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Hj,

 

I work for o2 and i was dealing with a customer who is on a simplicity contract since 06/2012. By error we agreed to replace her handset and after three weeks called back to report a fault and get another replacement.

 

I identified that the customer was not eligible for the exchange because her old handset before the exchange in 06/2012 was already out of warranty. On the 30 day simplicity contracts handsets are not included.

 

Is it correct to state that O2 is under no obligation to offer any free repair since there was an error and we have allowed the customer to benefit by having the exchange.

 

Please can you clarify what rights does a customer have under the above circumstances

 

 

Kind Regards

Edited by honeybee13
Sooks Kids Clothing is a business.

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forget the warranty that is in ADDITION to the customers rights under SOGA

 

suggest you read up on soga

 

dx


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Just read it there's nothing clear about the above? Is there any references made for the above example

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under soga you are obliged to carry out an inspection at your own expense

and repair or replace or refund the customer [whichever you think fit under your company policy]

 

dx


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Why at their expense? The phone is over 6 months old, isn't it down to the customer to prove a manufacturing defect after 6 months at their cost?

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By error we agreed to replace her handset and after three weeks called back to report a fault and get another replacement.

 

dx


PLEASE DONT HIT QUOTE IF THE LAST POST IS THE ONE YOU ARE REPLYING TOO.

MAKES A THREAD TWICE AS LONG TO SCROLL THROUGH!

please do not post jpg images directly to a topic..USE PDF ....READ UPLOAD.

 

WE CAN'T GIVE ADVICE BY PM - IF YOU SEND ME A LINK TO YOUR THREAD - I WILL BE HAPPY TO OFFER HELP THERE

Single Premium PPI Q&A Read Here

Reclaim mis-sold PPI Read Here

Reclaim Bank Account, Loan & Credit Card Charges Read Here

The CAG Interest Tutorial Read Here

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but before the call her old handset was already out of warranty. Even though she recieved a free replacement in error and outside the warranty period it does not make sense why the provider should still provide cover.

 

Under the SOGA her warranty would have expired.

 

Isnt it down to the customer now to arrange a chargeable repair either through the provider or reputable repairer?

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basically just because the customer has profited from an error even though they are not eligible, o2 is still obliged to provide a free service?

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Under the SOGA her warranty would have expired.

 

 

there is NO LINK WHATSOEVER betweeen SOGA and any warranties

 

no warranty is worth the paper it is written on

 

SOGA is part of your STATUTORY RIGHTS IN LAW

 

dx

 

 

dx


PLEASE DONT HIT QUOTE IF THE LAST POST IS THE ONE YOU ARE REPLYING TOO.

MAKES A THREAD TWICE AS LONG TO SCROLL THROUGH!

please do not post jpg images directly to a topic..USE PDF ....READ UPLOAD.

 

WE CAN'T GIVE ADVICE BY PM - IF YOU SEND ME A LINK TO YOUR THREAD - I WILL BE HAPPY TO OFFER HELP THERE

Single Premium PPI Q&A Read Here

Reclaim mis-sold PPI Read Here

Reclaim Bank Account, Loan & Credit Card Charges Read Here

The CAG Interest Tutorial Read Here

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basically just because the customer has profited from an error even though they are not eligible, o2 is still obliged to provide a free service?

 

regardless as to how the customer got the phone from you

free gift, part payment, exchanged.

 

you are still , under SOGA, obliged to repair, replace or refund.

 

dx


PLEASE DONT HIT QUOTE IF THE LAST POST IS THE ONE YOU ARE REPLYING TOO.

MAKES A THREAD TWICE AS LONG TO SCROLL THROUGH!

please do not post jpg images directly to a topic..USE PDF ....READ UPLOAD.

 

WE CAN'T GIVE ADVICE BY PM - IF YOU SEND ME A LINK TO YOUR THREAD - I WILL BE HAPPY TO OFFER HELP THERE

Single Premium PPI Q&A Read Here

Reclaim mis-sold PPI Read Here

Reclaim Bank Account, Loan & Credit Card Charges Read Here

The CAG Interest Tutorial Read Here

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thanks so under the soga how long will the warranty will be applicable to this customer

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as i've said already

 

there is no link between warranty and SOGA

 

they are two SEPARATE things.

 

under soga 'a product should be free from faults for a resonable period'

 

they specifically do not give any definitive time frames

as all products are diff

 

if you look on that soga site i posted

 

there is a company guide you can read.

 

dx


PLEASE DONT HIT QUOTE IF THE LAST POST IS THE ONE YOU ARE REPLYING TOO.

MAKES A THREAD TWICE AS LONG TO SCROLL THROUGH!

please do not post jpg images directly to a topic..USE PDF ....READ UPLOAD.

 

WE CAN'T GIVE ADVICE BY PM - IF YOU SEND ME A LINK TO YOUR THREAD - I WILL BE HAPPY TO OFFER HELP THERE

Single Premium PPI Q&A Read Here

Reclaim mis-sold PPI Read Here

Reclaim Bank Account, Loan & Credit Card Charges Read Here

The CAG Interest Tutorial Read Here

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Sorry dx I couldn't find the link for that soga site

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no my fault seems the sigs are playing up here

 

try this

 

http://www.oft.gov.uk/business-advice/treating-customers-fairly/sogahome/forcustomers

 

dx


PLEASE DONT HIT QUOTE IF THE LAST POST IS THE ONE YOU ARE REPLYING TOO.

MAKES A THREAD TWICE AS LONG TO SCROLL THROUGH!

please do not post jpg images directly to a topic..USE PDF ....READ UPLOAD.

 

WE CAN'T GIVE ADVICE BY PM - IF YOU SEND ME A LINK TO YOUR THREAD - I WILL BE HAPPY TO OFFER HELP THERE

Single Premium PPI Q&A Read Here

Reclaim mis-sold PPI Read Here

Reclaim Bank Account, Loan & Credit Card Charges Read Here

The CAG Interest Tutorial Read Here

spreadsheets 

 

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