O2 Xbox 360 Offer not as advertised!

Stuartetg

This is the letter I wrote to O2 following my attempt to take advantage of the rewards offered......Please Let Me know if you think it's me thats wrong.......I don't think so!









Dear Sir / Madam,


I am writing to you regards your Xbox offer for renewal of a 12month Broadband Service.


The 3 Items and the first paragraph indicates that signing up to 12 months of the All-Rounder gives £50.00 off Xbox or Kinect, free live Gold Membership and 1,200 points.


This was confirmed after a conversation with your representative on 14th December 2011, along with my intention to take advantage of this offer by using the live membership and points for use with current Xbox and hope to use the £50.00 off in the near future if we can afford to. In addittion we would receive 6 months free broadband. Your representative confirmed the worth of this offer but did say the £50.00 off was only valid until 31st January and asked if we would like to do this. I informed that I needed a discussion with my spouse before any agreements are confirmed and he asked if he should call me back. I informed him I would call after the discussion.


The following day I called to renew our contract and was on hold for 56minutes. We then got through via our o2 mobile (we have 4). I explained what my intentions were and your representative said fine, activated our 6 month discount, renewed the contract and put us through to your Glasgow offices to sort the Xbox offer.
I was informed that I had to purchase the Xbox immediately to receive any of the Xbox components as these were a package and lengthy debates begun with this representative who passed me back to Amy Ext 78208 where I re-iterated my understanding.


The Offer online (illustrated above) shows that you receive 4 benefits which are;


6months Free Broadband
£50.00 off Xbox or Kinect
12 Months Live Gold Membership,
1,200 Points


Whilst discussing my intentions with David on the 14th, I learned that the Xbox had to be purchased through yourself and I asked how long £50.00 off would be valid, He said until 31st January. I accepted that this was a fair term but the website does not indicate the purchase term and it's not that obvious you normally sell consoles which are retailed cheaper elsewhere, reducing the £50.00 saving when comparing offers. I was also informed that this offer was only for a Single membership worth £40.00 not Family worth £60.00, a mistake which again would be acceptable on it's own


I explained I did not have £149.99 at this time but would hope to before the £50.00 off expires. I did still think the offer was worth the other benefits. I would call back after confirmation from my spouse.


On the return call after eventually getting through I was informed that the Membership and points were only available when you purchase the Xbox. The website does not make this clear and whilst I had insisted this was a list, Amy made an argument that the 'commas replace the word and', which would still indicate a list of rewards.


If the other items were a package then the Xbox offer should have read;


“Get £50.00 off an Xbox or Xbox Kinect package bought from O2 including Single Xbox Live Gold Membership and 1,200 Xbox Live points”


or


“Receive £50.00 off plus a Single Xbox Live Gold Membership and 1,200 Xbox Points when you purchase an Xbox 360 or Xbox Kinect from the O2 Shop”


or something else similar with all the correct information.


Amy asked if I had “checked the Terms in the small print” during the first conversation which I did.



None of the Terms confirmed my understanding to be False, and your Representative , David, had understood the same as me too. In fact your first 2 Terms refer to two dates which indicates that a customer has until 31st December to indicate intention and until 31st January to redeem. Amy informed me that you have to purchase the Xbox 360 from O2 by 31st December and redeem points and membership by 31st January.


Clearly the Offer is not as advertised and Amy has said O2 will not ,in anyway make any exceptions to honour the offer made to me and provide me with the Membership, Points, 6 months broadband and £50.00 (voucher?) to be used by 31st January as indicated in the Terms and by 'David', should I be in a position to afford this by then.
I waited for an hour before making contact with the customer services due to busy lines and wasted a further1 ½ Hours discussing this and writing this letter. Your rep, David, misunderstood and Amy agreed that the offer is not clear on the web page, but you will not honour your advert.


I have requested a MAC code and am seriously considering removing 3 O2 mobile contracts immediately along with the Home Broadband and Phone package and a 4th Mobile upon completion of contract, dependant upon your reply.


I am Sorry that I have had to raise this as a formal complaint but believe it unfair that O2 would recognise fault but not act upon it.


Yours Sincerely


Stuart

Gordon_Hose

Here's a link to the offer for those who want to view: http://www.o2.co.uk/broadband/xboxoffer