Misleading 02 TV Advert

mitcho_uk

Hi,

I am not sure if this in in the correct catergory but it seemed the logical one to put it in, If it is in the wrong one then i apologise and can a moderator kindly move it. Thanks

Basically i have been with 02 for around three years and yesterday i saw an tv advert stating that you could be rewarded for your loyalty and that there tariffs deals were not just for new customers, So i went online today and spotted the sim only 200 extra - which gives you 400 cross network minutes and 1000 texts per month for £30. I am already on the original online 200 which gives you 200 cross network minutes and 1000 texts per month for £30 pounds. Obviously the former is a much better deal so i rang up and ask to be changed to that tariff. They said no as i was already on a contract but i could change to the online 400 which offers 400 cross network minutes for £45 per month, which is not good. I stated that i had seen the tv advert which says that the deals are not only for new customers, the lady went off to talk to her manager and came back again and said no, i said that there advert was obviously misleading if there offers which they stated were not just for new customers were in fact just for new customers. She agreed and went back to here manager who agreed that i could be changed to it. they put me through to another lady who would deal with the tariff change. She went through the details of it all and said that it would change on 15th may. She then however changed her mind and said that i couldnt have the deal because i was in a contract. I once again explained about the tv advert and that the customer services lady and manager had agreed i could have it, she went to her manager who again said no. I asked to be put back through to the first women but i was passed to someone else. I again explained everything but was told no i asked to speak to the manager but 'no one was available' and i should ring back later....

Does anybody have any ides what i should do next.

thanks

jockettuk

tell them ok you will cancel your contract and take out a new one with them or mabey someone else... or why not go into a o2 shop were sometimes they more helpful and at least you get to talk to a face,,

jf2404

Maybe the deal is for existing customers but they must be out of contract to get it.
In which case the AD should say that.

I agree with Jockettuk, go into a store and if you can't get the tariff then just cancel and get a new deal, or really pee them off and join another network.

P.S. There is no way you will get the same advisor again unless you get their extension number. Once you have that then you can be asked to be put through to them.

(Unless your lucky like my sister in law, she called Vodafone and out of over 1600 people, she got her sister (my wife) ).

jockettuk

jf2404 wrote:

Maybe the deal is for existing customers but they must be out of contract to get it.
In which case the AD should say that.

I agree with Jockettuk, go into a store and if you can't get the tariff then just cancel and get a new deal, or really pee them off and join another network.

P.S. There is no way you will get the same advisor again unless you get their extension number. Once you have that then you can be asked to be put through to them.

(Unless your lucky like my sister in law, she called Vodafone and out of over 1600 people, she got her sister (my wife) ).

and i bet she still got no were lol

seaniboy

mitcho are you in or out of a 12 month contract

mitcho_uk

In my contract, and i am guessing where you are going with this. However the advert states that the tariffs are not only for new customers therefore wether i am in or out of the contract shouldnt really matter

bbb_uk

Which advert was that? The only one I saw was the loyalty one which gives 10% back on all top-ups therefore is only available to PAYG (see O2's Rewards page).

I read somewhere that within the first 6 months of contract you can't move to a lower tariff. The tariff you mention is a SIM only tariff and you're on a normal tariff (supplied with a phone). I suspect the reason why they won't lower the tariff to the SIM only one is that your tariff is slightly higher in cost than the SIM only ones because you have a subsidised handset from them (remember that some of these top-of-range phones cost in excess of £200). Obviously those on SIM only contracts don't get a phone and as this saves o2 money (cost of the phone) they are giving those saving back to those customers.

mitcho_uk

A little bit of persistance paid off, after talking to 8 different people, 6 of which agreed i should be able to have it but it was up to retentions to change it, i have finally got the tariff i want, I pay £30 per month but get double the txts and talktime.

jf2404

jockettuk wrote:

and i bet she still got no were lol

True as they can't deal with their own family accounts.