Samsung Galaxy 25 Ultra sent for repair

Good morning ​@brian1993.

Welcome to our community. We're glad you're here 🙂

We apologize for the issues you are experiencing with your Samsung Galaxy 25 Ultra. We regret to hear that the initial repair did not resolve the problem. Unfortunately, we no longer have any replacement devices available. We understand how frustrating your situation is.

Have you received any feedback on the current repair in the meantime? If a defect was found but could not be repaired, it is possible to rescind the purchase contract. However, we would first need to know what the current situation is and what feedback you have received.

​@o2_Kathi  Good Evening. Sorry for my late reply. I sent the phone two more times to the O2 repair shop (so three times in total). I received back the phone, from my third attempt, just last week. I have not been using the phone since September, it has been forward and back from my home to the repair shop and vice versa. I have been paying a phone (S25 Ultra galaxy) and I do not have the chance to use it. When the O2 repair shop sends me back the phone, they just say in the pdf file that they did an Software update, that’s it. I am very disappointed how this issue has been handled. It is clear that issue is not software but hardware. Could you please help me out to solve this issue? It is gonna be almost 4 months paying for something I am not using at all. How can i kindly contact you to solve this issue? What does it mean rescind the purchase contract? Will I receive my money back for the phone?

​@brian1993 We are sorry to hear that you have been unable to use your phone for so long and that sending it in for repair a second time did not improve the situation. We apologize for the inconvenience. If the defect cannot be repaired, we can request a reversal of the transaction, which will cancel your o2 my mobile phone purchase and refund all payments made. In this case, however, it is important that a fault is found. Is this the case with your Samsung? Was the purchase made online or in one of our stores?

​@o2_Kathi I sent the phone to be repaired three times and all time the phone have been sent back to me with the same pdf in which it says “Software Update”. They did not even write the whole issue, on pdf: the color of the camera is not good (compared already with other s25 ultra galaxy), scratching sound on the phone and overheating. These are the three faults I found. The most worrying, of course in terms of safety, is the overheating but the others must be solved as well. I was expecting to have the lastest technology at that time and call people without them complaining about hearing scratching sounds from my device sot that they hear my voice clear. The purchase was done online. Where Should I send all the documents to start right away the refund of all payments made?. I would like to make it done before the end of this year. It has been a long long period without the phone and so much stress, to be honest.

Hello ​@brian1993, via our return portal you can ask for a reversal of the instalment plan and sent it back.

For this you need to register with your email address or mobile phone number
Then you need the shipment number, the order number and the postcode of the delivery address. The order number you will find on the delivery note for the S 25 Ultra.

If you have further questions regarding the reversal (Rückabwicklung), please also ask them here for us 🙂

Best Regards,

Gerrit

​@o2_Kathi ​@o2_Gerrit I have tried to return the product but the portal do not allow me to do it. The buttom to select the product and return it are both grey, so not possible to click on them. On the O2 Logistic center there is no number to call to ask for help. I will send a physical letter to Telefonica Germany GmbH & Co. OHG, Auskunftstele, 90345 Nürnberg explaining my situation and if I do not get any answer soon, then I will proceed with a lawyer. Thank very much.

I also called the O2 Customer service in english and they could not help me out, they just told me to sent a physical complaint letter explaining about the defect product that was sold to me

Hello ​@brian1993 ,
please try again to initiate the return process via our Logistik Center

You will find the order number on the mobile phone bill that you received by email in February.
Please also enter the postcode that appears on the bill. 

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Kind regards,
Solveig 

​@o2_Solveig These options are not available for me since the 14 days period has already passed and that is why I cannot return it throught this method.

Hello ​@brian1993 ,

You should be able to select your S25 anyways 🤔 does a little box appear on the left that you can click, like on Solveigs picture?

If nothing else helps, our colleagues from the support service can register the return for you → o2 Kontakt

Kind regards, Rebecca

Good Evening,​@o2_Rebecca ​@o2_Solveig ​@o2_Kathi ​@o2_Gerrit 

I was able to send the phone back but they did not accept my return, even though the phone was perfectly fine (showing only the hardware issues I told before) and it is still under warranty period, and send it back to me without success and now the phone is back to them again. Later they are gonna send again back the phone to me and probably it is gonna happen me the same issue. I did not receive any call or message telling about me the time when my phone will be back to me so i imagine now my phone will be travelling endless between me and the return center. To be honest, this is the first time that a service is so really bad. Never happened to me something like this. I really regret to having purchased the phone. There is no coordination at all. Some operators tell me to do something and some of them tell me to do other things. All unreliable… I really gave up about returning this phone. Moreover, I wanna download the receipt of my phone from the website and it is not possible as well at all for several days.  I still do no understand how a phone that was bought last year on February and has two years of warranty cannot to returned if the product is defect and it was already sent three times to the repair center and nothing was solved. Unbelievable…….. 

Hello ​@brian1993 ,

I'm really sorry that the device wasn't accepted. I can't really understand why either and i understand your frustrations.

Unfortunately, you are logged in here with a prospective customer account, which means we don't have access to your data to check what the issue might be.

If you like, you can re-register here making sure your new Community account is connected to your Mein o2 account and then reply to this post again so that we can look into it. 

Kind regards, Rebecca

This is my costumer account. Telefonica rejected my refund process and kept the phone for themselves. They tried to send me back the phone without informing me or giving any tracking number. They told me that now i have to pay to get back the phone. I explicitly said that it is fine, they can charge me but I wanna the phone to send it back to Samsung but they kept ignoring me and they also told me that if i do not get the phone before may then they can dispose of the phone. Now I am paying for a phone that it is retained by the company i am still paying. This is worst scenario, i feel like you are playing of me, just because i do not speak German and i have to try hard to communicate, even in German but without success. I wanna just the phone back. Luckily I am keeping recording all the conversation at the phone and keeping all mails for further investigation.

Good morning ​@briannnX 🙂

Thank you for keeping us up to date. I just checked your customer account and saw that you contacted us on February 19 and received a response with the offer to cancel. We also informed you that delivery to one of our o2 stores is not possible. Have you already decided whether you would like to provide a different delivery address or cancel the order and purchase a new device in the store, for example?

​@o2_Kathi that it is not true. Since September 2025 I was calling the O2 english customer service and they never told me I was able to cancel my contract and get a refund. On the contrary, since the first attempt, they keep telling me that I need to keep the device even if it is defect. None has proposed me to cancel my contract. Last time I called to telefonica, they told me to send the phone to Samsung and talk to them about reparation. Up to now Telefonica just sent me a mail telling me that if I do not get back phone before May, they will dispose the phone of the value around 1500 euros which I am still paying. As I already said in the mail several times regarding the delivery address, i cannot give you another address and wait for the delivery to come and then sign; as you can imagine I have a job like everyone and i cannot decide by own not to go to work and wait for the package to come one day. Therefore, that is the reason why i provided a o2 store address where i can go after my working shift hours and sign any document, if necessary, and take back the phone. Anyway I already sent a normal letter about the whole issue.

Hello ​@briannnX ,

It seems that the person who wrote the letter which my colleague Kathi referred to, didn't really understand your concern 😕 I'm sorry that this caused more frustration.

I have opened a ticket with the responsible department to have the device returned to you as soon as possible.

Where you got the information that you would have to pay to get your phone back? Could you maybe elaborate on this, since i couldn’t find any information on this in our systems.

Kind regards, Rebecca