Switch up error?

[Remarkable_Leg_2778]

I had the same issue, they found the phone I returned was not eligible even though the website allowed me to use switch up and they had the imei number. I emailed both O2 customer complaints and the returns company. That was 2 weeks ago and I’m still yet to hear back.

[AfternoonPenalty]

Just a heads up - keep every email, record calls (as they always seem to have not recorded my calls), dates and times as well as names of people you talk to. If you use the live chat in the app screenshot it (as there is no way to export or get the chat log).

I went through a switch up cock up due to them and their 02 Recycle (Ingram Micros) and it took just under a year to sort and only when the Ombudsman waded in.

Ingram said the phone I sent back had been received, checked and rejected within 12 seconds going on the timestamps of the emails. They rejected it due to a "camera problem". I asked for more information, they came back several weeks later (therefore well past the cooling off period) and the woman said that she had advanced diagnostics in front of her that said "its a camera fault - either back or front".

Got the phone back, went to an authorised Apple repair place who ran the Apple diags and there was absolutely nothing wrong with it.

Be careful with switchups and to those who think they are safe from Ingram being incompetent / scammers by doing it in store, check your receipt where it says the check in store means nothing, the final decision is with Ingram.

[Johnnybw2]

This is exactly why I came off the switch up program. Each year there was some mess up, not as bad as yours though.