o2 cooling off period with replacement handset

constantG

Hi,

I'm not sure where I stand here. I bought an LG G3 mobile from o2 and after about a week noticed that the phone would shut-down whilst it was booting up. The handset would not stay on unless I switched it on with the USB cable plugged in. Once it was on I would only then be able to take out the cable and the phone would remain on.

So, within the cooling off period of 14 days, o2 immediately sent a replacement, which was great. However, the new handset is now showing exactly the same problem as the original one.

So, again I contacted o2 but this time, after telling them that I wanted to change my handset to a different one (HTC One (M8)), I was told that I wouldn't be able to do that and I could only get my phone repaired.

I was only in possession of the new handset for 2 days thus putting me outside the cooling off period.

Is this correct? Do I have any legal standing? I do not wish to be without my phone whilst they repair it and, as you can imagine, I do not really want a phone that has clearly got manufacturing issues that make it unfit for purpose i.e. (if it needs to be plugged in, it really isn't a 'mobile' device.

Thanks in advance CW:eek::eek:

ste_wilko

It clearly states in the policy that you signed that if you are out of the 14 days you will get a repair

http://www.o2.co.uk/help/phones-and-devices/our-returns-and-repairs-policy

As you received a replacement handset and that developed a fault after the initial 14 day period it will most likely be recorded as a 'new' instance of the fault and then not be covered by the original 14 day period.

Have you tried speaking with their complaints department? After all, it sounds like there is a fault with the batch of handsets rather than just the original one you had ordered

constantG

I have not contacted the complaints yet because I wanted to get an independent opinion on my situation first.

ste_wilko

Right, I see.

Give them a call first off, as you may not have needed to get a second opinion.

Like I said, the second handset developed a fault out of the 14 days so technically all they have to do is get it repaired. But they may listen to reason and let you swap your handset for a different one with it being the second handset to develop the same fault.

I have personally witnessed an incident where someone wanted to change their SIM only plan and was told that there was no way to do it. They were on the live chat option so they ended the session and started a new one with a different advisor who got it sorted in about 2 mins, and that wasn't even with telling them what the other advisor (and their manager) had said. So if you don't get a decent response from the first contact just give them another try and you might be in luck

constantG

I will try that ste_wilko, you're right normally I do not have any problem with the chat staff at o2, but this one was extremely abrupt with me. So maybe another chat advisor would see my side a little more sympathetically.

Rev

Am afraid there's nothing you can do. Exact same thing happened to a friend with the HTC one X a while back. It was replaced within the 14 day period then the second handset had the exact same fault, sent for repair a sit was day 15, handset returned then developed the fault again a few days later.

At that point O2 agreed to exchange it for a different handset, the advisor said that's their policy three replacement/repairs on the same handset and you can exchange. No use to you right now but if the repaired phone developed a fault again you should be able to ask for a different handset.

constantG

That's good to know that after 3 they will let you change. I'll try the chat again, then if that only gets me a repair, then so be it.

Cheers everyone!

ste_wilko

How did you get on?

constantG

ste_wilko wrote: »

How did you get on?

I've not done anything yet because I'm working and need the phone I'll probably get back on this when I've got a bit of time off. In the meantime I've started a thread on the xda lg g3 forum asking people with this exact problem to post their experiences with the phone