O2 contracts

boddy

Just wondered if anyone else had this problem. Grandson got the latest Blackberry on the new Refresh contract yesterday. £40.00 a month. When he got home last night and my daughter looked he realised it was a lot but said they had pushed this phone and contract.

He took it back today under the cooling off period and was told they could change the phone but he had to keep the contract. He said the staff were not very nice. I rang customer services and they said shop were wrong. Grandson rang and they were good and told him to take it back tomorrow and that customer services had put it on his file to cancel. So we will see what happens. I'm just shocked at their attitude. Is it usual to push higher end contracts and phones. There was no reason to be rude to him and tell him there was nothing he could do. Whatever happened to pleasant helpful staff.

Buzby

The contract is legally binding. You do not say what age your grandson is, but if an adult he is capable of making his own decisions and then all bets are off. As for being rude - some staff are, others just react to the way they are treated, so unless you were there at the time and witnessed it, this needs to be let go.

On a general note, the deal is pretty expensive, it allows you to constantly upgrade at a price many find is too expensive, but there is a market for this and they are meeting it. He should have gone in with a witness to discuss the deals, and walk away if things are not to his liking.

Usually, all folk see is the glittering handset, only realising when they get home it was a bad move. This is called 'buyers remorse' and very common.

Herongull

Buzby wrote: »

The contract is legally binding. You do not say what age your grandson is, but if an adult he is capable of making his own decisions and then all bets are off. As for being rude - some staff are, others just react to the way they are treated, so unless you were there at the time and witnessed it, this needs to be let go.

On a general note, the deal is pretty expensive, it allows you to constantly upgrade at a price many find is too expensive, but there is a market for this and they are meeting it. He should have gone in with a witness to discuss the deals, and walk away if things are not to his liking.

Usually, all folk see is the glittering handset, only realising when they get home it was a bad move. This is called 'buyers remorse' and very common.

If a contract has a cooling off period, then this is legally binding. The grandson is just exercising his rights under the contract.

spinningsheep

The key here is WHEN did he get it. With Refresh you can cancel and walk away or change the phone and airtime plan within 7 WORKING days, after this period and up to 14 days of taking it, you can cancel the airtime plan no issue but the phone is yours and you would need to repay the total amount of credit taken for the phone. If the store try to disagree check the T&CS on the agreement it'd all there in black and white.

Cycrow

also some networks dont include the cooling off period if bought in store, so if you bought it in store then you might want to check that.

I dont know if O2 do this

also, not all staff at the shops know what thier doing, and they might not even know about the cooling off period

mije1983

From the O2 website:

What if I change my mind about signing up to a credit agreement?

Within seven working days, you can cancel your O2 Refresh package as part of our change of mind policy. This means you cancel both the Airtime Plan and Phone Plan, get a refund on your upfront phone payment and return the phone to us.
You have 14 days to change your mind about buying the phone with a credit agreement. You can’t return the phone to us after the 7 day change of mind period ends so you'll need to buy it outright. You can still carry on with your Airtime plan.

MisterBrico

Did he either upgrade a sim only deal while still in the 12 month period or pay off his contract on the new early upgrade scheme?

If he did any upgrades done while still in contract you forfeit your 7 day cancellation period but can still change phones, look up fast track upgrades.

I imagine that's what's happened and as I find a fair bit customer service tell you what you want to hear and dump the store staff in it.

albionrovers

I imagine that's what's happened and as I find a fair bit customer service tell you what you want to hear and dump the store staff in it.[/QUOTE]

Agree, totally. The amount of times I've heard instore staff saying "They shouldn't have said that".

londonTiger

albionrovers wrote: »

I imagine that's what's happened and as I find a fair bit customer service tell you what you want to hear and dump the store staff in it.

Agree, totally. The amount of times I've heard instore staff saying "They shouldn't have said that".

I find the opposite is true, customer service staff tend to have intimate knowledge of how the busines runs and exactly what they can and cannot do.

It's the store staff that are untrained.

Also bear in mind, all calls are recorded so customer service staff wont tell fibs, where as store staff aren't monitored so if they have to go out of their way to do something they wont be arsed. I've worked in retail and know this full well, staff has a backlog of tasks to do, customer comes and asked for one item not on shelves and will take staff a while to go back to the store room and pull out. So staff says sorry "we only have whats out on display", or "sorry we dont have that I'm afraid". etc.

I bought something for store collection at screwfix on Friday, website said next day collection (it was next office day). So after checking out and paying I realised collection was for Monday following. So I went to the store friday afternoon and just bought a different item and asked for a refund for the collection item.

but the lousy store staff decided not to do it because she couldn't be bothered and told me to drive down to the store ON MONDAY AGAIN to cancel.

Makes me riled up just thinking about it, should write a letter of complaint to screwfix - I should have the employees name on my receipt.

I was really annoyed I phoned up screwfix customer services and they told me the store employee should be able to do it easily.

It's just that the store employee just couldn't be asked.