o2 SHEFFIELD MOBILE PHONE

blueyboy_2

I brought a mobile phone back in Sep 2012 and from day one Ive had problems with it.
To cut a long story short they have swoped the sim card twice and taken my phone away twice to be looked at. But the problems havent been fixed they have said they have found problems but they have fixed them.

So a very kind man in store said he would email someone higher in o2 to see if I could get my phone changed. I recieved a phone call from the kind man saying I could change it for a new model but he was waiting to hear back from them to see which one I could have. I was quite suprised but pleased that this very kind man was helping me.
But then I recieved a phone call from him saying a new phone has come in for me ( the same one as I have now ) so i thought thats okay. ( o2 does state mobile phones have to go away 3 times before a replacement is offered ) So I was chuffed to bits.

I then trotted alone to the MEADOWHALL SHEFFIELD STORE only to be greated by a tream member who I could tell didnt want to be at work. Then my stock came they had given me a SECOND HAND REFERB MOBILE. well I neally passed out. I was gob smacked, I refused to swop it as I didnt know how old or what problems it has before.

I then ended up phoning the manager of the store who told me this is o2 policy.

What concerns me is I have been lied to by the very nice man and have no proof as calls arent recorded into a o2 store.

Can anyone tell me if a phone I have had since Sep 2012 has to be changed for a second hand one as I cant find any info on this.

I have but a formal complaint into o2.
I would love someone from 02 to come on and answer my question as well.

Thanks in advance

unholyangel

SoGA only really says that the replacement should be like for like.

Effectively you're not giving them a new phone in exchange for a refurb, you're giving them a 2nd hand broken phone in exchange for a 2nd hand working one.

As much as the phone may be "new" to you, its still 2nd hand.

Nik_Doof

Exactly what is wrong with the handset?

Essentially I can see the main thrust of your argument is the first person you spoke to said you'll receive a "new model" in replacement. It would be unusual for them to give a new handset in replacement, the only time i've really heard that done is if your handset is no longer produced and out of stock.

Also, factory refurbs could be anything from a faulty handset repaired by the manf or one returned within the 14 day cooling off period and never switched on.

mattyprice4004

You gave a 2nd hand phone to them, so you'll get a 2nd hand one back.

Used to work in this department for a large retailer of mobile phones, and it's standard.

We used to have written complaints etc about it, however (rightly so) we insisted they either had their old phone or the refurb replacement.

blueyboy_2

mattyprice4004 wrote: »

You gave a 2nd hand phone to them, so you'll get a 2nd hand one back.

Used to work in this department for a large retailer of mobile phones, and it's standard.

We used to have written complaints etc about it, however (rightly so) we insisted they either had their old phone or the refurb replacement.

No I havent given them a 2nd hand phone Ive still got mine I brought last year, I refuse to give them mine if I am going to get a 2nd hand one in return.

So am I right in saying if its a TV thats faulty and they cant ment it you get a referb/ 2nd tv back?

Anyone from 02 please come forward.

blueyboy_2

Nik_Doof wrote: »

Exactly what is wrong with the handset?

Essentially I can see the main thrust of your argument is the first person you spoke to said you'll receive a "new model" in replacement. It would be unusual for them to give a new handset in replacement, the only time i've really heard that done is if your handset is no longer produced and out of stock.

Also, factory refurbs could be anything from a faulty handset repaired by the manf or one returned within the 14 day cooling off period and never switched on.

Thanks phone cuts out, dont get txs till hours later, missed calls as in people have tried to ring me and it says " we cant connected your call ".

I have another phone that just a basic £19.99 one same brand and have no problem with that.

Techhead_2

blueyboy wrote: »

No I havent given them a 2nd hand phone Ive still got mine I brought last year, I refuse to give them mine if I am going to get a 2nd hand one in return.

So am I right in saying if its a TV thats faulty and they cant ment it you get a referb/ 2nd tv back?

Anyone from 02 please come forward.

You might well get a refurbished model in any exchange of any faulty product or an insurance claim. It's not unusual at all.

blueyboy_2

Had a call today from o2. Lovely lady.
I'm getting a new phone, a more expensive one for free.
So happy, LOL.:j
Thanks o2.