can i change a phone bought online from o2 in a store?

sla_steve · 18-03-2008, 16:02

as the title suggests I want to change my phone! (it really doesnt work very well at all - 3 crashes so far today!)

Ive been told by o2 that i can change it and to send it back and they have given me a returns number. Then I've to call upgrades and arrange a new one cos I want a different phone.

However, can I just go into the store and do it myself then and there rather than wait for a delivery?

Ricardodaforce · 18-03-2008, 16:09

I am sure it would work the same way as with Orange. You buy it online, you can only deal with them - not with Retail.

sla_steve · 18-03-2008, 16:12

Quote:

Originally Posted by Ricardodaforce

I am sure it would work the same way as with Orange. You buy it online, you can only deal with them - not with Retail.

Not sure how true that is _ i have upgraded my o2 online contract in store in previous years. I'm just not sure how their returns work...

Ricardodaforce · 18-03-2008, 16:39

Quote:

Originally Posted by sla_steve

Not sure how true that is _ i have upgraded my o2 online contract in store in previous years. I'm just not sure how their returns work...

Yep, even if you got a phone online with Orange you can do your upgrade in store. But if the phone you got online had a problem with it, the guys in store wouldn't be able to help.

BILLYBOO · 18-03-2008, 19:54

is it a upgrade phone? if so "ive been there" you get 14 days if i remember and you can send it back and change it for another model,think you get to do this 2 times,then the 3rd phone you get your stuck with,but yes it has to be returned and when they know it has they send out yuor new request,this was only for a phone i did not like,but if you think the phone is faulty,im not sure how long about time limit, it might just have to be returned for repair

kexy · 19-03-2008, 11:19

Quote:

Originally Posted by sla_steve

as the title suggests I want to change my phone! (it really doesnt work very well at all - 3 crashes so far today!)

Ive been told by o2 that i can change it and to send it back and they have given me a returns number. Then I've to call upgrades and arrange a new one cos I want a different phone.

However, can I just go into the store and do it myself then and there rather than wait for a delivery?

As long as the store is an o2 store and not franchise then you can return the phone in store. They'll be able to sort it out for you.

interactiv-uk · 19-03-2008, 13:13

If its a faulty handset the store can arrange repair for you but thats as much as they can do. If you simply want to change it for another you need to deal with the channel you bought it from, in your case over the phone. A previous poster mentioned 14 days to change your mind on new handsets - this is only the case with NEW connections and DOES NOT apply to upgrades. Once you have upgraded your handset you are tied to it until the end of the re-sign term - put simply, if you are going to upgrade make sure you do your homework first and ask the store to let you have a play with a live demo so you are sure you are going to be happy with it!

kexy · 19-03-2008, 13:18

Quote:

Originally Posted by interactiv-uk

If its a faulty handset the store can arrange repair for you but thats as much as they can do. If you simply want to change it for another you need to deal with the channel you bought it from, in your case over the phone. A previous poster mentioned 14 days to change your mind on new handsets - this is only the case with NEW connections and DOES NOT apply to upgrades. Once you have upgraded your handset you are tied to it until the end of the re-sign term - put simply, if you are going to upgrade make sure you do your homework first and ask the store to let you have a play with a live demo so you are sure you are going to be happy with it!

That's not true. The OP ordered his phone through online and is thus entitled to a 14 day approval.

sla_steve · 19-03-2008, 13:23

Quote:

Originally Posted by interactiv-uk

If its a faulty handset the store can arrange repair for you but thats as much as they can do. If you simply want to change it for another you need to deal with the channel you bought it from, in your case over the phone. A previous poster mentioned 14 days to change your mind on new handsets - this is only the case with NEW connections and DOES NOT apply to upgrades. Once you have upgraded your handset you are tied to it until the end of the re-sign term - put simply, if you are going to upgrade make sure you do your homework first and ask the store to let you have a play with a live demo so you are sure you are going to be happy with it!

Well heres what happened with me - got an upgrade to a k850i. Didnt like it - phone was buggy, crahsed all the time etc etc.

