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Cellular forums Home > Archive > Cell Phones in Great Britain > April 2007 > O2 Complaints
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| BIGEYE 2007-04-16, 10:33 pm |
| It seems that customer services goes out in the box when you get a contract
phone from O2. My daughters phone has been developing niggling little faults
over the last couple of weeks, until now the phone has died.
She took it back to the O2 shop today, The staff were rude, to the point of
arrogant and quite honestly they couldn't give a shit.
Twenty eight days to repair, no phones available for her to use whilst it is
under repair. The phone is eight months old!
She can't go twenty eight days without a phone, and requires the use of the
phone when travelling to and from work, for peace of mind and security.
My son had problems with O2 before, and they only way I got a quick
resolution to the problem was to email the MD of O2 directly.
I feel that my daughter need to go down this road again, however, I can't
find the email address for the MD of O2. Can anyone advise as to the email
address I should use.
TIA
| |
|
| lauraennis@hotmail.co.uk declared for all the world to hear...
> Twenty eight days to repair
This is an upper estimate, it will almost certainly come back sooner
than that.
> no phones available for her to use whilst it is under repair.
O2 are not obliged to provide one.
> The phone is eight months old!
And? Phones go wrong occasionally.
> She can't go twenty eight days without a phone, and requires the use of the
> phone when travelling to and from work, for peace of mind and security.
If it's that important then get a cheap PAYG as a backup for the
duration of this repair, and then return it on the 14th day. If the
phone is not back by then, purchase another one and return after 14
days. Repeat as necessary!
She would have been offered insurance at the point of sale, which
undoubtedly would have offered some extra benefits which would have
helped her in this scenario. Did she take it? Probably not.
--
Regards
Jon
| |
| David Hearn 2007-04-17, 4:33 am |
| Jon wrote:
> lauraennis@hotmail.co.uk declared for all the world to hear...
>
> This is an upper estimate, it will almost certainly come back sooner
> than that.
>
>
> O2 are not obliged to provide one.
>
>
> And? Phones go wrong occasionally.
>
>
> If it's that important then get a cheap PAYG as a backup for the
> duration of this repair, and then return it on the 14th day. If the
> phone is not back by then, purchase another one and return after 14
> days. Repeat as necessary!
Where can you buy a PAYG phone with a 'use for 14 days and then return'
policy?
D
| |
| tony sayer 2007-04-17, 4:33 am |
| In article < 46243c85$0$10736$db0
fefd9@news.zen.co.uk>, BIGEYE
<lauraennis@hotmail.co.uk> writes
>It seems that customer services goes out in the box when you get a contract
>phone from O2. My daughters phone has been developing niggling little faults
>over the last couple of weeks, until now the phone has died.
>She took it back to the O2 shop today, The staff were rude, to the point of
>arrogant and quite honestly they couldn't give a shit.
>Twenty eight days to repair, no phones available for her to use whilst it is
>under repair. The phone is eight months old!
>She can't go twenty eight days without a phone, and requires the use of the
>phone when travelling to and from work, for peace of mind and security.
>My son had problems with O2 before, and they only way I got a quick
>resolution to the problem was to email the MD of O2 directly.
>I feel that my daughter need to go down this road again, however, I can't
>find the email address for the MD of O2. Can anyone advise as to the email
>address I should use.
>
>TIA
>
>
I know its not much help but.. over time I've had dealings with most all
providers and their all about as bad except oddly enough 3 who have been
rather good!..
If its that important, continuation of service that is, your best bet is
to have a spare PAYG or another mobby around that you can put the SIM
card into while they are sodding around with her's......
--
Tony Sayer
| |
| Sam Nelson 2007-04-17, 7:33 am |
| In article < 46243c85$0$10736$db0
fefd9@news.zen.co.uk>,
"BIGEYE" <lauraennis@hotmail.co.uk> writes:
> It seems that customer services goes out in the box when you get a contract
> phone from O2. My daughters phone has been developing niggling little faults
> over the last couple of weeks, until now the phone has died.
> She took it back to the O2 shop today, The staff were rude, to the point of
> arrogant and quite honestly they couldn't give a shit.
This, I'd have to say, is approximately the level of service I'm getting as
a _prospective_ customer of O2 from my local shop. The staff I've encountered
via the website, however, seem much more competent and useful. I'd quite like
to move to O2 for coverage reasons, but the shop staff are arrogant, thick,
and unhelpful, I'm finding. So I think I'll do the whole deal via the website
and tell them why afterwards.
> Twenty eight days to repair, no phones available for her to use whilst it is
> under repair. The phone is eight months old!
