o2 Insurance replacement phone wrong!

[Anonymous]

Sent my Galaxy S8+ in for a repair. Recieved my replacement phone today and they have sent me a regular S8!!

My question is will they take this back and replace it with an S8 +? Do they really expect me to pay for an S8+ on a pay monthly contract whilst they have given me an S8.

Really frustrated by this. After a week of not having my phone I am now expecting an ongoing saga with o2 just trying to get a handset that I am paying for back!

[Bambino · Accepted solution]

@Anonymous You'll have to speak to O2 insurance. That shouldn't happen. https://www.o2.co.uk/contactus

[Anonymous]

Thanks. Going to be calling them first thing tomorrow morning. I guess I just needed somewhere to rant and let some steam off!

[MI5]

The YTS probably thinks it's an equivalent device.
Complaints link here if needed.
https://www.o2.co.uk/how-to-complain

[Anonymous]

It shouldn’t happen but they may not have an S8+ in stock as insurance has limited stock so I believe & are like for like or similar specifications refurbs. It could be that this is one such occasion where they offer you a similar model but you do have the right to  refuse but then there is no telling how long it will be before the correct model becomes available 

[Cleoriff]

I wouldn't accept it at all. If @Anonymous wanted a S8 he would have bought one.

Certainly not a like for like exchange. Unless they reduce the tariff there is no way the replacement is acceptable. Follow the advice above and make sure you get the replacement you paid for.

[Anonymous]

@Anonymous Even if that was the case surely they should notify me before sending me out a device that isn't like for like.

[MI5]

---

@Anonymous wrote:

@Anonymous Even if that was the case surely they should notify me before sending me out a device that isn't like for like.

---

Yes, if they are knowingly sending you an equivalent device, they should offer it to you first.

[jonsie]

Well that is in the T&Cs but the simple fact is that it isn't like for like. Call them and refuse the phone, you are perfectly within your rights to do that.

[Anonymous]

Thanks everyone for the advice. I will call first thing tomorrow morning and see what they say. If they cannot offer me like for like then I will have to take this further. My frustration mainly comes from the fact that as part of my contract I should be able to get an upgrade after one year from O2, but have no idea if it still applies if they have issued me a different handset!