O2/Apple/iPhone 4S

johnsons_baby

Evening all,

On behalf of my Mum as she's a bit wary of joining websites and asking for help!

In February, she decided that really after living without a mobile phone until that point, she would like one and she felt she 'needed' one.

I'm on O2 PAYG and so is my Grandad, the 2 people she would call or text most often and she decided she would also go with O2.

She decided she would treat herself and got herself an iPhone 4s on the O2 lease plan at £55 a month which included insurance, not sure what else it included and I have to admit I was :eek::eek::eek: when she told me the cost, but as she pointed out, she works very hard, has a job, doesn't smoke, drink or have satelite TV/cable, she could afford it and why not?

Up until recently, she has been very impressed with her 4S, however, last month, it started seizing up, freezing and it kept resetting itself back to default.

She went to the O2 shop she bought it from and they told her to take it to Apple. The nearest Apple shop to us is 55 miles away, so she asked if O2 could do anything in the interim as she wouldn't be able to get to Apple for a few weeks due to work committments. They said No, so she left the shop and came home.

I told her to try O2 direct, they said they'd send a courier to collect the phone the next day, brilliant, except the courier never arrived. Went back to O2 on the phone, very apologetic, rearranged, same issue. Well, this has happened 4 more times.

She rang O2 again, they again told her to take it to Apple. She rang the Apple shop to ensure that was the correct information and they told her to contact her provider first.

I'm now slightly confused as she is, the phone has not worked properly for 4 weeks, now I understand that my Mum's work committments are not the fault of O2 or Apple, thats not the issue she's concerned about.

She is concerned if she takes it to Apple there will be a cost involved or that her O2 insurance will be invalid. She couldn't get a straight answer on this today from O2, which is frustrating as she has a day off on Monday and the genius bar has slots available but she's worried about incurring costs and invalidating her insurance cover.

Can anyone help with this, what rights does she have, obviously, I understand if she has done something to the phone, there would likely be a cost involved but she assures me she's taken very good care of it, not dropped it, got water in it or anything. Who is responsible for repair, O2 or Apple?

Many Thanks
JB x

Forwandert

O2 are responsible as they provided the phone. However o2 will just send it to Apple anyway so it's basically quicker and easier to go direct to Apple, which is why the usually suggest it. I can't see how it would affect her insurance as O2 told her to go there and the insured product will be the same if the repair or replace.

Looksguywalker

johnsons_baby wrote: »

Evening all,

On behalf of my Mum as she's a bit wary of joining websites and asking for help!

In February, she decided that really after living without a mobile phone until that point, she would like one and she felt she 'needed' one.

I'm on O2 PAYG and so is my Grandad, the 2 people she would call or text most often and she decided she would also go with O2.

She decided she would treat herself and got herself an iPhone 4s on the O2 lease plan at £55 a month which included insurance, not sure what else it included and I have to admit I was :eek::eek::eek: when she told me the cost, but as she pointed out, she works very hard, has a job, doesn't smoke, drink or have satelite TV/cable, she could afford it and why not?

Up until recently, she has been very impressed with her 4S, however, last month, it started seizing up, freezing and it kept resetting itself back to default.

She went to the O2 shop she bought it from and they told her to take it to Apple. The nearest Apple shop to us is 55 miles away, so she asked if O2 could do anything in the interim as she wouldn't be able to get to Apple for a few weeks due to work committments. They said No, so she left the shop and came home.

I told her to try O2 direct, they said they'd send a courier to collect the phone the next day, brilliant, except the courier never arrived. Went back to O2 on the phone, very apologetic, rearranged, same issue. Well, this has happened 4 more times.

She rang O2 again, they again told her to take it to Apple. She rang the Apple shop to ensure that was the correct information and they told her to contact her provider first.

I'm now slightly confused as she is, the phone has not worked properly for 4 weeks, now I understand that my Mum's work committments are not the fault of O2 or Apple, thats not the issue she's concerned about.

She is concerned if she takes it to Apple there will be a cost involved or that her O2 insurance will be invalid. She couldn't get a straight answer on this today from O2, which is frustrating as she has a day off on Monday and the genius bar has slots available but she's worried about incurring costs and invalidating her insurance cover.

Can anyone help with this, what rights does she have, obviously, I understand if she has done something to the phone, there would likely be a cost involved but she assures me she's taken very good care of it, not dropped it, got water in it or anything. Who is responsible for repair, O2 or Apple?

Many Thanks
JB x

From no mobile/need for one to £55/month :eek::eek::eek:

johnsons_baby

Looksguywalker wrote: »

From no mobile/need for one to £55/month :eek::eek::eek:

Tell me about it, I think they saw her coming! But no one forced her to sign for anything and she has been happy enough til now!

Thanks for the advice Forwandert we'll book for Apple on Monday and see what they can do.