Insured, etc? Not a single spare around to move the SIM to? I haven't even
tried all that hard, and I seem to have a fair collection of unlocked spares
available.
--
SAm.
| |
| Brian A 2007-04-17, 7:33 am |
| On Tue, 17 Apr 2007 08:44:18 +0100, David Hearn
<dave@NOswampieSPAM.org.uk> wrote:
>Jon wrote:
>
>Where can you buy a PAYG phone with a 'use for 14 days and then return'
>policy?
>
>D
Exactly. Most people have a spare phone. If it is not unlocked then
get down to the market and get it done. I managed to get mine wet. I
had to wait a few days for it to dry out. Good that I had a couple of
unlocked phones.
I'm selling an unopened Motorola c139 on Ebay atm. It is cheap and
handy as a spare. It is only sensible to have a back up phone though I
do see there will be disappoiintment when a phone goes faulty -
particularly a new one.
Remove 'no_spam_' from email address.
| |
|
|
"BIGEYE" <lauraennis@hotmail.co.uk> wrote in message
news:46243c85$0$1073
6$db0fefd9@news.zen.co.uk...
> It seems that customer services goes out in the box when you get a
> contract phone from O2. My daughters phone has been developing niggling
> little faults over the last couple of weeks, until now the phone has died.
> She took it back to the O2 shop today, The staff were rude, to the point
> of arrogant and quite honestly they couldn't give a shit.
> Twenty eight days to repair, no phones available for her to use whilst it
> is under repair. The phone is eight months old!
> She can't go twenty eight days without a phone, and requires the use of
> the phone when travelling to and from work, for peace of mind and
> security.
> My son had problems with O2 before, and they only way I got a quick
> resolution to the problem was to email the MD of O2 directly.
> I feel that my daughter need to go down this road again, however, I can't
> find the email address for the MD of O2. Can anyone advise as to the email
> address I should use.
>
> TIA
I'm trying to think of any other product which, if it fails during its
warranty period, you are offered a replacement to be going on with while the
unit is repaired. Nope, can't think of one.
Maybe a car if purchased brand new from a reputable main dealer - they may
offer a loan vehicle while yours is off the road, but you usually have to
pay towards the insurance/excess.
Anything else ?
A PC ? No, they are usually return to base warranties after 8 months, and
you certainly wouldn't get a replacement while it was being repaired. Nor
would your loss of data be covered.
You are right about the attitude of the staff, if they are in a retail or
service environment they should deal with complaints well, take an interest
and be sympathetic. But then there are idiots to be found in lots of shops,
especially where the staff have no vested interest in dealing well with
complaints - after all it is not their business, and they make money on
selling contracts, not dealing with broken phones.
But I think you ask too much to be offered a replacement phone for a month.
I use a little local independent phone shop who do keep spare second hand
phones under the counter and if you build up a good relationship with them
they would lend you one if they had one spare.
The small independents can usually get the same deals as the national
chains, can get the same handsets, and give a much more personal service -
they have to or they don't survive against the big boys. The people who work
in those shops do tend to care more as they are concerned to retain you as a
customer for the future.
That's why I put my company contract (48 handsets to date) through a small
shop in town. If I need bits the chap will even bring them out to the office
for me, same or next day, to save me having to collect them.
It's time we realised that the big multinationals like Tesco, O2 Shops,
Currys etc are not always the cheapest just because they say they are, and
the added value you get in terms of attentive personal service and the staff
'going the extra mile' when dealing with the smaller independent shops, far
outweighs any minor difference in initial price there might be.
Just my opinion.
| |
| Craig Rider 2007-04-17, 3:33 pm |
| X-No-Archive: yes
"BIGEYE" <lauraennis@hotmail.co.uk> wrote in message
news:46243c85$0$1073
6$db0fefd9@news.zen.co.uk...
> It seems that customer services goes out in the box when you get a
> contract phone from O2. My daughters phone has been developing niggling
> little faults over the last couple of weeks, until now the phone has died.
> She took it back to the O2 shop today, The staff were rude, to the point
> of arrogant and quite honestly they couldn't give a shit.
> Twenty eight days to repair, no phones available for her to use whilst it
> is under repair. The phone is eight months old!
> She can't go twenty eight days without a phone, and requires the use of
> the phone when travelling to and from work, for peace of mind and
> security.
> My son had problems with O2 before, and they only way I got a quick
> resolution to the problem was to email the MD of O2 directly.
> I feel that my daughter need to go down this road again, however, I can't
> find the email address for the MD of O2. Can anyone advise as to the email
> address I should use.
