We’d like to remind Forumites to please avoid political debate on the Forum.
This is to keep it a safe and useful space for MoneySaving discussions. Threads that are – or become – political in nature may be removed in line with the Forum’s rules. Thank you for your understanding.
📨 Have you signed up to the Forum's new Email Digest yet? Get a selection of trending threads sent straight to your inbox daily, weekly or monthly!
PROBLEM WITH o2 PURCHASE - HELP!! :(
gbklaw1
Posts: 5 Forumite
Hi
I would be really grateful for your assistance or guidance on a problem I am having with O2, where I feel that I am being given the run around!
In July 2012 I purchased a brand new Apple Iphone 4s from the O2 store in Cardiff, which cost £ 499.99. A couple of weeks ago, I asked the Apple Store in Cardiff to check my phone over and upon opening it was discovered that the phone was missing a couple of internal parts – screws surrounding the battery cases were absent, a plastic film which I am advised should be removed from the backplate was still in situ, but most importantly the internal serial number was non existent. According to the Apple Store team, this rendered the warranty void. I was horrified and knowing that the phone has never been out of my possession or opened by any other party, I went straight back to the store where I made my original purchase for an explanation.
Whilst the manager at the O2 store was perfectly polite, he said he had never heard of such a thing, was not authorised to deal something like this, and that I would need to write to O2 Customer Complaints. I emailed O2 with full details, proof of purchase and attaching clear photographs of the internal workings of the phone (kindly supplied by Apple) to show the problem.
Since that time I have exchanged emails with O2 where they appear to have confirmed that my phone was supplied brand new, never be used by anyone else etc etc. Most recently they have advised that they have been in contact with Apple direct who has advised that this problem may be as a result of a “manufacturing gap”, and given that the phone is fully functional, the lack of internal parts is not a problem.
I beg to differ, I have repeatedly pointed out to O2 that my contract of sale was with them, and that I either require a full refund or a brand new replacement handset. I politely reminded them that the handset is not cheap and as a high end item should be in perfect order. The handset is not, it is sub-standard, is without warranty and will have no resale or recycle value. The most recent thing O2 have said is that they have asked Apple if they (Apple) would be willing to provide me with a replacement.
Am I missing the point, or being unreasonable? Can O2 avoid their obligation to me to provide me with the item which I thought I had purchased? Why does my remedy appear to have to rely on whether Apple are willing to provide me with a replacement? I was unaware of the defect until now but as soon as it came to my attention I complained immediately. I feel I am being cast in Consumer No Mans Land and not sure what to do next?
Can anyone help?:(
I would be really grateful for your assistance or guidance on a problem I am having with O2, where I feel that I am being given the run around!
In July 2012 I purchased a brand new Apple Iphone 4s from the O2 store in Cardiff, which cost £ 499.99. A couple of weeks ago, I asked the Apple Store in Cardiff to check my phone over and upon opening it was discovered that the phone was missing a couple of internal parts – screws surrounding the battery cases were absent, a plastic film which I am advised should be removed from the backplate was still in situ, but most importantly the internal serial number was non existent. According to the Apple Store team, this rendered the warranty void. I was horrified and knowing that the phone has never been out of my possession or opened by any other party, I went straight back to the store where I made my original purchase for an explanation.
Whilst the manager at the O2 store was perfectly polite, he said he had never heard of such a thing, was not authorised to deal something like this, and that I would need to write to O2 Customer Complaints. I emailed O2 with full details, proof of purchase and attaching clear photographs of the internal workings of the phone (kindly supplied by Apple) to show the problem.
Since that time I have exchanged emails with O2 where they appear to have confirmed that my phone was supplied brand new, never be used by anyone else etc etc. Most recently they have advised that they have been in contact with Apple direct who has advised that this problem may be as a result of a “manufacturing gap”, and given that the phone is fully functional, the lack of internal parts is not a problem.
I beg to differ, I have repeatedly pointed out to O2 that my contract of sale was with them, and that I either require a full refund or a brand new replacement handset. I politely reminded them that the handset is not cheap and as a high end item should be in perfect order. The handset is not, it is sub-standard, is without warranty and will have no resale or recycle value. The most recent thing O2 have said is that they have asked Apple if they (Apple) would be willing to provide me with a replacement.
