Nokia 620 with 02, help please

Lady_Ulster

I have had a Nokia Lumia 620 with 02, bought outright at £150. I use PAYG. Only had it for 7 months and now it's pretty useless as the phone isn't ringing!
Went to the 02 shop this morning. They couldn't fix it. I asked for a refund and they said I could only have a refund after 7 days.
They have made an appointment for me tomorrow at another of their stores to see their 'Guru'!
What way do I stand here please? Am I entitled to a refund?
Thanks all for any suggestions.

nidO

Lady_Ulster wrote: »

Am I entitled to a refund?

No. O2 are in their rights to try to repair the phone for you or replace it if they can't, their policy is that if you give it to them to be fixed and it comes back to you with the same problem or the problem comes back after 30 days, they'll replace the phone with a refurb model either the same or similar to yours.

See:

http://www.o2.co.uk/consumerpolicy

Lady_Ulster

Thanks nid0 for that, but you say they would replace it with a refurb model? That's replacing it with a secondhand phone? I would be expecting it to be replaced with a new phone!

nidO

Unfortunately then your expectations will likely not be met.
It is standard among warranty repairs/replacements for almost anything, particularly electronic devices, that if the item cannot be repaired and a replacement is offered it will be a refurbished replacement.
You have had 7 months' use out of the phone you have, so getting a brand new replacement should not be expected.