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Cancellation of Contract for Mobile Phone

  • January 21, 2023
  • 4 Antworten
  • 129 Aufrufe
D
Besucher:in

I am here on a visa and was able to secure a contract last week in the O2 shop as my friend underwrote it for me. The phone did not arrive until nearly a week later. Unfortunately, I will be leaving Germany sooner than expected. We have sent the purchased phone back (Galaxy 21+) - it had not been opened, the SIM card has not been used.

I would like to cancel the contract, but I received the email that as the contract was made in the shop, this is not possible. However, I then further saw that if the contract was made in conjunction with the financing of a new phone, it CAN be cancelled. 

Can this please be confirmed? I will go to the O2 shop in town on Monday evening and would like to be able to present the correct information. 

Lösung von o2_Matea

Hey @Dr Liz ,
thank you for contacting our Community and welcome💙
Without beeing informed about all the details and conditions of your conntrcat made in one of our shops, I woud suggest that you withdraw from the contract as soon as possible. 
As the contract was made in the shop, the cancellation also should be processed there.
Regarding your question: I then further saw that if the contract was made in conjunction with the financing of a new phone, it CAN be cancelled. 
This is what our cancelation policy is saying :
“Umfasst Ihre Bestellung ein Paket aus Dienstleistungen und Waren, die wirtschaftlich so miteinander verbunden sind, dass ein Bestandteil nicht, oder nur zu anderen Konditionen ohne den anderen Teil bestellt werden kann, (z. B. vergünstigtes Smartphone mit Mobilfunktarif) führt der Widerruf des einen Teils stets zur Rückabwicklung des ganzen Paketes.” (For further information please check: https://www.o2online.de/assets/blobs/agb/agb-widerrufsbelehrung-mobilfunk-privatkunden/)
So technichally it can and should be cancelled if all the requirements of our cancelation policy are met.

I hope this could help😃

Best, Matea

4 Antworten

o2_Matea
  • o2_MateaTeam
  • Team
  • Lösung
  • January 24, 2023

Hey @Dr Liz ,
thank you for contacting our Community and welcome💙
Without beeing informed about all the details and conditions of your conntrcat made in one of our shops, I woud suggest that you withdraw from the contract as soon as possible. 
As the contract was made in the shop, the cancellation also should be processed there.
Regarding your question: I then further saw that if the contract was made in conjunction with the financing of a new phone, it CAN be cancelled. 
This is what our cancelation policy is saying :
“Umfasst Ihre Bestellung ein Paket aus Dienstleistungen und Waren, die wirtschaftlich so miteinander verbunden sind, dass ein Bestandteil nicht, oder nur zu anderen Konditionen ohne den anderen Teil bestellt werden kann, (z. B. vergünstigtes Smartphone mit Mobilfunktarif) führt der Widerruf des einen Teils stets zur Rückabwicklung des ganzen Paketes.” (For further information please check: https://www.o2online.de/assets/blobs/agb/agb-widerrufsbelehrung-mobilfunk-privatkunden/)
So technichally it can and should be cancelled if all the requirements of our cancelation policy are met.

I hope this could help😃

Best, Matea

D
Besucher:in
  • Dr Liz
  • Autor
  • Besucher:in
  • January 24, 2023

I went to the shop last night (89 Lousienstr. Bad Homburg) and the staff member called the "boss" who advised we take it up with a lawyer or write the Beschwerdebehörde, even though the right to cancel as it was a package is very clear and set by law. I also submitted the Widerruf to the email address, but they only responded that I should go to the shop - I don't think they realized that handy and contract were bundled. Please advise. I am happy to provide further details if needed. @o2_Matea 

 

o2_Matea
  • o2_MateaTeam
  • Team
  • January 24, 2023

Hey @Dr Liz ,
thanks for your quick reply and I am so sorry. Particularly for that strange advise by the manager.
Unfortunatly the termination process of online purchases are a bit differnt to purchases at the stores.
Everithing you wrote about your procedure seems to matche with the termination policy.
But If you want, I can take a closer look on that matter and check if something was missed?
Would you send us for reason of data protection, a private message to @o2_Support with your PKK -( Private Kunden Kennzahl) 
It is a 4-diggit number you chose at the beginnng of your cotract for legitimization. After that, we will check on your request 😀
 

o2_Matea
  • o2_MateaTeam
  • Team
  • January 30, 2023

Hey @Dr Liz ,
I’m glad that we could sort everithyng out via private message.
Your contract as well as our mobile phone has been cancelled. 
Please check your mails for further Information. 
Also, the reason why everithing went well, has a lot to do with you beeing well prepared and complying with the period of notice :-)
So all the best to you! If you are back and germany and in need of a phone contract, just contact the community :-)
Best regards, Matea

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