>
> TIA
>
I agree with the others that you can't necessarily expect a loan phone but
if you want to feedback about your experiences with the staff it's
firstname.lastname@o2.com. If you do email it'll first be filtered by the
PA('s) who are very nice so be calm and polite please :)
| |
| tony sayer 2007-04-17, 3:33 pm |
| In article < weGdnTnY7pGQjbjbnZ2d
nUVZ8sqjnZ2d@bt.com>, Lofty
<paulloft@btconnect.com> writes
>
>
>"BIGEYE" <lauraennis@hotmail.co.uk> wrote in message
> news:46243c85$0$1073
6$db0fefd9@news.zen.co.uk...
>
>I'm trying to think of any other product which, if it fails during its
>warranty period, you are offered a replacement to be going on with while the
>unit is repaired. Nope, can't think of one.
>Maybe a car if purchased brand new from a reputable main dealer - they may
>offer a loan vehicle while yours is off the road, but you usually have to
>pay towards the insurance/excess.
>
>Anything else ?
>A PC ? No, they are usually return to base warranties after 8 months, and
>you certainly wouldn't get a replacement while it was being repaired. Nor
>would your loss of data be covered.
Ah! yes, but they don't get an ongoing revenue stream from you do
they?....
--
Tony Sayer
| |
|
| dave@NOswampieSPAM.org.uk declared for all the world to hear...
> Jon wrote:
>
> Where can you buy a PAYG phone with a 'use for 14 days and then return'
> policy?
Anywhere?
Most phones come with a 14-day return policy.
--
Regards
Jon
| |
| Lurch 2007-04-17, 10:33 pm |
| On Tue, 17 Apr 2007 21:31:29 +0100, Jon <spam@jonparker.plus.com>
mused:
>dave@NOswampieSPAM.org.uk declared for all the world to hear...
>
>Anywhere?
>
>Most phones come with a 14-day return policy.
Not quite. Orange will do a 14 day money back return policy if you
order over the phone under the distance selling act, but buy it from
the shop and that's it, it's yours.
--
Regards,
Stuart.
| |
| Stephen Wray 2007-04-17, 10:33 pm |
|
"Jon" <spam@jonparker.plus.com> wrote in message
news:MPG. 208e6db84cd56cf498a8
e4@text.usenet.plus.net...
> lauraennis@hotmail.co.uk declared for all the world to hear...
>
> This is an upper estimate, it will almost certainly come back sooner
> than that.
>
>
> O2 are not obliged to provide one.
Rubbish, She's got a contract with o2 to provide her with a service if they
take her phone and don't give her a replacement then they are not providing
the service as sold.
>
> And? Phones go wrong occasionally.
o2 should then be covered by the manufacturer to get it replaced.
>
> If it's that important then get a cheap PAYG as a backup for the
> duration of this repair, and then return it on the 14th day. If the
> phone is not back by then, purchase another one and return after 14
> days. Repeat as necessary!
>
> She would have been offered insurance at the point of sale, which
> undoubtedly would have offered some extra benefits which would have
> helped her in this scenario. Did she take it? Probably not.
Fair enough if she looses it or damages it but not if it goes faulty.
Stephen
| |
| Stephen Wray 2007-04-17, 10:33 pm |
|
"Lofty" <paulloft@btconnect.com> wrote in message
news:weGdnTnY7pGQjbj
bnZ2dnUVZ8sqjnZ2d@bt
.com...
>
>
> "BIGEYE" <lauraennis@hotmail.co.uk> wrote in message
> news:46243c85$0$1073
6$db0fefd9@news.zen.co.uk...
>
> I'm trying to think of any other product which, if it fails during its
> warranty period, you are offered a replacement to be going on with while
> the unit is repaired. Nope, can't think of one.
> Maybe a car if purchased brand new from a reputable main dealer - they may
> offer a loan vehicle while yours is off the road, but you usually have to
> pay towards the insurance/excess.
>
> Anything else ?
> A PC ? No, they are usually return to base warranties after 8 months, and
> you certainly wouldn't get a replacement while it was being repaired. Nor
> would your loss of data be covered.
>
Yes but your examples above are not to provide services but products, big
difference.
If your phone line goes faulty then BT offer free divert to mobile and can
give some costs towards making calls
Stephen
| |
| Lofty 2007-04-17, 10:33 pm |
| "tony sayer" <tony@bancom.co.uk> wrote in message
news:aeQVJLKfHSJGFwo
5@bancom.co.uk...
> In article < weGdnTnY7pGQjbjbnZ2d
nUVZ8sqjnZ2d@bt.com>, Lofty
> <paulloft@btconnect.com> writes
>
> Ah! yes, but they don't get an ongoing revenue stream from you do
> they?....
