Returning a faulty phone

richardvalex

I have recently purchased a phone which arrived yesterday. When coming to use it I've found that it's faulty. I have followed all the steps the guides have told me about returning my phone up until I press 'view details' on the order. However, once I've pressed it, there is no option or button on the screen to return my phone.

natty88

richardvalex click on phones from list shown here

contact agents

https://support2.giffgaff.com/app/ask/

click on nearest topic to your issue in the list shown

or click the more highlighted in blue

and use box provided and explain

the agents replies will show here when logged into your account usual time frame is 3to5 hrs but please allow a maximum of 24hrs thanks

Replies will show here when logged into your account

https://giffgaff.com/support/questions

Seems like your the 3rd person in last hour with this issue

flaxvert

richardvalex Thankyou for the phone issue update.

It may be still too soon to return it. Is the phone order still showing as "processing" https://giffgaff.com/profile/payment-details#orders

' The return button won't appear until this is updated to 'Order Delivered'

flaxvert

Some faults can be fixed without the need to return the phone, what issues are you having with the device please?

richardvalex

flaxvert I can not make calls/FaceTime/voice note. I've googled and apparently it's a widespread issue with iPhone 7. Something to do with the Audio IC which is a hardware not software issue. I've taken all the steps Apple recommend suchlike as restarting the phone/factory reset the phone and various other things to no avail.

richardvalex

natty88 I have done that, but thank you. If I'm the 3rd person in the last hour, maybe something has gone wrong with the website?

flaxvert Youre welcome. The order status is 'order delivered'

alexmgg2

richardvalex I have done that, but thank you. If I'm the 3rd person in the last hour, maybe something has gone wrong with the website?

Contact an agent, and explain the problem, using the form here:

https://community.giffgaff.com/d/33025291-returning-a-faulty-phone

Agents can take up to 24 hours to reply, but are usually a lot quicker. You will find their reply in the Messages from agents section at the bottom of your Dashboard page, see here:

https://giffgaff.com/support/questions

I've flagged this up as an Unreported service issue in the Service and Updates forum. I'll also flag it directly to the educators here.

Good lcuk!

richardvalex

alexmgg2 Thank you for your help, and thank you for flagging it up for me.

flaxvert

There is an ongoing issue that giffgaff are looking into, please see here for the latest updates https://community.giffgaff.com/d/33025550-issues-with-returning-a-phone-purchased-from-giffgaff

richardvalex

alexmgg2

richardvalex Thank you for your help, and thank you for flagging it up for me.

The problem with the Return button has now been resolved. You should be able to complete the normal return procedure.

Good luck!