O2 upgrade five day double phone fiasco

nomadonkey

Upgraded to a new iphone which resulted in a six day ordeal, involving waiting at home, numerous calls, and finally a visit to a O2 shop. Eventually, I ended up with two iphones and I'm seeking compensation and information about my rights. The events are as follows:

iPhone ordered online (Sunday 14th December) for confirmed next day delivery.

Monday delivery text confirmation arrived, waited in 12 hours, phone didn't arrive.

Tuesday text arrived confirming delivery for that day. Waited in till 7pm, then contacted O2, who chased up courier company who promised it will arrive by 9pm. Phone didn't arrive

Wednesday morning phoned O2, who offered to investigate. They called back 11am to say delivery company has now declared phone lost in post. O2 offered to send out a new phone next day.

Thursday new phone arrived. But missing SIM card so phone unusable. Contacted O2, who apologised and instructed me to go to the nearest O2 store.

Friday (19th December) went to the O2 store where SIM card was obtained.

All of this meant taking time off work, juggling & cancelling existing (Christmas) arrangements, and the frustrations off waiting in for a present which wouldn't arrive.
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No compensation offered by O2, however, they did apologise.

Then on the 31st December the original phone, declared lost arrived. I rang O2 requesting they collect their phone. They refused and offered to send me prepaid jiffy bag, stipulating that it must be posted via a post office with proof of posting obtained indicating that they consider the safe return of the phone my responsibility.

Eventually they offered just £20 in compensation, thus I'm no longer keen to go out of my way to send the phone back.

Therefore does the second phone fall under the category of unsolicited goods requiring them to retrieve the phone from me within 30 days? And, if they fail to retrieve it are they allowed to charge me for this item. It's value is £400.

I'd be grateful for any advice.

Thank you.

wealdroam

nomadonkey wrote: »

...does the second phone fall under the category of unsolicited goods requiring them to retrieve the phone from me within 30 days?

No, it certainly does not.

They actually have up to six years to pursue you for the phone or it's value.
You also have a responsibility to take good care of it while it is in your possession.

visidigi

and whilst you shouldnt go out of your way to facilitate the collection you also should not make it difficult to do so.

Going to a post office and obtaining a POP wouldnt be considered an excessive request from them - after all if they arrange a courier you are going to have to sit in all day for them anyway...

A case of the least worse option.

Zandoni

visidigi wrote: »

Going to a post office and obtaining a POP wouldnt be considered an excessive request from them - after all if they arrange a courier you are going to have to sit in all day for them anyway...

A case of the least worse option.

I feel expecting the OP to go to the post office is an excessive request.


If the OP wants a courier collection that's what they should do.

Money-Saving-King

Zandoni wrote: »

I feel expecting the OP to go to the post office is an excessive request.


If the OP wants a courier collection that's what they should do.

But it's easier than a courier collection. A courier collection means sitting in at home waiting even if you can get it narrowed down to AM/PM (highly unlikely). I'd much rather drive and drop something off somewhere when I feel like it and when it's convenient to me. Even if you don't drive this is the much easier option.

I've had a few incorrect items ordered online in the last few months. Obviously they have to go back at no significant inconvenience to myself, me dropping it off somewhere has always been my preference because it's so much easier.

I just don't relate to your post at all Zandoni (having been in the situation a few times recently as I've explained). It's as if you're encouraging people to take the least easy route just to be awkward to the seller.

ConsumerGuy0016

Money-Saving-King wrote: »

It's as if you're encouraging people to take the least easy route just to be awkward to the seller.

The irony is lost on you, quite obviously.

O2 have been nothing but awkward in dealing with this customer. It may well be that going to the post office is out of her way - it's perfectly acceptable therefore for her to request a courier collection as it was not her mistake that led to two phones being sent.

Money-Saving-King

ConsumerGuy0016 wrote: »

The irony is lost on you, quite obviously.

it's perfectly acceptable therefore for her to request a courier collection as it was not her mistake that led to two phones being sent.

Which means sitting at home for ages waiting. I know exactly which option I'd prefer!

I'm not quite sure what you're implying about irony, I just have tonnes of common sense which so far has faired me well in life. And not involved me having to spend hours waiting for a courier for someone else's mistake, more fool them who think that is the best option! If drop off isn't possible within 1/4 of a mile of me driving where I'd drive anyway then I request I can leave the item in my shed to be picked up without being signed for. So far I've always had better options where I've had proof the item has been gone therefore no longer a problem in my mind which the unsigned for option doesn't provide.

Zandoni

Money-Saving-King wrote: »

I just don't relate to your post at all Zandoni (having been in the situation a few times recently as I've explained). It's as if you're encouraging people to take the least easy route just to be awkward to the seller.

It doesn't matter if you relate to my post, it was meant for the OP. The seller should take the easiest route to inconvenience the buyer as little as possible. I have just had a double order from Amazon, they are willing to pick up from anywhere I like.


Personally I would get them to pick it up from me at work. The Post Office can take a great chunk out of your life.

visidigi

Zandoni wrote: »

I feel expecting the OP to go to the post office is an excessive request.


If the OP wants a courier collection that's what they should do.

I feel you constantly saying the way you live is the easiest in the world very tiresome.

Just because you can get a collection from work, many can't. Just because someone at work is there all day paid by your employer to facilitate the pickup is just lovely for you. Well Done.

But.

That's a benefit you have, if you don't have that benefit, then in the non-Zandoni world of personal opinion the options are wait in all day for a courier to turn up or go to the post office and drop it off.

Asking someone to go to a post office is not excessive, if the item is prepaid and all they have to do is drop it off.

Excessive would be asking the OP to pay the postage and claim it back later.

visidigi

ConsumerGuy0016 wrote: »

The irony is lost on you, quite obviously.

O2 have been nothing but awkward in dealing with this customer. It may well be that going to the post office is out of her way - it's perfectly acceptable therefore for her to request a courier collection as it was not her mistake that led to two phones being sent.

The bit you failed to note was the OP only saying they weren't willing to go out of their way to help because the compensation was only £20.

So in other words, the OP only sees this as inconvenient because they didn't get enough money out of it, if they had then they would be willing to try harder.

Different ways of returning it are easier than others, but given the OP has made a point of having to miss work due to these errors I merely pointed out whilst on the surface the post office is inconvenient the alternative is to wait in all day to have a courier turn up.

It was a heads up, not an instruction.

ConsumerGuy0016

visidigi wrote: »

So in other words, the OP only sees this as inconvenient because they didn't get enough money out of it, if they had then they would be willing to try harder.

And the bit you failed to note in my post was the bit where I said "it was not her mistake that led to two phones being sent"

The OP was honest enough to report that the initial phone had arrived, she went out of her way once to inform O2.

The OP is feels that she is entitled to a level of compensation above £20. She feels that the level of utility obtained from spending that £20 compensation to be less than the disutility suffered by O2/the couriers incompetence. To prevent herself from suffering further disutility at the hands of the retailer, she has proposed a solution in which O2 can have their phone back, but on her terms.

I deem that fair.