Last Month of Contract with a Broken Phone - Negotiating Power?

Miss_Imaginative

I've been with o2 since the days of BT Cellnet as a PAYG customer and on contract for three years at £35 p/month. 18 months ago (November 2008), I renewed my contract and upgraded from a Nokia 6300 to a nice shiny Sony Ericsson C905 (paid £50 for the 'priviledge' in fact, as the C905 was just out at the time). Since getting the C905, I've had nothing but problems...

March 2009 - The ear-piece stopped working, so I was unable to hear anybody whilst making phone calls. The phone was sent off for repair and returned 2 weeks later.
July 2009 - The recent calls list on the phone came up in foreign languages, and I couldn't access my contacts list, so I turned off the phone to allow it to reset and re-start. Big mistake! The phone wouldn't turn back on again. Phone was sent away for repair, returned 2 weeks later.
September 2009 - The key-pad fell off. Phone sent away for repair, returned 2 weeks later.
December 2009 - The recent calls list started coming up in foreign languages again, with the same problems as in July 2009, plus the phone kept cutting off in the middle of phone-calls. Phone sent away for repair, despite a o2 employee telling me in September 2009 that with the fourth problem I would be able to choose a replacement phone. I was told in December 2009 this was not the case, so I either send the phone away for repairs or am stuck with a broken phone for the rest of my contract (despite my proving to them that they no longer sold the C905 and it was no longer in production due to all it's problems!).

Needless to say, I've lost all faith in the reliability of the phone and have taken to carrying my old Samsung phone (from when I was on PAYG) around with me in case the C905 dies on me! OH and I moved away from our hometown last year, so having a phone is vital.

This morning, I woke up to find my C905 is broken yet *again*. I can't access the contacts list and my previous-calls list is in a variety of languages and characters. However, I am now in my last month of my contract with o2, so I know I have more power at my disposal in being able to walk away. I'm sorely tempted to walk away considering the fact I've had such an unreliable phone and they've not offered me a replacement despite all these problems and the phone being discontinued by Sony Ericsson.

Now, here is where my dilemma starts. I would like to have an Iphone as my next/replacement phone. I've been eyeing up the I-phone for a *very* long time, in fact choosing to wait 18 months ago for the prices to come down and negotiate a deal this time round. An Iphone meets all my needs of my life, my job... I've now been ringing up o2 retentions regularly to see if they have any 3GS Refurbs in stock, but no joy yet. OH thinks now my phone has broken again *and* I'm in my last month of contract I have more negotiating power to be able to get an iphone from o2 on a cheaper tariff, regardless of it being a Refurb or New. I'm not so sure, as I know that Apple set the prices for the new Iphones so it's not negotiable.


My original plan was to (hopefully) get an Iphone 3GS Refurb at a reduced rate (due to loyalty), then sell the C905 in working order on enviro-phone, as I know I'd be able to get £60 back for it, which could then contribute towards any I-phone costs/pay first couple of bills. However, now the phone is breaking, I won't be able to get as much. Do I go to the shop and get the C905 sent away for repair? Or just try and sell it in its current condition if I can negotiate an Iphone from o2?

Any advice on what I should do? Should I ring o2 retentions and negotiate with them? Or take my C905 into store to be repaired? I have insurance on this phone, luckily, so any repairs will be covered by that. I just don't know where I stand with this, as surely they have to provide a service of a fully working phone?

Thanking you in advance!

Miss_I

nickmack

Miss_Imaginative wrote: »

I've now been ringing up o2 retentions regularly to see if they have any 3GS Refurbs in stock, but no joy yet. OH thinks now my phone has broken again *and* I'm in my last month of contract I have more negotiating power to be able to get an iphone from o2 on a cheaper tariff, regardless of it being a Refurb or New. I'm not so sure, as I know that Apple set the prices for the new Iphones so it's not negotiable.

There's pretty much no negociation on tarifs with new iPhones. You may be able to get some small incentives but unless you're an employee of a a reseller/network it will likely be minimal. From what I read on here, refurbs tend to be a bit hit and miss whether they're in stock. Bear in mind Apple are rumoured to be releasing a new iPhone this year, so prices for existing models will probably change around this time.

Any advice on what I should do? Should I ring o2 retentions and negotiate with them? Or take my C905 into store to be repaired? I have insurance on this phone, luckily, so any repairs will be covered by that. I just don't know where I stand with this, as surely they have to provide a service of a fully working phone?

If it's still insured then you may as well get it repaired. The phone and airtime contract are seperate, so in reality it's not particularly useful as a bargaining tool.

