o2 - Very Pleased

gulife

I am into month 6th of my 18 month contract with o2 (high street). When i signed up to the contract, I was told, verbally, that i could downgrade after the first 6 months to a lower tariff. I confirmed this by phone in May when I spoke to Durham Valley (later been told that this is an outsourced call-centre, and not an actual o2 centre) and was told the same.

However, on calling up to o2 yesterday, I was told that i cannot downgrade in the first 9 months. Obviously feeling that I was lied to, I asked to cancel my contract and pay the termination fee.

I was passed to retentions, where the guy there helped me out, offering to downgrade my tariff immediately to any tariff i wanted, and giving his personal email address @ o2 for any problems in the future.

That's what I call customer service.

stacey21_2

Although it was wrong, I'm glad you were pleased with the service :-)

You can downgrade 9 months into a 12 month contract and 12 months into an 18 month contract, need to pay for the handset, see ;-)

gulife

stacey21 wrote: »

Although it was wrong, I'm glad you were pleased with the service :-)

You can downgrade 9 months into a 12 month contract and 12 months into an 18 month contract, need to pay for the handset, see ;-)

I think what people need to realise is that verbally, i was let down by 2 different people from o2. This is what the guy in retentions realised, and fixed the issue for me there and then, without delay. This is what customer service is about - contracts are contracts, but customer care needs to come first.

lewt

gulife wrote: »

I think what people need to realise is that verbally, i was let down by 2 different people from o2. This is what the guy in retentions realised, and fixed the issue for me there and then, without delay. This is what customer service is about - contracts are contracts, but customer care needs to come first.

i think you have been very lucky there, i wish 3 were that good.

Apex_2

gulife wrote: »

I am into month 6th of my 18 month contract with o2 (high street). When i signed up to the contract, I was told, verbally, that i could downgrade after the first 6 months to a lower tariff. I confirmed this by phone in May when I spoke to Durham Valley (later been told that this is an outsourced call-centre, and not an actual o2 centre) and was told the same.

However, on calling up to o2 yesterday, I was told that i cannot downgrade in the first 9 months. Obviously feeling that I was lied to, I asked to cancel my contract and pay the termination fee.

I was passed to retentions, where the guy there helped me out, offering to downgrade my tariff immediately to any tariff i wanted, and giving his personal email address @ o2 for any problems in the future.

That's what I call customer service.

It's Dearne Valley, based near Rotherham / Mexborough and it's run by a company called Ventura


" You can downgrade 9 months into a 12 month contract and 12 months into an 18 month contract, need to pay for the handset, see"

You mean month 6 of a 12 month contract and month 12 of a 18 month contract, unless they have changed the rules.

1234

u was allowed to downgrade tariffs after 6months, i think since feb for new connections ONLY u can only downgrade after 9months.