Hello @alaaelnaghi,

welcome to the o2 community and thank you for your enquiry.
I'm sorry that your experience on the hotline was not satisfactory for you.
Briefly about your concern: here in the community we only clarify things in writing. Therefore, no one will approach you to reach you by phone. But I think that, like many others here, we can solve the problem together!
What equipment do you have from o2 and what exactly is defective about it?

Kind regards
Jessica

Hello Jessica,

Actually you customer service agents don't bother to hung up on the customer, so it won't be very helpful if they call or not.

I got 2 laoud speakers as a gift with my Xiaomi mi 11 5G phone contract, after few months of using them they are not working now, I call the technical service at Xiaomi said they have to be repaired or replaced.

I called O2 to use my right in the guarantee the agent said I have to call Xiaomi because they are the manufacturer, I explained that on the Verbraucherzentrale that should be on the seller not the manufacturer, your agent basically said no and hang up.

The guarantee is provided by the manufacturer, the statutory warranty is provided by the seller. Was the bonus product (the loudspeakers) supplied with the phone or did you have to apply to Xiaomi? If the latter then indeed Xiaomi is who you need to contact for repair or replacement.

I did nothing with Xiaomi, I applied on O2 website and I got them in September.

So it's less than 5 months now.

Yes, but who sent the speakers, o2 or Xiaomi?

On the box it states Telefonica.

The contractual / legal situation is a bit complicated in such situations, and it depends on whether the loudspeakers as a ‘gift’ are considered ‘a significant part of the related contract’. I would, however, advise you to take advantage of the guarantee from Xiaomi as this is likely to be the least complicated route to take.

Yes, you're right I felt the legal situation is complicated which I call in more obvious language a "scam" and wrong advertising, that you're selling something without guarantee.

Of course, I tried to call Xiaomi and they said the product comes from China directly imported by the promoter which is O2 and their system rejectes the serial number and I can't use the guarantee through them.

However it might be not a significant part of the contract to you, I wouldn't accept your contract without it.

Plus it remains under the statutory warranty which is on O2.

Nobody is selling you anything. That is the point - it is a gift! It’s easy to call something a scam though, isn’t it?

What do you mean by ‘your contract’? You are communicating with other customers here.

If Xiaomi can’t help you and you believe the product falls under the statutory warranty then you can send it in for repair:

https://www.repix-plus.com/online_selfcare/Dashboard/Index

I meant my contract.

That's the point if I am making a contract with a gift that worth 100€, than that gift is defect after 5 months don't you consider this a scam?!

By the way, the serial number is not accepted neither on Xiaomi nor Telefonica.

Not just because of that, no.

Maybe a moderator can help you to identify the correct way to send this in for repair if the serial number is not accepted by the website. Someone will reply here in the next few days.

Hi @alaaelnaghi ,

I’ve contacted our logistic department to get a hold on either information about possibles repairs or replacements or their view on the status of these devices.

My co-workers will contact you directly in most cases. If I receive new infos on my end, I’ll let you know here.

Best regards,
Kurt