O2 going back on their word from one call to another?

Janosch

I have been with O2 for my last two or three contracts, I have always upgraded happily with them as the offers were good after a call to the "disconnection department". Towards the end of my last contract I started having problems with the company. I had to send my phone (Nokia 5800) off for repair in August as it wouldn't send text messages and as I was in Silver Band asked if I could upgrade instead, (Silver Band allows you to upgrade a month early) but was told that I wasn't yet eligible for the upgrade, so received my old phone repaired but loaded with masses of unwanted new O2 software, which made it more complicated to use.

I then travelled to Germany for 10 days during which time my son (also on O2) was charged £72 on internet charges, despite using his iphone in airport mode and on my sister's home WiFi.
The charges on my own contract doubled the following month as my 18 month contract (£20- after a £15 loyalty discount) had run out and I was charged £35 for a new term, but also had more problems with my phone, which repeatedly phoned one particular number over the course of 5 hours.
I went for advice into an O2 shop, where it was explained that it was common practice to revert back to the higher charges automatically after the 18months, but that it appeared that I might still have a problem with the phone-which was now no longer covered as the original contract had ended. To avoid excessive charges I was put on a temporary 30 contract (O2 Simplicity) while deciding what to do.

After much deliberation I phoned O2 today to upgrade. I was offered a Samsung Wave on £25 per month, 500min, unlimited texts and 500mb internet. I was a little indecisive about the handset so it was agreed I would call back later and a note would be put onto my account regarding the offer.
About an hour later I had made my mind up and contacted O2 again. I tried a sneaky "What can you offer me for £20?"- which seems to have backfired completely- after several chats with the "retention team" the advisor got back to me and first told me that the offer included a "gift" of 200 extra minutes, then that it should never have been made, that it was too big an upgrade from my simplicity contract (I explained why I was on it) and finally that they would be absolutely unable to honour the offer as it had only been valid for the previous phone call.
Totally confused and of course very cross by this point I asked for my Pac code, which will now "be with *me* in up to 5 days".

What has gone wrong? Is it usual practise to go back on offers made previously, despite the promise of "a note made on the account"?

OneADay

So in a nutshell you are complaining about upgrade offer!

On the O2 web site the Wave is available with 300 minutes/unlimited texts and 500MB internet which costs £30 a month. So second advisor right about the 200 extra minutes.

The first advisor probably would have done the deal with £5 discount but if you do not take it up - there is no guarantee you will get it offered twice.

So move on - go for another network. You could though try your luck at the online upgrade - and see what you get discount you might get but being on Simplicity means there is likely to be less discount than if you had been on a full contract plan.

Techhead_2

O2 have a team that can make a generous offer (like here) but its only valid for that call. If you call later the offer may have changed or reverted to the normal.

powerful_Rogue

It also appears some advisors are more generous then others!

JJ_Egan

It also appears some advisors are more generous then others!

Especially when you have a target to meet .

jje

spike7451

Chances are the are no notes on the account as the only place you can add notes is on the sales order form for the customers phone number. (I worked for O2 in Migrations earlier this year)
Also a lot of the centers are outsourced & don't have the facility to make offers.