>
> --
> Tony Sayer
As I understand it, neither does the O2 shop/shop assistant.
They make their commission on the initial contract/sale. From thereon, the
monthly bills get paid to O2 central, not to the shop you walk into to buy
your phone. Their part is played, their commission earned, and they are onto
the next customer.
OK, if the staff were thinking correctly, they would want to help a customer
with a problem, so that customer comes back in 12-18 months time to renew
their contract at the same shop and make them some more commission.
But the staff probably do not think that far ahead. They think about the
commission they could be earning on the customer standing by the display
unit who has come in to take out a new contract, and spending time with a
customer who has a broken phone is stopping them getting to the customer who
is going to make them money.
Who knows, the same staff probably wont still be working in that shop in
12-18 month's time, so why should they care if the customer with a broken
phone comes back to renew or not.
I think you are confusing O2 as a company, with the O2 stores. It's O2 the
company who gets the ongoing revenue stream not the shops or shop staff.
| |
| Lofty 2007-04-17, 10:33 pm |
|
>
> Yes but your examples above are not to provide services but products, big
> difference.
But that's all the O2 shop does - it provides a one off product for a one
off commission. After that, the shop earns nothing from a customer's monthly
payments. The contract is in place, the customer is tied to it and the
commission cannot be reclaimed from the shop/staff.
So to that extent the shop provides a product, then O2 take over and
run/manage the contract.
> If your phone line goes faulty then BT offer free divert to mobile and can
> give some costs towards making calls
Of course they do because they are providing the service. If you went into a
BT shop (do they still exist in the High Street ? They used to but I haven't
seen one for ages) they would not do any of that for you. I bet they would
refer you to the telephone fault reporting people - the customer service
people. They are the ones who have taken over the contract and are providing
the service. It is in THEIR interests to keep you as a customer.
The individual shops (or more accurately the low paid - boosted by
commission) shop staff have no vested interest in keeping customers. They
just want the commission in their pay packet at the end of the month. A
customer with a faulty phone is not going to make them a penny for the time
they spend sorting the problem out.
I'm not saying that is how it should be, just how I have found things are.
That's why I talked about the independent retailer who generally has a much
more vested interest in keeping happy customers.
I wonder what would have happened if the OP had phoned O2 customer telephone
support and kicked up a (polite) stink. He may have had more joy.
Mind you, O2 are structured very strangely, their online stores and High
Street stores seem to be run as seperate entities, and if you buy a contract
in a shop, you have to speak to someone different to if you had bought the
contract online.
> Stephen
>
| |
| tony sayer 2007-04-17, 10:33 pm |
| In article <qI- dnezdJ95v3LjbRVnygAA
@bt.com>, Lofty
<paulloft@btconnect.com> writes
>"tony sayer" <tony@bancom.co.uk> wrote in message
> news:aeQVJLKfHSJGFwo
5@bancom.co.uk...
>
>
>As I understand it, neither does the O2 shop/shop assistant.
>
>They make their commission on the initial contract/sale. From thereon, the
>monthly bills get paid to O2 central, not to the shop you walk into to buy
>your phone. Their part is played, their commission earned, and they are onto
>the next customer.
>
>OK, if the staff were thinking correctly, they would want to help a customer
>with a problem, so that customer comes back in 12-18 months time to renew
>their contract at the same shop and make them some more commission.
Good management will see that that attitude prevails!..
>But the staff probably do not think that far ahead. They think about the
>commission they could be earning on the customer standing by the display
>unit who has come in to take out a new contract, and spending time with a
>customer who has a broken phone is stopping them getting to the customer who
>is going to make them money.
>
>Who knows, the same staff probably wont still be working in that shop in
>12-18 month's time, so why should they care if the customer with a broken
>phone comes back to renew or not.
>
>I think you are confusing O2 as a company, with the O2 stores. It's O2 the
>company who gets the ongoing revenue stream not the shops or shop staff.
>
>
>
Aren't they the same company then and if so who are O2 shops?.
And cannot O2 see that they are their public image?..
..
--
Tony Sayer
| |
| tony sayer 2007-04-17, 10:33 pm |
| In article < XI6dnbuZB8RN3rjbRVny
uwA@bt.com>, Lofty
<paulloft@btconnect.com> writes
>
>
>But that's all the O2 shop does - it provides a one off product for a one
>off commission. After that, the shop earns nothing from a customer's monthly
>payments. The contract is in place, the customer is tied to it and the
>commission cannot be reclaimed from the shop/staff.
>So to that extent the shop provides a product, then O2 take over and
>run/manage the contract.
