O2, can someone Clarify...

pulliptears

I bought an O2 Joggler from O2's online store and had it for exactly 36 days before it died a death. Having read a lot of similar reports and people having had 2 or 3 Jogglers in a row do the same thing ideally I'd like a refund, however I'm aware I'm out of the 28 days now so will grudgingly settle for repair or replacement.

Now, O2 have said repair, and want me to take the unit into my nearest store. Whilst this is possible I don't see why I should have to inconvenience myself to go up to the City Center, pay extortionate parking fees and diesel to drop the thing off and then repeat the procedure again when it's repaired.

My understanding of DSR's is that O2 should be arranging to collect this thing from me and send out a repaired unit to me without inconveniencing me at all. O2 are so far flatly refusing to do that saying all I can do is take it into store.

Am I correct?

OlliesDad

Did you buy it in store or online?

pulliptears

OlliesDad wrote: »

Did you buy it in store or online?

online.

I think they are finally coming around to my way of thinking and delivering a new one...

pulliptears

right this is where I am now...

O2 have agreed to deliver a new Joggler and take the old one. We were told it would arrive on Tuesday. Just received a phone call to say actually "we don't have any in stock" and now we have to wait until they come back into stock to receive a replacement.

grrr

pulliptears

Its now 16th June, I still have the old broken joggler here in the box and no word at all from O2 as to when they are going to exchange it. I'm quite a placid person but I'm getting bloody annoyed now.

unholyangel

http://whatconsumer.co.uk/returning-damaged-or-faulty-goods/

That gives some answers to your earlier questions, as for the most recent....have you had any contact with them at all? Put it in writing, check their complaints procedure. They will have a set time in which to acknowledge and answer your complaint.......if you have the acknowledgement, it could help if you need to persue matters further (it will show you have been more than reasonable with them and have tried to give them ample opportunity to resolve the issue).

pulliptears

unholyangel wrote: »

http://whatconsumer.co.uk/returning-damaged-or-faulty-goods/

That gives some answers to your earlier questions, as for the most recent....have you had any contact with them at all? Put it in writing, check their complaints procedure. They will have a set time in which to acknowledge and answer your complaint.......if you have the acknowledgement, it could help if you need to persue matters further (it will show you have been more than reasonable with them and have tried to give them ample opportunity to resolve the issue).

OH called them tonight and has been fobbed off with "we will call you in the morning". He admitted that the Joggler was now discontinued and they were awaiting the new version.

Im wondering if I can push them into giving me a new model instead lol

DCFC79

pulliptears wrote: »

Im wondering if I can push them into giving me a new model instead lol

give it a try,you never know

pulliptears

DCFC79 wrote: »

give it a try,you never know

It cant be any worse than the old one

unholyangel

From DSR:
If any inconvenience is caused you should be given a replacement item on a ‘like for like’ basis (and not simply the cheapest and most basic model).

I believe (i may be mistaken - can someone correct me if i am) that they can replace it with a item that is equal or better and that they cannot give you one that is lesser.

pulliptears

as predicted, no phone call. Time for a recorded delivery letter I feel.