Phoned about changing it for another - no problem. Thats why I started this thread. However I couldnt decide on what to change it for so I gave them another call last night. They cancelled my contract then and there and asked me to post the phone back whenever I could. I asked if there was anything I had to do or pay for to contract and was told "no there is a 14 day cooling off period on all contracts".

big_hard_lad · 19-03-2008, 13:57

been there myself. I had a phone which started acting up after around a month, phoned o2 online and they told me that I could return it to them and they would send me a refurb model (as it was outside the 14 days) or I would claim on my insurance and get a new phone (obviously paying the 25 quid excess.)

sasker · 19-03-2008, 16:04

100% NO as I have tried to do this on many occasions over a few years and not been able to.

I even tried it when I had an XDA Graphite which I had faulty 3 times and I was basically at my wits end but they still would not do it

_amanda_ · 20-03-2008, 13:59

If you buy online you can not go back to the store for an exchange. Some stores may offer the repair service but that is at the store managers discretion, and all they do there is send it away to the returns address on your behalf (so really its quicker doing it yourself).

Basically, by having an online contract you are signing with one part of the business and hence you are entitled to different tariff benefits etc, one of the 'drawbacks' is that everything has to be done the online way.

Some stores will also let online customers upgrade in store, but again this is at the managers discretion and you may find they will only be able to offer you store contracts.

skymangel · 27-03-2008, 23:29

I always say, if you happy to buy online or over the phone then deal with the team setup to help via the above sales method.

It's unfair for retail staff to get the returns problems of other departments.

Also a 14 day swap doesn't apply if you use a sim card in the phone, because it can't be resold as new.

18-03-2008, 16:02	#1
sla_steve Forum Member Join Date: Jul 2006 Location: Belfast, N.Ireland Posts: 1,457	can i change a phone bought online from o2 in a store? as the title suggests I want to change my phone! (it really doesnt work very well at all - 3 crashes so far today!) Ive been told by o2 that i can change it and to send it back and they have given me a returns number. Then I've to call upgrades and arrange a new one cos I want a different phone. However, can I just go into the store and do it myself then and there rather than wait for a delivery?

18-03-2008, 16:09	#2
Ricardodaforce Inactive Member Join Date: Oct 2005 Location: Alacant Posts: 7,773	I am sure it would work the same way as with Orange. You buy it online, you can only deal with them - not with Retail.

18-03-2008, 16:12	#3
sla_steve Forum Member Join Date: Jul 2006 Location: Belfast, N.Ireland Posts: 1,457	Quote: Originally Posted by Ricardodaforce I am sure it would work the same way as with Orange. You buy it online, you can only deal with them - not with Retail. Not sure how true that is _ i have upgraded my o2 online contract in store in previous years. I'm just not sure how their returns work...

18-03-2008, 16:39	#4
Ricardodaforce Inactive Member Join Date: Oct 2005 Location: Alacant Posts: 7,773	Quote: Originally Posted by sla_steve Not sure how true that is _ i have upgraded my o2 online contract in store in previous years. I'm just not sure how their returns work... Yep, even if you got a phone online with Orange you can do your upgrade in store. But if the phone you got online had a problem with it, the guys in store wouldn't be able to help.

18-03-2008, 19:54	#5
BILLYBOO Forum Member Join Date: Feb 2008 Location: scottyland Posts: 154	is it a upgrade phone? if so "ive been there" you get 14 days if i remember and you can send it back and change it for another model,think you get to do this 2 times,then the 3rd phone you get your stuck with,but yes it has to be returned and when they know it has they send out yuor new request,this was only for a phone i did not like,but if you think the phone is faulty,im not sure how long about time limit, it might just have to be returned for repair

19-03-2008, 11:19	#6
kexy Forum Member Join Date: Feb 2006 Posts: 1,215	Quote: Originally Posted by sla_steve as the title suggests I want to change my phone! (it really doesnt work very well at all - 3 crashes so far today!) Ive been told by o2 that i can change it and to send it back and they have given me a returns number. Then I've to call upgrades and arrange a new one cos I want a different phone. However, can I just go into the store and do it myself then and there rather than wait for a delivery? As long as the store is an o2 store and not franchise then you can return the phone in store. They'll be able to sort it out for you.