>
>
>Of course they do because they are providing the service. If you went into a
>BT shop (do they still exist in the High Street ? They used to but I haven't
>seen one for ages) they would not do any of that for you. I bet they would
>refer you to the telephone fault reporting people - the customer service
>people. They are the ones who have taken over the contract and are providing
>the service. It is in THEIR interests to keep you as a customer.
>
>The individual shops (or more accurately the low paid - boosted by
>commission) shop staff have no vested interest in keeping customers. They
>just want the commission in their pay packet at the end of the month. A
>customer with a faulty phone is not going to make them a penny for the time
>they spend sorting the problem out.
No but human nature being what it is they will remember their duff phone
more then they will remember their one that worked OK.
They will remember the shop that sorted out their problem..
Question..
how many times do you remember your car starting OK over say the last
few years?.
And how many times do you remember it when it didn't start or otherwise
let you down?..
The fist will be many times.. The second will, one hopes, be very much
fewer!...
But which one will you remember more?..
>
>I'm not saying that is how it should be, just how I have found things are.
>That's why I talked about the independent retailer who generally has a much
>more vested interest in keeping happy customers.
Indeed:)
>
>I wonder what would have happened if the OP had phoned O2 customer telephone
>support and kicked up a (polite) stink. He may have had more joy.
>
>Mind you, O2 are structured very strangely, their online stores and High
>Street stores seem to be run as seperate entities, and if you buy a contract
>in a shop, you have to speak to someone different to if you had bought the
>contract online.
>
>
>
--
Tony Sayer
| |
|
| > Question..
>
> how many times do you remember your car starting OK over say the last
> few years?.
>
> And how many times do you remember it when it didn't start or otherwise
> let you down?..
>
> The fist will be many times.. The second will, one hopes, be very much
> fewer!...
>
> But which one will you remember more?..
That's probably a bit of an unfair question. I have a 2 year old Freelander
and it has started every morning, first time, for every day of those 2
years, so I don't remember any times when it didn't start ;-)
But that in itself tells a story, as Landrover had a particularly bad image
with early model Freelanders, but have worked hard on them, and the later
models are pretty reliable. Don't know what the new model is like, as I'm
getting something completely different at the end of the month, but I am
sure it is a well built car.
So I agree with you. Shop staff SHOULD care about their customers - minimum
wage or £30k a year, it should not impact the way they do their job.
You are also right that the store Manager should motivate his/her staff to
provide good service, as the Manager is the one who probably will be with
the Company in 12-18 months time when that customer decides whether to go
back to the shop for an upgrade or find another shop.
Unfortunately, in reality, people in large organisations seem to have little
loyalty to the brand and do not think long term.
To an extent, that's to do with the way we select and promote Managers these
days, but that's a whole new topic, and my talk of Freelanders has already
pushed the envelope of what might be considered 'off topic'.
Cheers
Lofty
| |
|
| > Yes but your examples above are not to provide services but products, big
> difference.
>
> If your phone line goes faulty then BT offer free divert to mobile and can
> give some costs towards making calls
>
> Stephen
But if your home handset fails, and BT are still providing a working line,
they won't do anything for you - even if you bought the phone from them and
it was under warranty.
They are still providing the phone line (the service bit), and the hardware
side is dealt with as a separate issue under the various consumer laws, the
terms of the equipment warranty and any extra benefits the company chooses
to offer as goodwill gestures.
(In fact I believe BT diverting calls to a mobile and contributing to calls
is a goodwill gesture, as they are not - under their contract - obliged to
provide you with 24/7 365 days a year phone line. Things break down, and
their contract covers them for that. If you pay for a business line you get
a faster guaranteed fix time and compensation if they fail to meet their
stated times, but for standard residential lines you are actually entitled
to very little. BT make the offer you describe outwith their contract terms,
in order to promote good customer relations and to try and stop customers
walking away in a very competitive market place).
So I don't see the O2 case being much different - the service is still being
provided.
The shop in question did not offer a replacement handset as a goodwill
gesture, but I doubt they are obliged to under the terms of an O2 contract.
The staff's hands were probably tied in that respect. I doubt the shop
carries a stock of 2nd hand phones to loan to customers when theirs are
being repaired. And they are not about to dish out a brand new hand set and
have it come back 'used' in a months time.
And O2 were still providing the SERVICE (a working SIM card and a
functioning line). The fact the customer could not make use of it because
the hardware failed is then related to hardware warranty, not the service
provided by O2.
Therefore my examples are valid - in my opinion, and your example of BT is
different - in your scenario, BT have failed to provide the ongoing service
you are paying for.
