Appalling service from O2 - not honouring their offer!

noss

Hi All

I found this fantastic deal on Virgin Mobile the other day where you get 1200 minutes per month anytime, unlimited texts and 1GB data allowance for only £12 per month on a rolling contract. i wanted to get my PAC code from O2 who I am currently on, so I could switch over to VM. As the phones were busy, I went on their Web Chat and spoke to one of their advisor, part of the transcript is below:
Louise: Sorry Hanna, that deal is very poor in comparison to the SIM
only contract by Virgin I just mentioned
Hannah: I can offer you 600 Minutes + 300 O2 to O2 minutes + Unlimited
Texts + 500 MB data + Unlimited Wi-Fi(BT and O2 wi-fi) for just £15.50 a
month on a sim only deal.
Hannah: And you get to upgrade anytime you wish on the above 12 months
sim only deal.
Louise: sorry, I don;t really need an upgrade as I bought my iphone
directly from Apple. I'd only consider staying for the sake of
convenience, if you could match the Virgin deal
Louise: virginmobile.com/vm/paymonthlySimOnly.do
Louise: Essential SIM Only £12 SIM card cost FREE Your tariff gives you:
1200 minutes Unlimited texts 1GB Mobile Web
Hannah: If you want I can offer you a similar tariff with a 24 months
contract and offer you £100 credit with it,.
Louise: Actually, it is unlimited texts as well
Hannah: If you want I can offer you a similar tariff with a 24 months
contract and offer you £100 credit with it.
Louise: so, you're essentially saying 8 months would be free?
Hannah: Yes, that's right.
Louise: and 1200 minutes, unlimited texts, 1GB data a month

And then my internet connection got cut off!!!! So today, I went back on the chat, and spoke to 2 advisors, who each said that Hannah did NOT offer me that offer! So I asked them to send me a copy of the transcription (above) and it is plain to see as daylight. Yet they refuse to acknowledge it, imply that I am lying and want me to take up an offer fro 21pounds a month for 250 minutes !! Would you believe the shoddy customer service these guys offer? I am so angry about this all!!!

This is after years of staying with this provider. Absolutely appalling!

_Andy_

OK..so make a formal complaint to them.

easy

So... take your PAC code and go.

simples !

Herongull

It sounds as if Hannah exceeded her authority or whatever!

Perhaps the internet didn't really cut out at your end, Hannah (or her superviser) pulled the plug on the conversation??

Whatever. As the previous person said, you know what to do - port out.

chanz4

no deal was done, so no contract entered

Silk

The problem is assuming it's a genuine transcript, which I'm not 100% convinced it is as it's not up to the usual standard of cut and paste ones I've seen before ...you could take the offer another way
O2 offered .......I can offer you 600 Minutes + 300 O2 to O2 minutes + Unlimited Texts + 500 MB data + Unlimited Wi-Fi(BT and O2 wi-fi) for just £15.50 a month on a sim only deal.

O2 then offered ......... If you want I can offer you a similar tariff with a 24 months contract and offer you £100 credit with it,.

In other words the same deal as the first but with £100 kickback for 24 months instead of 12.
It's unfortunate the conversation was cut before it was made clear to which offer the "similar" was meant for the first O2 offer or the Virgin one ?

Emy1501

Suspect member of staff in question got a bit carried away. I had 3 sim only deals with o2 totalling about £60 a month on average and when i mentioned the virgin deal they gave me all three PAC codes without even trying to offer anything.

As far as I'm aware O2 don't really do retention deals and they no longer do the loyalty discount so best they will offer is the deals on offer which for tariff mentioned is 600 mins 300 02 mins UL text and 500mb data over 12 months which is rubbish compared to the virgin deal.

As said get your PAC code and virgin will do the swap within 24 hours mon to fri

Guys_Dad

Who gave you this "appalling service"? Hanna, who may have exceeded her authority and made a mistake, or the other two who may have realised she had no authority to make that offer?

Oh, I see. Those guys that didn't give you what you wanted.

gjchester

noss wrote: »

Yet they refuse to acknowledge it, imply that I am lying and want me to take up an offer fro 21pounds a month for 250 minutes

Offers can change daily depending on sales targets, promotions, and what others do.

Unfortunalty you missed the offer for whatever reason, advisers can't "make up" tarrifs only offer what the sysytem prmopts them to, and the one that Hannah offered was no longer available to your account.