iphone5 on 02 contract

lyndac40

Hi looking for a wee bit of advice.

I have an iphone 5 on contract with o2. I cant connect to my 3g, I have had the phone twice to the o2 shop to have a guru to look at it and the problem has not been resolved. The last two days I have been in touch with apple and tried everything to resolve this issue and they have said the there is obviously a problem with the handset and have said I can have an exchange. The options apple have given me to do the exchange are not suitable for me as I would be left without a phone for a few days or have to do a round trip of 108 miles to my nearest apple store. So I asked if I could go to the o2 shop and do an exchange there apple said yes try it. O2 are refusing to do an exchange and say they will only take the phone away and get it repaired, or they said I can make a claim on my insurance for a damaged phone but the phone is not damaged it is faulty, and it is still under warranty.

So my question is what would happen if I called o2 and said I was no longer willing to pay for a faulty phone.

any help or advice would be appreciated.

thank you

Lynda xxx

DUTR

lyndac40 wrote: »

Hi looking for a wee bit of advice.

I have an iphone 5 on contract with o2. I cant connect to my 3g, I have had the phone twice to the o2 shop to have a guru to look at it and the problem has not been resolved. The last two days I have been in touch with apple and tried everything to resolve this issue and they have said the there is obviously a problem with the handset and have said I can have an exchange. The options apple have given me to do the exchange are not suitable for me as I would be left without a phone for a few days or have to do a round trip of 108 miles to my nearest apple store. So I asked if I could go to the o2 shop and do an exchange there apple said yes try it. O2 are refusing to do an exchange and say they will only take the phone away and get it repaired, or they said I can make a claim on my insurance for a damaged phone but the phone is not damaged it is faulty, and it is still under warranty.

So my question is what would happen if I called o2 and said I was no longer willing to pay for a faulty phone.

any help or advice would be appreciated.

thank you

Lynda xxx

You are aware some of your monthly is for airtime though?
You can pay nothing, but not wise as they will more than likely just sell your debt to some recovery company, the the debt recovery will chase you down and you may have difficulty getting credit for a few years.

lyndac40

Hi DUTR,

Yes I am aware of that but I have 2 direct debits set up one for my air time and one for the phone itself. So I am talking about canceling the phone direct debit not the airtime.

Lynda xxx

grumbler

They gave you a loan for the phone and supplied the phone.

Under the SoGA they have to repair or replace it within reasonable time. "A few days" look reasonable to me. You definitely can survive with some other basic phone. So far O2 have not broken their legal obligations.

Under the loan agreement you have to repay the loan back. By cancelling the DD you'll miss a payment first, then will default. All this will be recorded to your credit file(s).

Now you decide what to do.

lyndac40

HI Gumbler,

Ok so I get that best to pay the bill.

The part I don't agree with is if apple are willing to exchange the phone because it is obviously faulty why wont o2. What makes o2 think that they will be able to repair it if apple cant.

Lynda xxx

grumbler

lyndac40 wrote: »

The part I don't agree with is if apple are willing to exchange the phone because it is obviously faulty why wont o2. What makes o2 think that they will be able to repair it if apple cant.

Apple have obligations under their warranty. It's their choice how to fulfill them. Their policy is just to exchange phones with any faults to refurbished ones and then to repair (refurbish) faulty phones.

O2 have obligations under the SoGA. It's their right to repair it if they want. In fact they most likely will send the phone to Apple and will get a refurbished replacement from them.

lyndac40

hi gumbler,

Thanks for that. Yes the guru in the o2 shop did say that they would probably end up not repairing it anyway and just give me a new phone.

lynda xxx

gjchester

Why do you not just send it to Apple?


Yes you will be without the phone a few days but that will be faster than taking it to the O2 shop who will only do the same anyway.


The only different is the o2 shop may have a loan phone but it will be something basic not an iPhone.

SteveHenshaw

I'm sure you can live without a phone for a couple of days. Seems the easiest way to fix it. If you'd have taken that route already it would be fixed, but you're posting on a forum