Am I missing the point, or being unreasonable? Can O2 avoid their obligation to me to provide me with the item which I thought I had purchased? Why does my remedy appear to have to rely on whether Apple are willing to provide me with a replacement? I was unaware of the defect until now but as soon as it came to my attention I complained immediately. I feel I am being cast in Consumer No Mans Land and not sure what to do next?
Can anyone help?:(
0
Comments
-
If apple say its a gap in the manufacturing they should still honour the warranty.
Its not detrimental to the working of the phone, although why you would take it to Apple to 'check it over' is beyond me.
What serials are on the box you got with the phone? these should show your handset it unique - if Apple say they belong to someone else then this will be a point to complain about.
I can't quite see why there's no warranty even when apple acknowledge it could happen this way....is the phone actually broken? Why would Apple open it...?0 -
I am also confused by this, maybe more to this than the op is letting on. Getting it checked for no reason is one thing, but Apple opening for no reason is another.although why you would take it to Apple to 'check it over' is beyond me.
..is the phone actually broken? Why would Apple open it...?
However giving the op the benefit of the doubt, if there is nothing wrong with it and it works as intended then there is no SOGA issue, cross that bridge when and if you come to it.0 -
Just to clarify, I asked for the phone to be checked to see if the water damage sensor had been tripped. I had been concerned that it might have got wet. An external check was inconclusive which is when they offered and I agreed for them to check it internally, and the rest is as I have explained.
Whether the phone is fully functioning now is not the point. Apple told me that if there had been a problem they would have not repaired it because the lack of serial number etc rendered the warranty as void. Equally if I want to sell the phone at the end of my contract or recycle it, who in their right mind would touch it when it is incomplete internally? Giving me the "benefit of the doubt" - if you paid £ 500 for something which transpired to be incomplete, wouldn't,t you want it replaced? Re SOGA - as a substandard piece of equipment, surely it was not sold as described?0 -
The warranty is not "Void" O2 have sold the iPhone with a years warranty (more under the SoGA) and so while you may not get anywhere within a Apple store in future, O2 are responsible for honoring the POS contract.
Honesty, if it was me I'd just keep it as all those points don't matter to me, other people may want a brand new and I can sort of understand that, but in reality I just wouldn't care.
Also, the fact it's been SOOOOO long since purchase, you're not going to get very far with O2 as, as far as they are concerned you could of done anything since summer of 2012 to it. IMO, not worth chasing.0 -
Ok so whats on the box? The IMEI/Serial should be shown on the product label on the outside of the box - that's the next thing to be checking....0
-
-
Especially as we were told earlier...
OP, did the phone get wet or not?I was horrified and knowing that the phone has never been out of my possession...0 -
I'm worried about my iPhone now. It works fine but who knows what's going on internally.
Perhaps everyone should check inside their phone?This is a system account and does not represent a real person. To contact the Forum Team email forumteam@moneysavingexpert.com0 -
They won't replace a fully working phone for you. The missing components aren't really that relevant since it seems all functions are working correctly and the phone conforms to contract. What mechanics inside the phone doesn't really form part of the contract, simply that it does as they said it would.0
-
For anyone that had been interested in my original post, I thought I would let you know the outcome. I have received an email today from O2 apologising for any delay but that Apple have now agreed to replace the handset with a new one. They say that the problems appear to be as a result of a manufacturing issue, and despite what some have said, they feel it is appropriate to replace it. I am to go to my Apple store (on the weekend) to hand over the original handset and collect my new one. In all, I am glad I persisted with the matter, and happy that this has been resolved in a reasonable amount of time.0
Janice 1964-2016
This discussion has been closed.
Confirm your email address to Create Threads and Reply
Categories
- All Categories
- 352.2K Banking & Borrowing
- 253.6K Reduce Debt & Boost Income
- 454.3K Spending & Discounts
- 245.3K Work, Benefits & Business
- 601K Mortgages, Homes & Bills
- 177.5K Life & Family
- 259.1K Travel & Transport
- 1.5M Hobbies & Leisure
- 16K Discuss & Feedback
- 37.7K Read-Only Boards