O2 priority list

Kez1

I have included my emails to o2. Please can someone help me I got very upset earlier as I don't feel like I am getting any help.


Hi

I have just rang the numbers below and they were not of any help what so ever. The customer advisor wasn't very helpful and I suggest you listen back to the call I have just made!. I am very disappointed at the lack of help you are giving me to resolve my issue.

I have been a customer of yours for a very long time and you not really valuing my custom at all!

I would like my account to be put back to a gold customer. I would also like the facility to upgrade my mobile.

Please can you explain what you are going to do to resolve my issues! I have included my original email below.

Thank you
Kerrie

Hello Kerrie

I'm sorry for all the trouble caused.

We certainly value your custom with us since 2004. We need feedback such
as yours to help us identify any area of our service that our customers
feel is in need of review.

To get the Priority tier sorted out, you'll need to call us on 0844 809
0202 (5p/min from a BT landline) between 8am and 9pm weekdays, 8am to
8pm Saturday, 8am to 6pm Sunday. Dialling 202 from any O2 Pay Monthly
mobile is free. They'll be in a better position to help you.

To upgrade now, please call our Upgrades team on 0800 1313 136 (free
from landlines) from 8am to 8pm weekdays, 8am to 6pm weekends. Dialling
202 from any O2 Pay Monthly mobile is free.

I hope things get sorted soon.

Regards

Samantha
O2 Customer Service

Telef!nica O2 UK Limited, Registered in England No 1743099. Registered
Office: 260 Bath Road, Slough, Berkshire SL1 4DX.

Dear O2

I have been a customer with you for many years now, I have also been a Gold customer for just as long. I received an email from you today saying that because I haven't spent much money with you this year you have changed my account to a silver customer.

I am not very happy about this. I was looking forward to my early upgrade with my gold account in May but now I have to wait even longer to switch from my very poor performing iphone 3g.

I have to bring to you attention that I have made a complaint about the phone insurance that I was paying that I originally canceled when I upgraded my phone to iphone in 2009. I then had to call about this again this year because you were still charging me for it. This is now resolved however I am very disappointed that I have to wait even longer to upgrade my phone.

May I suggest that you allow me to upgrade my phone to a Blackberry torch now or I will have no alternative but to take my business to another service provider. My father, brother and sister in law are also a customers with O2 on my recommendation! they will also be moving their accounts elsewhere.

Kind regards
Kerrie

Kez1

I have since read on the o2 forum that in November last year they started looking at how much people spend in order to establish priority. I have spent what I always spend every month.

Jon_01

It's all down the profit these days, loyalty counts for nothing . If their not making money out of you, then any threat to leave is pointless, they'll just wave goodbye as they close your account.

Sad, but that's the way of the world. . .

Kez1

I have just had this response. I don't think they get my issue at all. I called them again and was advised to email again. They will also not let me speak to a manager.

Hello Kerrie

I'm sorry our team couldn't help you.

I can't change your priority to Gold customer as its' done by a
different team. To find any details, please click on:

http://www.o2blueroom.co.uk/O2PriorityList/

To talk about this, you need to speak to us on the number given in the
previous email. Unfortunately, we can't listen to the calls. But I've
taken your strong feedback and sent it to our Support team. We value
your custom and loyalty.

To upgrade your contract online, please click on:

https://upgrades.o2.co.uk/index.htm#getMPN

Then follow these steps:

- Enter your mobile number and click ?submit?.
- Enter the code you get by text.
- Create your package.
- Check the summary of the order and click continue to checkout.
- Your order will then be complete and you?ll see the details of your
order on the last page.


You can also call on the number given in the previous email.

I hope this helps. If there is anything else, please reply to my email
or visit our online help centre at:

http://www.o2.co.uk/help

Regards

Anita
O2 Customer Service

Telef!nica O2 UK Limited, Registered in England No 1743099. Registered
Office: 260 Bath Road, Slough, Berkshire SL1 4DX.

Wintermute

Kez1 wrote: »

I have since read on the o2 forum that in November last year they started looking at how much people spend in order to establish priority. I have spent what I always spend every month.

As far as I know that's how the priority lists have always worked, it's based on spend and difference people have different review dates for when their priority status is calculated. The early upgrade is a reward for spending a certain level, why should you continue to get it when you stop spending that amount?

I've been an O2 customer since around 2002, I get one month early upgrade because I don't spend much and when I take out a contract I realise I will be stuck with that phone for the length of the contract unless I want to buy myself out or buy the handset outright,