O2 Complaint regarding iPhone fault and Poor Service

Andy**B_6

Good Evening,

I was wondering whether there are any people out there that can assist with a complaint that I have with O2.

I upgraded from my 18 month contract, to another 18 months contract on the iPhone 3GS on the 12 Sept 09. Within the first few days I noticed that the battery life and signal where not as I had expected and promptlt returned back to my O2 shop. The adivce from the shop was to visit the nearest Apple store so that fault diagnostic could be carried out.

When I visited the Apple Store the technician indicated that there was a fault with the phone and it was promptly replaced. This did resolve the issue of battery life, but there still was an issue with poor signal and consequently dropped calls. I presisted with the issue of poor signal, but made my complaints known to O2, saying that the issue had not been resolved to my satisfaction, throught October, Novemeber and December.

The last email I recieved asked for the phone to be returned to an O2 store where advice could be given on a face to face basis. At the store I was recommmended to have the phone sent to their independent techincian for diagnostics. Two weeks after, I returned to the store for an update to be told that the phone has been assessed as being damaged, with an associated cost of £139??? The phone has never been dropped, or near any water, and in my opinion has not functioned as I would have expected since replacing it at the Apple Store.

I have since written the O2 Customer Resolution Team a hard hitting letter indicating my disappointment in the lack of problem resolution since Sept 09, and that I have no intention of paying £139 for the repair. I have requested O2 end the contract on the basis that they can not provide the service that I am paying for, and have given them 7 working days from the 15 Dec 09. After which I will be contacting the Telecommunication Omnidbudman and cancelling the direct debit.

What is the consensus? Have I given O2 all resonable opportunity to resolve this issue? What are the legal implications of my cancelling the direct debit given that I have signed into an 18 month contract?

Any advice would be greatly appreicated.


Regards,

Andy

OneADay

As DarkConvict (who frequents these forums) - the phone and contract service are separate things, so do not cancel direct debit - will only lead to debit collectors in future.

Did Apple give you a refurbished phone when you took first one back? You could take it back to Apple for an opinion (its still under warranty although thats only as long as there is no user sustained damage of course).

DarkConvict

Yep, don't cancel the DD it might/probably ruin your credit rating. Your best bet is sort out the phone and claim back money for when you were unable to use the phone, if you can prove 02 might be at fault, (although as the phone came from apple it might be a difficult case). if you decide to cancel the contract you will have to pay the remainder unless 02 agree to waive it which they won't, and if you cancel the DD. You will lose your signal, get a default on your credit file and debt collectors instructed to collect the outstanding amount, which ona new IPhone 3GS tariff is probably still about £700.

If the phone was less than 14/28 days old, i am surprised 02 did not choose to replace the phone themselves, for anything faulty in that timescale you should be given a new (not refurbished) replacement. After that it is repair or replacement only. Apple store are generally so i hear very good at repair/replacement of mot faults so i agree ask for the phone back and take it their yourself.

What did they state for reasons for the fault, sadly they can get away with impact or water damage and refuse to repair it under warranty and there isn't a damn thing you can do which is why insurance is highly recommended.
Is the mobile covered under house insurance, or if you bank with Barclays your current account. If there is insurance then claim off that.

Andy**B_6

Thanks for the good advice that's coming back guys.

Is there no form of redress of the lack of coverage from O2?? Surely, if you have signed into a contract with O2 they have to uphold their part of the contract by providing a service that is consumerate with the cost?

In response to the questions highlighted:

When Apple replaced the phone it was a refurbished phone. I am also covered by insurance which I have through O2. I do feel though that O2 do need to redress their customer service as I do feel these issues should have been resolved within the first month of purchase.

Further question: As the issue of the poor signal has not been resolved within the first 14 days, and I am now the 3rd month is there any scope for action against O2?


Thanks in Advance,

Andy

Kilty_2

Is the signal poor in a certain place (ie your house) or is it all over a certain area?

DarkConvict

Ah didn't read the signal part, you have 7-14 days after taking out a contract to inform the retailer if you are unhappy with the signal, after that you are deemed to have accepted the signal is acceptable.
What did 02 say with regards to the signal when you first told them?

After that, aside from total signal lost caused by them that is not fixed in a reasonable time, you cant cancel for signal issues.

You should not have been given a refurbished phone as the item was faulty from new and you reported it as soon as possible. I would get back in touch with the apple store to get a new phone (although this wont fix signal issues)

Andy**B_6

From the very beginning of the upgrade I have highlighted the issue to O2 regarding the poor signal, to which I have never received a reasonable answer.

I am going to wait for some feedback regarding the complaint that I have made to the Customer Resolution Team. I will take on board the comments regarding suspending direct debit payments to O2. I do have concerns though that there seems to be no recourse against mobile phone service providers, if there are issues after the 14 day period. What would happen if I moved to an area where there is little or no reception? Surely it can not be considered reasonably to pay for a service that can not be provided. I have recently moved to a new property and my work frequently takes me to areas away from towns and major cities.


Thanks in Advance,

Andy

OneADay

Its been discussed in many threads, the only time you can complain about reception is at start of contract and if its not good enough, then you can return the phone within the 14 days.

Also been discussed many times, if you move then its not deemed to be the providers fault - the service is provided for the address you use to take out contract.