Change of Mind Period - O2 Contract

Hi,

I have been with O2 for years and i was due an upgrade a while ago. I decided to get an iphone a couple of weeks ago - so I did.
The phone is not very good - fine is you use it for the internet & games but as a phone its useless (loads of things you cant do.)
I do not know if it is related to the iphone but i have been getting headaches since I've been using it too (i prob use the phone too much but never had headaches before )

I called O2 customer care on Saturday and the lady i was speaking with said that i am still in the change of mind period (14 days on that day) and that I can bring the phone back on Sunday, but because my local O2 shop wasnt open on Sunday, they said i could bring it back on Monday.(she put this on my account that this was appoved)

This was great, finished work early on Monday, gathered all the iphone stuff together, some things still in plastic as hadnt used it - and when i brought it to the store they said that i cant return it cause there is no change of mind on the iphone.
I was furious - I would not have signed a contract for 18 months if i taught i did not have the change of mind period. This was never mentioned to me when i bought it - (actually i was not even given a contract or shown terms and conditions, just asked to sign a application form type paper with no terms and conditions attached to it - just a photocopied sheet of paper)

What are my rights on this - because I was told that I could return it - do they have to uphold that promise?

Any advice would be great.

Thanks

Sorry to hear about your bad experience with O2. It's so annoying when you've been a loyal customer for years (and their favourite kind too - a bill pay customer!).

I believe there is a solution to your problem. If you talk to the right person in O2, state your case in a reasonable manner, emphasising that you never signed up to the "change of mind exclsuion", I believe they will allow you to change your phone.

The key is to talk to someone in O2 who has the authority to sort this out. Keep going higher if you have to.

I had a big problem with O2 a couple of years ago. I got no where with the customer service people so I spoke to the "retention dept", who were even worse. In the end I emailed their director of marketing. The response i receieved was excellent, they sorted out the problem immediately. The moral of the story is, talk to the right person and it will be sorted out to your satisfaction. Best of luck!