This is a hardware issue, not a service failure issue.
Having said all that, it does sound like the staff in the shop could have
been more helpful and sympathetic. But I doubt they had any facility to loan
a phone. How many would they have to keep in a box under the counter ? 3 ?
8? 10? 20?
However many they had, when they have a bad week, there is always going to
be the customer who comes in when the last one has been loaned out and there
are none left.
So I am a bit on their side on the 'no loan phone' issue.
My local independent shop has a few spare phones in a box, but will give
them out to their regular good customers and when they are gone they are
gone.
Lofty
| |
|
| usenet@sjwelectrical
.co.uk declared for all the world to hear...
> Not quite. Orange will do a 14 day money back return policy if you
> order over the phone under the distance selling act, but buy it from
> the shop and that's it, it's yours.
Sorry old fruit, but that is as wrong as you can be.
--
Regards
Jon
| |
|
| stephen_wray@hotmail
.com declared for all the world to hear...
[color=darkred]
> Rubbish, She's got a contract with o2 to provide her with a service if they
> take her phone and don't give her a replacement then they are not providing
> the service as sold.
The contract is to supply airtime to the SIM card. The handset is
entirely separate from the airtime contract.
>
> o2 should then be covered by the manufacturer to get it replaced.
Repaired or replaced. Read the warranty terms. And it's the
manufacturers decision to repair or replace, not yours.
--
Regards
Jon
| |
|
| On Wed, 18 Apr 2007 10:28:11 +0100, Jon <spam@jonparker.plus.com>
mused:
> usenet@sjwelectrical
.co.uk declared for all the world to hear...
>
>Sorry old fruit, but that is as wrong as you can be.
Care to tell me what is correct then. Thge above is exactly what
Orange told me recently.
--
Regards,
Stuart.
| |
|
| usenet@sjwelectrical
.co.uk declared for all the world to hear...
> On Wed, 18 Apr 2007 10:28:11 +0100, Jon <spam@jonparker.plus.com>
> mused:
>
>
> Care to tell me what is correct then. Thge above is exactly what
> Orange told me recently.
You have 14 days to return the phone without having to give a reason.
Credit cannot be refunded but may be transferred to another Orange
phone.
If you upgraded your phone, you will have to re-upgrade to another
phone, you cannot simply reverse your upgrade.
--
Regards
Jon
| |
| Lurch 2007-04-18, 12:33 pm |
| On Wed, 18 Apr 2007 16:18:50 +0100, Jon <spam@jonparker.plus.com>
mused:
> usenet@sjwelectrical
.co.uk declared for all the world to hear...
>
>You have 14 days to return the phone without having to give a reason.
>Credit cannot be refunded but may be transferred to another Orange
>phone.
>
>If you upgraded your phone, you will have to re-upgrade to another
>phone, you cannot simply reverse your upgrade.
Hmm, seems either you or Orange are incorrect then. When I have
upgraded I've asked if I can return the phone and replace it with
another if it turns out it doesn't work properly with the laptop\PDA
or if it's just crap or whatever and Orange told me I could only
return it if I ordered over the phone and that if I upgraded via the
shop I would have to keep it unless it was faulty.
--
Regards,
Stuart.
| |
| Aaron B 2007-04-18, 12:33 pm |
|
"Lurch" < usenet@sjwelectrical
.co.uk> wrote in message
news:3tec235cf63jb06
pdfr8mb51mpluqstj7c@
4ax.com...
> On Wed, 18 Apr 2007 16:18:50 +0100, Jon <spam@jonparker.plus.com>
> mused:
>
>
> Hmm, seems either you or Orange are incorrect then. When I have
> upgraded I've asked if I can return the phone and replace it with
> another if it turns out it doesn't work properly with the laptop\PDA
> or if it's just crap or whatever and Orange told me I could only
> return it if I ordered over the phone and that if I upgraded via the
> shop I would have to keep it unless it was faulty.
Buy it mail order then you can return it under the Distance Selling Regs
within 7 working days of delivery for no reason. All you have to do is pay
the return, but not their, postage.
| |
| Dave Mayall 2007-04-18, 12:33 pm |
|
"Jon" <spam@jonparker.plus.com> wrote in message
news:MPG. 208e6db84cd56cf498a8
e4@text.usenet.plus.net...
> lauraennis@hotmail.co.uk declared for all the world to hear...
>
> This is an upper estimate, it will almost certainly come back sooner
> than that.
>
>
> O2 are not obliged to provide one.
