Advice on replacement

yeslek

I have the flip z 3 with o2 and it's developed a dead pixel(or two ad it's VERY noticeable and off putting) on the 29th day after receipt, so just before cut off.
It's right in the middle of the screen and was not caused by me(wasn't there when I went to sleep and noticed ot when I took it of charge and turned it on maybe 10hrs later when I turned it on.) Or by being dropped or anything dropped ON it.

Now the battery and signal have been sketchy where my old Samsung phone, on tesco and o2 during its time, did not have these issues.

O2 eventually agreed to replace, but only for a referbished handset.
The issues were all found and reported within 30 days so am not happy with that especially as the new phone may have more dead pixels.

What are my rights? 
I cant ask for refund as its a contract phone which besides these issues, is amazing.

Thanks in advance 

flaneurs_lobster

So apart from the knackered screen, the dodgy battery, the lousy reception and the thousand quid price you think the phone is amazing? 

Don't think that the fact that this phone was bought on a finance deal has any bearing on whether a phone can be returned  if it is not fit for purpose. How long have you had it? 

Cisco001

https://www.which.co.uk/consumer-rights/advice/what-do-i-do-if-i-have-a-faulty-product-aTTEK2g0YuEy

You monthly charge is comprise of a device plan and airtime plan.

Two things independent. I checked O2 website, it is likely most people will commit to 24 months or airtime plan + a devices plan on what ever months they want.

They shouldn't force you to take up refurb phone. 

You probably can ask a refund of the cost contribute to the device plan, but you will be stuck with expensive air time plan for 24 months.

yeslek

flaneurs_lobster said:

So apart from the knackered screen, the dodgy battery, the lousy reception and the thousand quid price you think the phone is amazing? 

Don't think that the fact that this phone was bought on a finance deal has any bearing on whether a phone can be returned  if it is not fit for purpose. How long have you had it? 

Seeing as it does all my prior phone did, only faster AND fits in my pocket, yes, it's great.
Take away the faults and the features ARE amazing.

I had it 29 days when the pixel issue occurred.
So just inside the 30 days.
 It's been another two weeks since I've been trying to sort it with o2, so 6 weeks total?

yeslek

Cisco001 said:

https://www.which.co.uk/consumer-rights/advice/what-do-i-do-if-i-have-a-faulty-product-aTTEK2g0YuEy

You monthly charge is comprise of a device plan and airtime plan.

Two things independent. I checked O2 website, it is likely most people will commit to 24 months or airtime plan + a devices plan on what ever months they want.

They shouldn't force you to take up refurb phone. 

You probably can ask a refund of the cost contribute to the device plan, but you will be stuck with expensive air time plan for 24 months.

Thanks, but that link was oddly my first port of call. Doesn't clarify new or referb replacement sadly.

They only offered the referb so far, not forced it or stated it as my only option.
Think the air time is £15 with the device cost being £17 - problem is I'd have to return the handset and I don't have another to use anymore.
It was purchased via heavy discount so I think they are pushing referb due to that.
I just wanted a straight handset swap but for another new one as chances of two getting dead pixels out the blue are slim. 
If I'd had dropped it and then this happened, fair enough as that's on me, but I've been super careful always having it in my sight, pocket or table for charging 

I just wanted to check i was within my right to request a new replacement as fault occurring so soon when it's supposed to last 3 years isn't a good sign.

flaneurs_lobster

Given that the phone is only 6 weeks from purchase I think you should have every expectation of having it replaced with a new unit. However since you are over the 30 day return limit you will have to return the phone to O2 for repair. Given the value of the thing I'd try to return it in person at a shop if I could rather than sending it in

Sorry about the amazing phone dig. I think it's a brilliant bit of kit and would buy one now if I could afford it. It's one hell of a premium just to fold it in half though. I'll wait a year or so until the price falls (and make sure there are no more reports of dead pixels).

yeslek

I reported it to them the day I found out which was within the 30 day period.

Yeah it's great and if it wasn't for the heavy discount Contract I wouldn't have got one myself.
The fold just means it fits in a pocket that won't have me sitting on it ie the rear pockets.

I cant find out anything regarding dead pixels but I know the battery will never be as good as my old phone, however it should be better than it is.

matelodave

Invoke the Consumer Rights Act 2015.

Consumer Rights Act 2015 - Which?

yeslek

I am, but they are sticking to referb