14 day guarantee with a new phone

6thome74

Hi everyone

I wondered if anyone could help me - I recently opened a contract with o2 (21 days ago to be exact!) and called yesterday to see if I could actually exchange the phone and change the tariff - I thought that normally you had 14 days for a complete "change of mind" but 28 days if you wanted to exchange the phone. The woman at o2 was incredibly unhelpful and not apologetic at all and just said that it was down to me to read the terms and conditions and as it was passed the 14 days there was nothing they could do. Now I'm stuck with a phone I'm not at all impressed with and a tariff which doesn't suit me as well as another might. I did do a fair amount of research before I ordered the phone but of course, you don't know until you've had a fair amount of time to try the phone.

I've emailed them to complain and see if there's anything I can do but I just wondered if anyone can help - incase I get a "sorry it's your own fault" response!?

Thanks

Techhead_2

At the risk of rubbing salt into your wounds. It is always dangerous to assume. As it happens O2's fourteen day policy is one of the more generous. So you will have to rely on sweet talking them
into a goodwill gesture, a complaint is probably not the way to do that.

6thome74

Ooops a little bit too late now! But thanks for the advice. I'll await their reply!

Pound

6thome74 wrote: »

The woman at o2 was [...] not apologetic at all

So what did you want her to apologise about?

6thome74

Not the most helpful response!

MrRincewind

You still haven`t explained why she should apologise and how she was unhelpful, you say you did research, but you still ended up with a phone you don`t like and tariff that appears not to match your needs, and you failed to read the terms and conditions until it was too late.

No doubt you have mentioned this advisor in your complaint stating she was unhelpful etc, but maybe i`m wrong and you have`nt..

The call centre staff come in for a lot of abuse at times, a lot of the time its not down to them, just people being unreasonable..

Wintermute

You have a 14 day cooling off period with your phone on O2, but if the phone's faulty within 28 days you can either get a brand new phone as replacement (doorstep swap so no sending your phone off to repair/replace) or you can just cancel your contract. The 14 day cooling off period for the phone is O2 policy, it's not law so as said above, the best you can hope for is a goodwill gesture.

Unfortunately you were asking her to do something that was outside of her control and would be outside the terms of the contract.