They are obliged under SOGA to replace if a repair cannot be achieved
without undue inconvenience to the purchaser.
| |
| Dave Mayall 2007-04-18, 12:33 pm |
|
"Jon" <spam@jonparker.plus.com> wrote in message
news:MPG. 209047378e48bb2798a8
f4@text.usenet.plus.net...
> usenet@sjwelectrical
.co.uk declared for all the world to hear...
>
> You have 14 days to return the phone without having to give a reason.
> Credit cannot be refunded but may be transferred to another Orange
> phone.
>
> If you upgraded your phone, you will have to re-upgrade to another
> phone, you cannot simply reverse your upgrade.
Not true.
| |
| Dave Mayall 2007-04-18, 12:33 pm |
| "Jon" <spam@jonparker.plus.com> wrote in message
news:MPG. 208ff5573607ee6a98a8
f1@text.usenet.plus.net...
>
> Repaired or replaced. Read the warranty terms. And it's the
> manufacturers decision to repair or replace, not yours.
Warranty terms cannot remove SOGA rights.
| |
| Lurch 2007-04-18, 12:33 pm |
| On Wed, 18 Apr 2007 16:59:08 +0100, "Aaron B" <AB@nospam.net> mused:
>Buy it mail order then you can return it under the Distance Selling Regs
>within 7 working days of delivery for no reason. All you have to do is pay
>the return, but not their, postage.
>
That is what I just said. Did you not read the thread?
--
Regards,
Stuart.
| |
| Lurch 2007-04-18, 12:33 pm |
| On Wed, 18 Apr 2007 17:11:28 +0100, "Aaron B" <AB@nospam.net> mused:
>
>"Lurch" < usenet@sjwelectrical
.co.uk> wrote in message
> news:jggc239jmjhk64d
oodnmv87tult9sp8c6k@
4ax.com...
[color=darkred]
>You never said within 7 days. Jon said 14 days, which might be a policy of
>Orange but you don't have the right by law after 7 days.
>
Right, that makes even less sense now. 7 is less than 14 days so I'm
not sure where the problem is, I've already said that returning it
under the distance selling act isn't a problem, and AFAIAA, neither
has Jon.
--
Regards,
Stuart.
| |
|
| usenet@sjwelectrical
.co.uk declared for all the world to hear...
> Hmm, seems either you or Orange are incorrect then. When I have
> upgraded I've asked if I can return the phone and replace it with
> another if it turns out it doesn't work properly with the laptop\PDA
> or if it's just crap or whatever and Orange told me I could only
> return it if I ordered over the phone and that if I upgraded via the
> shop I would have to keep it unless it was faulty.
That is true for pay monthly upgrades, the context of my post was
relating to PAYG upgrades.
--
Regards
Jon
| |
| clavox@btinternet.com 2007-04-18, 12:33 pm |
| On Wed, 18 Apr 2007 17:11:28 +0100, "Aaron B" <AB@nospam.net> wrote:
>
>"Lurch" < usenet@sjwelectrical
.co.uk> wrote in message
> news:jggc239jmjhk64d
oodnmv87tult9sp8c6k@
4ax.com...
>You never said within 7 days. Jon said 14 days, which might be a policy of
>Orange but you don't have the right by law after 7 days.
>
T-Mobile say you need to call customer service within 7 WORKING days
if you want to return the phone just trying to make my mind up at the
moment fifteen pounds a month plus £ 34 of free calls seems a little
tight when 3 are offering 350 anytime minutes for the same pr month.
Anyone know anything detrimental about 3 ? .
| |
|
|
Find us at www.altairbooks.com - Over 9000 books in stock. Fully Searchable.
Secure online ordering.
"Dave Mayall" <dave@research-group.co.uk> wrote in message
news:58mu0eF2flo8bU1
@mid.individual.net...
>
> "Jon" <spam@jonparker.plus.com> wrote in message
> news:MPG. 208e6db84cd56cf498a8
e4@text.usenet.plus.net...
>
> They are obliged under SOGA to replace if a repair cannot be achieved
> without undue inconvenience to the purchaser.
Sorry but that's not correct. You cannot just take parts of law out of the
context in which they are written.
The part of the Act you quote above is from section 48B which ONLY applies
if the conditions of section 48A are met, and those conditions state that
the goods must "not conform to the contract of sale at the time of
delivery". (Sn 48A 1b)
Clearly in this case the goods DID conform at the time of delivery - the
phone worked for 8 months, so section 48B cannot be applied as you suggest.
In fact your quote comes from the Sale and Supply of Goods to Consumers
Regulations 2002 which enhance the SOGA 1979
You can make claims under other parts of the Act, which state that If you
discover a fault in the first few months you are entitled to "reject the
goods and demand a refund from the retailer. After that period, you can ask
for a range of remedies including repair, replacement and a refund of part
of the price".