As you're in the last month, you can already give your notice if you're unhappy. If you're set on the iPhone, there's not much to negociate so it's just a question of whether you'll stay with your current network or not. Have a look and see if the finer details of other networks offering meet your requirements more closely.

gjchester

Call o2 and see what they offer you, most phoneco's will negotiate in the last month.

Worst case is they say no deal and at least you know. However whilst refurbs may be a little negitiable on the handset unlikely to be cheaper on the Tarrif (but they may thrown in extra minutes.)

Miss_Imaginative

Thank you both for such prompt replies.

I just rang o2 Retentions and explained my history, and as expected he said there was no negotiations with the new Iphones. However he said that going for a Refurb/Reconditioned Iphone would definitely be the way to go for value for money/a better deal, as I'll get money off each month for my loyalty for the past 9 years or so.

nickmack, you make alot of sense! So I'm going to take my C905 into an o2 shop this weekend and get it sent off to be repaired. Might as well get my money's worth out of this insurance I've been paying for! I'm definitely going to do some serious shopping around in terms of what I can get for my money re: the Iphone. I figured that o2 may be quite interested to keep my business so may be able to make a good deal on a refurbed phone when they next come in. I may as well have some knowledge up my sleeve to barter with!

Miss_I

Darrenb2410

Miss_Imaginative wrote: »

I've been with o2 since the days of BT Cellnet as a PAYG customer and on contract for three years at £35 p/month. 18 months ago (November 2008), I renewed my contract and upgraded from a Nokia 6300 to a nice shiny Sony Ericsson C905 (paid £50 for the 'priviledge' in fact, as the C905 was just out at the time). Since getting the C905, I've had nothing but problems...

March 2009 - The ear-piece stopped working, so I was unable to hear anybody whilst making phone calls. The phone was sent off for repair and returned 2 weeks later.
July 2009 - The recent calls list on the phone came up in foreign languages, and I couldn't access my contacts list, so I turned off the phone to allow it to reset and re-start. Big mistake! The phone wouldn't turn back on again. Phone was sent away for repair, returned 2 weeks later.
September 2009 - The key-pad fell off. Phone sent away for repair, returned 2 weeks later.
December 2009 - The recent calls list started coming up in foreign languages again, with the same problems as in July 2009, plus the phone kept cutting off in the middle of phone-calls. Phone sent away for repair, despite a o2 employee telling me in September 2009 that with the fourth problem I would be able to choose a replacement phone. I was told in December 2009 this was not the case, so I either send the phone away for repairs or am stuck with a broken phone for the rest of my contract (despite my proving to them that they no longer sold the C905 and it was no longer in production due to all it's problems!).

Needless to say, I've lost all faith in the reliability of the phone and have taken to carrying my old Samsung phone (from when I was on PAYG) around with me in case the C905 dies on me! OH and I moved away from our hometown last year, so having a phone is vital.

This morning, I woke up to find my C905 is broken yet *again*. I can't access the contacts list and my previous-calls list is in a variety of languages and characters. However, I am now in my last month of my contract with o2, so I know I have more power at my disposal in being able to walk away. I'm sorely tempted to walk away considering the fact I've had such an unreliable phone and they've not offered me a replacement despite all these problems and the phone being discontinued by Sony Ericsson.

Now, here is where my dilemma starts. I would like to have an Iphone as my next/replacement phone. I've been eyeing up the I-phone for a *very* long time, in fact choosing to wait 18 months ago for the prices to come down and negotiate a deal this time round. An Iphone meets all my needs of my life, my job... I've now been ringing up o2 retentions regularly to see if they have any 3GS Refurbs in stock, but no joy yet. OH thinks now my phone has broken again *and* I'm in my last month of contract I have more negotiating power to be able to get an iphone from o2 on a cheaper tariff, regardless of it being a Refurb or New. I'm not so sure, as I know that Apple set the prices for the new Iphones so it's not negotiable.


My original plan was to (hopefully) get an Iphone 3GS Refurb at a reduced rate (due to loyalty), then sell the C905 in working order on enviro-phone, as I know I'd be able to get £60 back for it, which could then contribute towards any I-phone costs/pay first couple of bills. However, now the phone is breaking, I won't be able to get as much. Do I go to the shop and get the C905 sent away for repair? Or just try and sell it in its current condition if I can negotiate an Iphone from o2?

Any advice on what I should do? Should I ring o2 retentions and negotiate with them? Or take my C905 into store to be repaired? I have insurance on this phone, luckily, so any repairs will be covered by that. I just don't know where I stand with this, as surely they have to provide a service of a fully working phone?

Thanking you in advance!

