faulty 02 handset

carly57

Good morning all hope someone can help with this query I rang 02 and purchased Genio Touch for £70 on 10 th Dec for xmas pres for my daughter ,handset wont charge so rang on sat was told take it to 02 shop and they will replace it took it to shop on Sun to be told has to be posted back ,so this morning im told post it back and if i want a replacement have to purchase it and it will be few weeks before faulty phone is refunded I m disgusted ,has any one else come across this ?
Carly

dianeio

Yes thats the deal. I use my mobile phone for work and had to buy a cheap one till I got replacement from O2, they did say a couple of weeks but it was back within a week - a reconditioned one.

tightasaduck's

Try phoning 02 Customer Services back, they may me more helpful / clued up than the shop staff and firmly, but politely, express your disappointment at being given mixed messages and see if they will include some goodwill gesture. I remember having a faulty handset casing (was loose and wouldn't click into place) a couple of years ago and the shop (O2 Connswater) replaced it immediately. Good luck!

mightymolly

If the purchase was made online, then it can't be exchanged in store, and does have to be done that way. I don't understand why they are telling you to buy another before they can refund it, that isn't right at all, and it should be a new one that you are sent out, provided it is within 28 days (within 14 days you can exchange for another make/model, within 28 days a like for like can be done) outwith the 28 days it is sent for repair and if a replacement is necessary then, then a refurbished will be sent out. I would get on the phone to customer services, and demand to have it replaced without you having to fork out for another, if they still say that is the case then ask to speak to their line manager. I work in an O2 store, and do sometimes feel it is pot luck when phoning the customer service department, you can either get someone who will bend over backwards for you, or someone who is no help what so ever. I would just keep at them until you get the former! Good luck

sorry just want to say tightasaduck, as a store staff member, our hands are extrememly tied when it comes to things that are purchased "online" (as in on the internet and by telesales), we have no power instore to help with any online issues, so it's not a case of not being helpful or clued up, we just physically aren't able to do anything for you, except in our store we would phone up customer services for you and sometimes are able to act as a voice for you providing you give all the security info to the advisor, not all stores will do that though. And yes I agree, get them to do a good will gesture for the inconvenience!

mightymolly

sorry you've edited as I typed!
I think perhaps it was something that could be done years ago, but think the process has changed recently, I can't remember that far back! lol

tightasaduck's

Molly

I also find it's a case of 'pot luck' with some O2 store staff too - my experiences have been that some are indeed more helpful/clued up than others and some will 'bend over backwards' too. I guess that's the same with most staff in most organisations though, so no disrespect to you. I'm sure you're one of the more helpful ones!

carly57

Thanks for all replies ,I have bought numerous phones over the years mostly 02 and never came across this before the phone was bought over the phone and if there was a problem it was back to the shop and they sorted it, so anyone here know what 02 telephone sales policy is .I think he meant that because it was a xmas present I should purchase new and wait on refund I got it tight enough this xmas ,I tried to email 02 but emails not sending ah well maybe its time to change to Vodafone .

blueberrypie

According to Trading Standards, you should not be out of pocket as a result of faulty goods - so if O2 cannot replace your phone immediately, they should be willing to lend you another one until the replacement arrives. O2 has a legal obligation to sort this out - its policies cannot over-ride your legal rights as a consumer.

mightymolly

tightasaduck's wrote: »

Molly

I also find it's a case of 'pot luck' with some O2 store staff too - my experiences have been that some are indeed more helpful/clued up than others and some will 'bend over backwards' too. I guess that's the same with most staff in most organisations though, so no disrespect to you. I'm sure you're one of the more helpful ones!

I try to be! I've worked with them since the store opened in my town, so over four years now, I love my job! I'm a little foggy on a couple of things at the moment as I have been off sick for over 2 months now, and need to get my brain back in work mode as I start back in a few days:eek: You can fairly get out of the loop being off for a week, so I've got a fair bit of catching up to do!:rolleyes:

Kilty_2

For contract phones with O2 if you have a faulty handset you post it back and it's replaced - takes around a week, sometimes more. Saying that, within the first 28 days they usually replace the phone by a doorstep swap with a courier.

You can request a "loan phone" from a store for which you pay a deposit which is fully returnable upon returning the loan phone.

I don't know how they handle PAYG returns since I only worked with contract support.