Quick phone return question

Former Member

Hey, I've got a faulty phone (figure it goes in here instead of tech & net because its more a legal / customer service issue), they say send it back and they'll send a new one straight away - should I send it with all it's packaging and all the accessories (I've lost some ) or do I send just the phone, minus simcard and battery (have heard this from another shop before). O2 did not specify.

But I know there are a few of you here who work / have worked for phone companies, so you could help me maybe. I guess it's futile sending the simcard back, because they're just going to return it to me. And the battery isn't usually covered by warranty, so that's 'mine' as well isn't it? *confusing*

They gave me a do-not-reply email as well, so unless I open another support ticket just to ask I'm not sure how to find out!

Former Member

Whenever I had a problem with any electrical, I always got told to return everything - including mannuals and software CDs.

Former Member

Yea, I mean that makes sense, but in a shop once I overheard a customer complaining her replacement phone didn't have her sim card or battery - she'd sent it off and they said that the warranty only covered the phone.

Be cool to have a new phone though I mean tbf the problem was hardware (dead screen), but there is wear and tear and it's nice to have a spanking new one.

Former Member

Did you get the sim card with the phone or was the phone an upgrade?

Former Member

I'd send the phone back as an entire item, with battery and sim card (although copy everything you need off it first).

Former Member

Sofie wrote: »

Did you get the sim card with the phone or was the phone an upgrade?

It was a contract phone...

SM - What about all the accessories? I've lost a fair few of them my stylus snapped the other week lol, I don't want them to think I'm ripping them off and not send me another one.

Former Member

If they said to return the phone, I'd return the phone, simple as that. They can't really complain that way.

Don't expect it back in a hurry, they've taken ages with a couple of my mates.

Former Member

They said they'd post it as soon as they received it quibble free! I'm going to give them a ring tomorrow to check, because I don't like the idea of losing my sim. The email simply says:

We are sorry that you have the need to return your O2 order for repair. Please find below the address to return your handset back to O2. To avoid any complications caused by phones going missing in transit, we do recommend that you use the Recorded Delivery or Special Delivery options provided by Royal Mail.

[address]

Once we receive your faulty handset back at the distribution centre we will dispatch your replacement handset and this will be delivered by Royal Mail the following day. Don?t worry if you are not at home as this will be posted through your letterbox. You will receive an email from O2 confirming that your replacement handset has been dispatched.

So it sounds like they're replacing it with a new one, if so, it would be a bit of a bugger if I lose my sim card etc

Former Member

Ring them up then.

What they did to my friends was send them replacement handsets while they tried to fix their phones.

Former Member

Oh that's gonna be a bit shite. All the hassle with sending one back again etc.

Must try and delete all the porn though :nervous:

Former Member

Keep your sim card do not send that they have no need for it only the faulty item in question. I take it you are posting the faulty handset away rather than go through a branch in town ?

If so it might be possible they will require the whole boxed thing as i had to do yesterday when returning a brand new faulty phone. They needed all the information on the box aswell though i kept the headphones [and sim card] as i'd used them but everything else got changed.

You'd really need to know if, o2 is it ? Want the whole thing boxed up and sent back or if they only require the handset.

Having re read a few of your last statements they use the term " handset " which means the phone only, a like-for-like swap. I'd only send that phone back in this case

Former Member

O2 guy was very friendly, and got through to him after only one 'please selectfrom the following options' screen. Simply, I need to send the phone and the battery but nothing else back. :thumb:

Former Member

edn1 wrote: »

Having re read a few of your last statements they use the term " handset " which means the phone only, a like-for-like swap. I'd only send that phone back in this case

:yes: I thought this too.