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A new way to use O2 Recycle

Chris_K
O2 Social Media Team
O2 Social Media Team
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Hey all,

Today we launched a new way to recycle, which can be used to help decrease your monthly cost for that new phone upgrade you've been thinking about. With O2 Recycle, you can recycle your old tech and get paid one lump sum based on its grading, which you can still use - nothing is changing there. With our new 'integrated recycle' option though, while browsing new devices you'll find a new option that will allow you to check the value of your old tech, and instead of receiving one lump sum payment, we put that value towards your new device plan and adjust your monthly costs accordingly.

See some screenshots below for what this new option looks like.

When selecting a pre-built plan, click the option under the upfront and monthly costsWhen selecting a pre-built plan, click the option under the upfront and monthly costs Answer a few simple questions about the device you're trading inAnswer a few simple questions about the device you're trading in

 

At the end you'll see how much your device is worth, and how much it could save you each monthAt the end you'll see how much your device is worth, and how much it could save you each month Once you've submitted the details, you'll then see the predicted new monthly cost of your upgrade or orderOnce you've submitted the details, you'll then see the predicted new monthly cost of your upgrade or order



So for example, let's say you want to upgrade to the Samsung Galaxy Fold3... Find the device on our website and when you select one of our pre-built plans, you can select an option to see how much your new monthly cost would be if you recycled during your order. Even if you customise your own plan, don't worry, you'll still have the option when you go to add the device to your basket along with any other accessories or options you may want. It's quick and easy, and takes you through the same options as on our O2 Recycle website - search the device you're trading in, tell us the IMEI number, answer some of our grading questions, see what your new lower monthly cost is. Easy!

Once you’ve bought your new plan, submit your trade in order on O2recycle.co.uk after your device purchase and select the “Device Plan Credit” payment option. Once submitted, please ensure we receive the trade-in device within 14 days of the recycle order.


So there you have it, with O2 Recycle you now have a new option where you can get yourself an upgrade with a cheaper monthly cost by using the value of your O2 Recycle order. 

What does everyone think of our new integrated recycle offer? During your next upgrade, do you think you'll use that instead of a normal O2 Recycle order?


Hi. I'm from the Social Media Team.

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Cleoriff
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Hi @Chris_K 

It sounds good in theory. However we have many people who write in here to complain that the price they are offered with O2 recycle is often a lot lower when they actually receive the phone. So if that happens, then obviously the contract price will be a lot higher than first quoted. Customers will end up paying a lot more than expected for their contract. This could cause financial problems, so I'm a bit wary really.

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Anonymous
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Sounds good in theory, but this forum has been littered with people not getting the amount they were promised. So signing up for one amount & then being told it's going to be told it's more is asking for trouble. Then you've got the hassle of returns, if someone sends back within 14 days, What happens to the credit? I can't imagine you'll give it as a cash payout, so will the buyer be forced to enter into another contract or lose the money altogether?

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Chris_K
O2 Social Media Team
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@Anonymous wrote:

Sounds good in theory, but this forum has been littered with people not getting the amount they were promised. So signing up for one amount & then being told it's going to be told it's more is asking for trouble. Then you've got the hassle of returns, if someone sends back within 14 days, What happens to the credit? I can't imagine you'll give it as a cash payout, so will the buyer be forced to enter into another contract or lose the money altogether?


Hey @Anonymous - that's something we explored and built in to the customer journey. If when you send your device we deem it should receive a different grading that will alter the value of the device, we'll notify customers of this and then they'll be able to decide to go ahead with the revised value or have the device returned to them.

With regards to the trade-in value if a customer decides to cancel within their 14 days, again that's already covered and if a customer did cancel fully and didn't opt for a different plan, then a cheque for their recycle value would be generated and sent to them, otherwise if they cancelled but opted for a different tariff/plan, then we'd be able to apply the trade-in value to that new tariff/plan instead. Here's an extract from the terms just so you're aware: If you change your mind within 14 days on your new O2 Refresh contract, and have already sent in your old device to us for trade-in, then your trade-in value will be returned to you using another appropriate method.

 


@Cleoriff wrote:

Hi @Chris_K 

It sounds good in theory. However we have many people who write in here to complain that the price they are offered with O2 recycle is often a lot lower when they actually receive the phone. So if that happens, then obviously the contract price will be a lot higher than first quoted. Customers will end up paying a lot more than expected for their contract. This could cause financial problems, so I'm a bit wary really.


When we receive a device, we’ll assess and test it. If there’s a difference in model or condition that changes the quote, we’ll contact the customer by email with a new offer. If a customer doesn't wish to accept the new offer, they'll have 48 hours to reject the quote and ask for the device to be returned free of charge. At the same time, customers can determine whether to keep or return their new device based on the impact on their monthly cost.

So, if a customer does receive a revised value, they can make a fully informed decision that best suits them. If the new device value means a higher monthly cost they may not be able to afford, they'll be able to cancel within the 14 day period and then they'd be free to look at other options that may suit them better with a lower monthly cost.


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Cleoriff
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That's fine then @Chris_K Thanks for the explanation. 👍

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