New phone return

[Robert7]

I upgraded my phone last week as old one is broken. I received new phone on Friday and it's not work correctly now you's tell be uve to wait probably 2 weeks till it's fixed how is this it's your fault

[MI5 · Accepted solution]

If your phone is faulty within 30 days of purchase O2 will replace it immediately.
If you purchased in store you should go back to the same store.
If purchased online you need to call customer services to arrange a courier doorstep exchange http://www.o2.co.uk/contactus
T&C's here https://www.o2.co.uk/help/phones-sims-and-devices/our-returns-and-repairs-policy

[Anonymous]

@Robert7 This is not o2 you are talking to here. We are all customers like you here. Please follow the advice above & if you are within the cooling off period, they should replace it I assume

[Robert7]

Sorry thought this was 02 staff. The phone was delivered on Friday with faults but 02 are sending out a bag to put phone in I've then to go to post office and send it. They say it can take 5 working days to receive bag then once they receive phone another 5 days before I can phone and ask to send out another one

[Anonymous]

Yes the returns dept have to receive & scan the phone back in before they can issue a replacement 

[MI5]

As I said above, it should be a doorstep exchange for faulty devices withing 30 days.
Call back to customer service to arrange this immediately.

[Robert7]

Will phone and see what they say I no it was a doorstep exchange I got years ago but didn't offer me that this time thanks

[Bambino]

@Robert7 Make sure you have photos of the physical condition of the phone before you send it back. There have been many complaints on this forum concerning O2 repairs. Always best to have proof of what the phone looks like before you send it.