the guys there were great, really knew their stuff sorted out the exchange in no time at all.

Perhaps the guys in my local Swindon store should pop there for some reeducation 🤣

[Anonymous]

Glad to see it’s resolved for you

[MI5]

Thanks for confirming

[gmarkj]

...and some common sense!
Glad to hear you got the result you wanted and should have had in the first place @Itsalive1978!

[Cleoriff]

....and yes, the people in the Swindon store DO need some re-education/training @Itsalive1978 

[gmarkj]

Is that something that we can feedback on @EmilieT @Martin-O2 @Marjo?

[Martin-O2]

I'm sorry to hear that you didn't have the best experience in-store when returning your handset @Itsalive1978. I'll arrange for your feedback to be passed on. I'll need a couple of details to do this so I'll send you a quick message.  

Thanks for the tag on this one @gmarkj!