Faulty iPad from O2 and Consumer Rights Act 2015 <<<successfully resolved>>>

OIIIIIIIO

Right. It's been 8 working days since I sent my email to "O2 Complaint Review Service". 

Crickets.

I'll forward it to the O2 CEO's office.

ForumUser7

OIIIIIIIO said:

Right. It's been 8 working days since I sent my email to "O2 Complaint Review Service". 

Crickets.

I'll forward it to the O2 CEO's office.

That’s bad they’ve not replied. I had a reply in about 6 working days when I had a problem.

Good next step, then if O2 is part of any dispute resolution service/ombudsman, once the relevant timescale has passed you’ll be able to use this avenue if the CEO’s office don’t help.

Good luck!

OIIIIIIIO

Result!

Tomorrow morning a courier is collecting my faulty iPad and delivering a replacement refurb iPad from O2. For free.

After the initial email complaint, and no reply from O2, I sent them another one 2 days ago. Plus I sent a couple of emails to their CEO, using email addresses that I found online - not sure whether they got through or not.

Anyway, today I received a phone call from O2.

For about 10 minutes we were getting nowhere, going around in circles, following their usual "customer care" script, where I was told a number of times that they "can't uphold my complaint". Very similar to the initial online chat where "computer says no" was their default reply. The lady on the phone kept going back to the argument that the warranty is no longer valid: "manufacturer warranty is only 12 months / you had the opportunity to purchase additional insurance / Apple sell Applecare", etc.  And I just kept repeating that this is not a warranty claim, it is a Consumer Rights Act claim - I just kept referring to the original email. After a few minutes I was once again offered a half price repair. And I rejected it again, and stood my ground, saying that their policies are irrelevant in this particular case and they are simply trying to mislead me and to deny my consumer rights. And then she went through the script again, saying that Consumer Rights Act does not apply here, because after 6 months the onus to prove the item was faulty was on the consumer, no them. So went through "my script" again about them continuously denying my consumer rights, saying that there are no wear and tear parts in an iPad (apart from the battery), therefore it's quite obvious it wasn't manufactured correctly. And then I said that unless they fix or replace it at no cost to me, the next step is legal proceedings as even O2 complaints department is trying to mislead me and to deny my consumer rights. 

Following all that, she then said that "as a gesture of goodwill" O2 will replace the iPad free of charge.

Anyway, thank you so much to everyone that contributed so much to this forum thread. I am very grateful, and I really appreciate all this help.

And the original email drafted by ForumUser7 was just brilliant, I kept referring to it throughout the phone call. Thank you.



PS
Email confirmation from O2:

Hello Mr .........

Thanks for speaking to me today and allowing me the opportunity to resolve your complaint.

I have issued a replacement refurbished device which will be delivered tomorrow as a door step swap.

I’m pleased that we were able to agree on a resolution to your satisfaction. As agreed, I have now closed your complaint as resolved, but please come back to me if you have any further questions about this.

Kind Regards,

...........

Complaint Review Service

ForumUser7

OIIIIIIIO said:

Result!

Tomorrow morning a courier is collecting my faulty iPad and delivering a replacement refurb iPad from O2. For free.

After the initial email complaint, and no reply from O2, I sent them another one 2 days ago. Plus I sent a couple of emails to their CEO, using email addresses that I found online - not sure whether they got through or not.

Anyway, today I received a phone call from O2.

For about 10 minutes we were getting nowhere, going around in circles, following their usual "customer care" script, where I was told a number of times that they "can't uphold my complaint". Very similar to the initial online chat where "computer says no" was their default reply. The lady on the phone kept going back to the argument that the warranty is no longer valid: "manufacturer warranty is only 12 months / you had the opportunity to purchase additional insurance / Apple sell Applecare", etc.  And I just kept repeating that this is not a warranty claim, it is a Consumer Rights Act claim - I just kept referring to the original email. After a few minutes I was once again offered a half price repair. And I rejected it again, and stood my ground, saying that their policies are irrelevant in this particular case and they are simply trying to mislead me and to deny my consumer rights. And then she went through the script again, saying that Consumer Rights Act does not apply here, because after 6 months the onus to prove the item was faulty was on the consumer, no them. So went through "my script" again about them continuously denying my consumer rights, saying that there are no wear and tear parts in an iPad (apart from the battery), therefore it's quite obvious it wasn't manufactured correctly. And then I said that unless they fix or replace it at no cost to me, the next step is legal proceedings as even O2 complaints department is trying to mislead me and to deny my consumer rights. 

Following all that, she then said that "as a gesture of goodwill" O2 will replace the iPad free of charge.

Anyway, thank you so much to everyone that contributed so much to this forum thread. I am very grateful, and I really appreciate all this help.

And the original email drafted by ForumUser7 was just brilliant, I kept referring to it throughout the phone call. Thank you.



PS
Email confirmation from O2:

Hello Mr .........

Thanks for speaking to me today and allowing me the opportunity to resolve your complaint.

I have issued a replacement refurbished device which will be delivered tomorrow as a door step swap.

I’m pleased that we were able to agree on a resolution to your satisfaction. As agreed, I have now closed your complaint as resolved, but please come back to me if you have any further questions about this.

Kind Regards,

...........

Complaint Review Service

More than happy to help. Delighted to hear your fantastic outcome, and thank you so much for updating us. Hopefully your new iPad works well for you

RefluentBeans

Excellent news - glad it worked out! Sometimes pushing and keep on pressing does get the solution! 

Okell

Doinfine said:

Please may I resurrect this thread?...

I don't think there's any benefit to you in doing so.  It gets confusing as people don't know that it isn't a continuation of an existing issue in this thread.  (Even more so as this thread title now says that the issue was resolved - so why resurrect it?)

If I were you I'd delete your post here, start a new thread and if you think your case is similar to this thread, link to it.

That way everybody understands what is happeneing...