O2 Online warranty question

Viz_2

My sister has been with O2 Online on a contract for a few months now. Her Sony Ericsson K750i has a fault and O2 will be sending a courier to repair the phone.
She has asked for a temporary phone to use whilst hers is being repaired but O2 hae refused ( is this normal ? ).

Is my sister entitled to a percentage reduction in her monthly bill as she can't use the service she is paying for ? And she is tied ito a 12 month contract.

Thanks

paullwill8

I find this very unusal. I had a Samsung e800 through o2 and it was constantly breaking down. Every time it went away to be repaired I was given a Nokia3410 until repair was carried out. I would double check this.
However I did have to take it to an o2 shop, (o2 would not collect?), so this may be your best option.

Viz_2

Only thing is i think O2 Online is a different company.

hollie.weimeraner

My son has a Motorola V635 on an online contract. This has broken 3 times in the last 9 months. Rather than ring O2 online I have returned the telephone on each occasion via the O2 shop in Sheffield. On each occasion I have been offered a replacement phone provided that I left a credit card deposit of £40 pending the safe return of their phone which I deem to be reasonable.

I didn't need the replacement phone, but on the last occasion I complained that the phone hadn't been replaced but was repaired yet again (same fault on 3 occasions). salesman in the shop rang CS for me and they have credited my account with £30 for the 5 - 6 weeks I have been without the phone whilst it was being repaired. I did ask for a replacement but as the contract is due for an upgrade next week they wouldn't replace the handset.

paullwill8

Viz wrote:

Only thing is i think O2 Online is a different company.

Mine was o2 on-line. You can return phone to any o2 shop.

deutzkiwi

Viz wrote:

She has asked for a temporary phone to use whilst hers is being repaired but O2 hae refused ( is this normal ? ).

Is my sister to a percentage reduction in her monthly bill as she can't use the service she is paying for ? And she is tied ito a 12 month contract.

Thanks

Unfortunatly the network will argue that she is not entitled, because the fact that the handset is faulty is not their fault. The contract is with the line, not the phone. I'm not familiar with o2 store/online policies, but I work for another high st retailer where we either give a free loan phone for those with insurance, or one for a £50 deposit (fully refundable) if they dont/bought it elsewhere. I often get people complaining about this, alot even use the example that when you get your car fixed they give you a loan car. True, but you have to have insurance to get it! Good luck though, its always worth a try.