19-03-2008, 13:13	#7
interactiv-uk Forum Member Join Date: Jan 2007 Posts: 587	If its a faulty handset the store can arrange repair for you but thats as much as they can do. If you simply want to change it for another you need to deal with the channel you bought it from, in your case over the phone. A previous poster mentioned 14 days to change your mind on new handsets - this is only the case with NEW connections and DOES NOT apply to upgrades. Once you have upgraded your handset you are tied to it until the end of the re-sign term - put simply, if you are going to upgrade make sure you do your homework first and ask the store to let you have a play with a live demo so you are sure you are going to be happy with it!

19-03-2008, 13:18	#8
kexy Forum Member Join Date: Feb 2006 Posts: 1,215	Quote: Originally Posted by interactiv-uk If its a faulty handset the store can arrange repair for you but thats as much as they can do. If you simply want to change it for another you need to deal with the channel you bought it from, in your case over the phone. A previous poster mentioned 14 days to change your mind on new handsets - this is only the case with NEW connections and DOES NOT apply to upgrades. Once you have upgraded your handset you are tied to it until the end of the re-sign term - put simply, if you are going to upgrade make sure you do your homework first and ask the store to let you have a play with a live demo so you are sure you are going to be happy with it! That's not true. The OP ordered his phone through online and is thus entitled to a 14 day approval.

19-03-2008, 13:23	#9
sla_steve Forum Member Join Date: Jul 2006 Location: Belfast, N.Ireland Posts: 1,457	Quote: Originally Posted by interactiv-uk If its a faulty handset the store can arrange repair for you but thats as much as they can do. If you simply want to change it for another you need to deal with the channel you bought it from, in your case over the phone. A previous poster mentioned 14 days to change your mind on new handsets - this is only the case with NEW connections and DOES NOT apply to upgrades. Once you have upgraded your handset you are tied to it until the end of the re-sign term - put simply, if you are going to upgrade make sure you do your homework first and ask the store to let you have a play with a live demo so you are sure you are going to be happy with it! Well heres what happened with me - got an upgrade to a k850i. Didnt like it - phone was buggy, crahsed all the time etc etc. Phoned about changing it for another - no problem. Thats why I started this thread. However I couldnt decide on what to change it for so I gave them another call last night. They cancelled my contract then and there and asked me to post the phone back whenever I could. I asked if there was anything I had to do or pay for to contract and was told "no there is a 14 day cooling off period on all contracts".

19-03-2008, 13:57	#10
big_hard_lad Forum Member Join Date: Aug 2007 Location: Belfast, Northern Ireland Posts: 4,011	been there myself. I had a phone which started acting up after around a month, phoned o2 online and they told me that I could return it to them and they would send me a refurb model (as it was outside the 14 days) or I would claim on my insurance and get a new phone (obviously paying the 25 quid excess.)

19-03-2008, 16:04	#11
sasker Forum Member Join Date: Oct 2006 Posts: 717	100% NO as I have tried to do this on many occasions over a few years and not been able to. I even tried it when I had an XDA Graphite which I had faulty 3 times and I was basically at my wits end but they still would not do it

20-03-2008, 13:59	#12
_amanda_ Forum Member Join Date: Feb 2008 Location: Glasgow Posts: 276	If you buy online you can not go back to the store for an exchange. Some stores may offer the repair service but that is at the store managers discretion, and all they do there is send it away to the returns address on your behalf (so really its quicker doing it yourself). Basically, by having an online contract you are signing with one part of the business and hence you are entitled to different tariff benefits etc, one of the 'drawbacks' is that everything has to be done the online way. Some stores will also let online customers upgrade in store, but again this is at the managers discretion and you may find they will only be able to offer you store contracts.

27-03-2008, 23:29	#13
skymangel Forum Member Join Date: May 2005 Posts: 221	I always say, if you happy to buy online or over the phone then deal with the team setup to help via the above sales method. It's unfair for retail staff to get the returns problems of other departments. Also a 14 day swap doesn't apply if you use a sim card in the phone, because it can't be resold as new.

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can i change a phone bought online from o2 in a store?