In the first six months, you do not have to prove the goods were faulty when
they were supplied, as this will be presumed by a court.
However, after 6 months, to make a claim under the Act, you DO have to prove
that the goods were faulty WHEN THEY WERE SUPPLIED..
I think that might be rather tricky when a mobile phone has been subjected
to daily use for an 8 month period before it failed.
So the only remedy left after 8 months is via the manufacturer's warranty
(which is voluntary and is in addition to your rights under the SOGA and
SSoGCR 2002), and I reckon a manufacturer's offer of a free of charge
repair, taking 28 days, without temporary replacement, would be deemed
'reasonable' by any court when an item has been used for 8 months as this is
beyond what the law requires.
Lofty
| |
|
| Your right O2 are shocking for customer service.
A couple of years ago I tested all the phone networks to see which
were the best customer service wise before I signed to a new contract
and got a new phone.
I tested them all by sending an email to all of them asking a bunch of
questions etc.
Vodafone came out on top by a long shot for me. They replied within 24
hours and it was a very thorough reply written in plain english that I
could understand. If I remember correctly Virgin were also pretty
good Customer Service wise as well as Fresh.
The rest were lagging behind. The response I got from O2 was actually
pretty quick and full of information so I had to score them highly for
my experience back then, however what they put in the response was not
too coherent and understandable if I remember rightly I didn't have a
clue what they were going on about. It was like they were answering a
different question to the one I asked, and I just didn't understand
the english in their response whatsoever.
I know of quite a lot of friends who have had very bad experience with
O2 and T-Mobile. I have only heard the odd bad experience with
Vodafone, but overwhelmingly good opinions of them. If you check back
through the posts made to this group you'll see it is littered with
posts from people seriously criticising O2.
I've been with Voda for about 16 months now of an 18 month contract.
Was previously with T-Mobile. I'm extremely happy with them it has
been plain sailing. I think I have only ever had to contact them twice
since I signed up with them. I sent them an email to which they
replied within hours. And another time I called them, got through to
someone straight away and he was extremely helpful.
Vodafone might not be the cheapest but I don't mind paying more as far
as they are concerned. The service is top notch imho, I don't think
I'll ever change from them now though it did take me a while to sign
up with them, I refused to do it until they ceased sponsoring Man Utd.
I think that O2 still probably are the second best behind Vodafone,
however Voda are way out in front of everyone else, so being second
best as a mobile network provider isn't anything to celebrate.
I believe I may have posted the results of my test in this group about
one and a half years ago towards the end of 2005.
Cheers
John
| |
| tony sayer 2007-04-18, 10:33 pm |
| >Vodafone might not be the cheapest but I don't mind paying more as far
>as they are concerned. The service is top notch imho, I don't think
>I'll ever change from them now though it did take me a while to sign
>up with them, I refused to do it until they ceased sponsoring Man Utd.
>I think that O2 still probably are the second best behind Vodafone,
>however Voda are way out in front of everyone else, so being second
>best as a mobile network provider isn't anything to celebrate.
>
>I believe I may have posted the results of my test in this group about
>one and a half years ago towards the end of 2005.
Try doing it again.. Voda have their moments;!.....
>
>Cheers
>
>John
>
>
--
Tony Sayer
| |
| NoNeedToKnow 2007-04-22, 7:33 am |
| On 17 Apr 2007, "BIGEYE" <lauraennis@hotmail.co.uk> wrote:
>It seems that customer services goes out in the box when you get a
>contract phone from O2. ...
While potentially of interest to u.t.mobile readers, I'm not sure what
the need to cross-post it was. Years ago, PGS complained that there
would be a lot of cross-posting when he was against the setting up of
u.t.mobile Fortunately it doesn't happen that often - there's usually
a clear distinction between what is and isn't needed in uk.telecom
| |
| Mark Evans 2007-04-27, 7:33 am |
| Lofty <paulloft@btconnect.com> wrote:
[color=darkred]
> But that's all the O2 shop does - it provides a one off product for a one
> off commission. After that, the shop earns nothing from a customer's monthly
> payments. The contract is in place, the customer is tied to it and the
> commission cannot be reclaimed from the shop/staff.
> So to that extent the shop provides a product, then O2 take over and
> run/manage the contract.
Since the customer bought the phone from the shop any SoGA claims they
have are between them and the shop, AFAIK.
--
Mark Evans
St. Peter's CofE Aided School
Phone: +44 1392 204764 X109
Fax: +44 1392 204763
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