Miss_I

With the whole refurb saga dragging on, they did suggest I take a new iphone on a 45a month tariff, then start dropping down the tariffs after 9 months. Although they are tied into the structured Apple pricing plans, she could offer free 02 to 02 which is the majority of my calls and a free 200 minute bolt on! Still not great deals like the refurb though.

Fire_Fox

Try writing a letter of complaint to O2 detailing the problems you have had, see what they offer you.

Miss_Imaginative

Firefox, I wrote a letter of complaint back in early January after the sales advisor in one of their stores was incredibly rude, I also detailed all the problems I've had. I heard nothing back!

Maybe another letter now I'm within my last month of contract may bring some more joy?

Miss_I

alisont

I agree its worth getting the C905 fixed whilst its free - then once fixed you might decide to sell it.

Ive had the same phone - and some of the same problems - microphone went then month later the cancel button for texting - mine is a contract with T mobile via Car phone warehouse.

Have to say I didnt go via t mobile for repairs but straight to CPW as Ive an express repair centre 5 miles from work - both times fixed in 2 days - well next morning second time round. Id only heard negatives about CPW but have had great customer service from them.

I phoned t mobile the 2nd time it broke to complain and they credited me £15 off next bill even though CPW repaired it.

I would write to 02 complaining - if you dont get anywhere someone on here might have contact details to go higher up the chain of comand?

Sorry you've had all this hassle - hope you have more luck with an iphone:) I know Il eventually get an iphone but not just yet as had an i touch for christmas/birthday - so need to use/have that for a while before I get an iphone!

Fire_Fox

Miss_Imaginative wrote: »

Firefox, I wrote a letter of complaint back in early January after the sales advisor in one of their stores was incredibly rude, I also detailed all the problems I've had. I heard nothing back!

Maybe another letter now I'm within my last month of contract may bring some more joy?

Miss_I

Try again recorded delivery, might have got lost in the post? Address it to the complaints department not customer service.

Rev

I had exactly the same problem with my C905, after the third time of sending it off for repairs I asked Sony for a replacement, which they gave without question, have you contacted sony about it? Or always gone to your contract provider?. I've always been under the impression that if it breaks down more than three times you're entitled to a replacement since it's clearly not fit for purpose.

Also, I upgraded a month or so ago and got a refurb iphone 3g, 600 mins, free o2 to o2, 500 texts, and free internet for £27 on an 18 month contract. Not great considering I was paying £20 for exactly the same on my previous contract, but it saved me the hassle of changing and the o2 to o2 is pretty much a must for me since everyone I know is on o2 and without it my bill would be huge.

So it's worth calling o2 a few times and seeing what they offer.

Miss_Imaginative

Thank you all for your replies. The c905 is in for repairs, it should be back Friday.

Rev, I have always sent my phone back to be repaired via the o2 store, as I was told that it would invalidate my insurance if I didn't! I'm wondering if sales people are seeing a young-looking individual and telling me all kinds of rubbish. I had been told when my phone broke the second time that on the third time of breaking I'd be given a replacement, but when I held o2 to this they told me it was utter nonsense and I had to have the same problem 3 times (which I have now). I've rung o2 retentions 5 times now, each time explaining my unhappiness and they generally offer me what they offer to new customers (for iPhones). I will keep persisting though, as well as sending off a letter of complaint. I am in exactly the same boat though, as the majority of my friends and family are on o2 so changing network would be hassle and mean higher bills!

alisont, I am most definitely planning on selling the c905 once I get a replacement phone. And I'm definitely never getting a Sony Ericsson again, it's put me off them completely (despite my friends praising them from the rooftops). I've received no compensation from o2, despite the fact it's the 5th time it's been off for repairs. Fingers crossed yet another letter to complaints does the trick.

Firefox, I think I will definitely do a letter via recorded delivery. My letter I sent in January was sent first class, but I also sent a copy via email. I really wouldn't be surprised if it had got lost in the post, with my previous experiences of Royal Mail! Thanks for the tip re: sending it to complaints rather than customer services.

As seen on the cheap iPhone discussion thread, I keep ringing up to see if they have any 3GS refurbs in, but none so far. I'm getting to the point of thinking of going with another smart-phone that will have more flexibility in terms of tariff/price. I'm leaning towards the HTC Desire, as I have heard very good things about them. However, I am wary of getting a phone that has only just been released, as the c905 was just released when I got it 18 months ago and look how much grief I had from it! My logic behind getting an iPhone was to get something that has been out a while and is reliable. But then again, how often does a phone have so many faults? So now I'm just not sure what to do... :think: Any thoughts?

However, first job - letter of complaint!

Miss_I