O2 and a faulty phone - what can I do??

olibrofiz

Bought a pay as you go Sony Ericsson W890i from an O2 shop back in Jan. It went back to the shop in Feb and was replaced, back to the shop in May and was repaired, via the insurance in Jun and was replaced - and it';s just gone wrong again so I've left it with the shop this afternoon.

I am so fed up with it going wrong all the time that I've reached a point where I don't want it fixed, I want a different phone but O2 just appear to be giving me the run around 'speak to the store' - 'speak to customer services' - 'speak to the store'

Is there anything I can do? Or is it just a case of cutting my losses and buying a new phone?

iwanttosave_2

If you got it from o2 store then it would be store that deal with it, not customer care.

Before a phone can be changed it would have to be sent off 3 times. It shouldn't have been replaced by insurance unless it came back as beyond economical repair out of warrenty so you've lost one there. This will be your 3rd time. If it comes back faulty again then you would be able to choose another handset.

olibrofiz

Thanks. So it wouldn't have been in the shops interest for me to take it back for the third time - which is why they told me to go via the insurance after the 2nd time (grrrrr).

So I guess I'll just have to wait and see if it plays up again after the third shop repair?

iwanttosave_2

It doesn't matter to the shop at all, it doesn't come from their stock. They more than likely told you to do the insurance claim simply because the either thought you could, or thought it would be in your interests to get your phone quicker.

olibrofiz

Thanks for the advice

I've just spoken to a very helpful lady in o2 customer service (makes a nice change) who also spoke to the store. Her manager advised her that as I went through the insurance that was the third time and I should be offered a different phone. However the store don't agree and so I've got to get an order number from the insurance co and then a 'fullfillment code' from customer services (?) and go back to the store again.

And if still no joy I can choose whether or not to continue with a complaint.

I don't think the store know what they're doing - they told me I can top up on a simplicity SIM, when I can't :rolleyes:

samantha2312

I had a faulty phone earlier this year and I manage to get a brand new phone in replacement. I went into my local store and as they had no loan phone was expected to travel 25miles to a different store. When I phoned o2 and explained the cost of my time etc and loyalty as customer they eventually after much persuasion offered to replace phone. I got nowhere going into my local store, they are mostly franchises so have to refer to owner who will obviously give nothing away!