Written on: 27/12/2011
Bought a Blackberry 9780 for my son for Christmas. My son particularly wanted this model and not the later model, so purchased this with a contract with 02 at the end of October to ensure he had it for Christmas. He opened the box on Christmas day to discover the trackpad was not working. O2 refused to replace the phone and would only offer a repair. Was constantly told by customer service that this was the 'rule' and after 30 days the phone would need to be sent for repair. They confirmed that they could see from their records that the phone had not been used until Christmas day, but would not offer an exchange as if they broke their 'rules' their rules would be worthless! When I bought the phone, I asked my son to try it (as I do not have a clue how they worked!!) He refused to touch it as he said he was so excited to own one, he didn't want to see it before Christmas day. I now have an extremely disappointed son, without a Christmas present and 02 couldn't care less! Terrible customer service, promised returned calls never happened, constantly told about their rules and given no respect as a loyal customer with three contracts with them. Hope 02 have a really nice Christmas and would like to take this opportunity to thank them for explaining their 'rules' so many times. Hope their kids got they wanted for Christmas looks like my son will need to wait several weeks for his! A brand new phone, never been used (charger still in sealed wrapper!!), needs to be sent for repair, does not seem right to me!
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