O2 Customer Service providing mis-leading customers

newbridge

Recently been unfortunate to have deal with O2 customer service. Had ordered a phone before 13 days, assured 3 times by email and customer staff in between that the phone will be delivered. After lot of talking with 4 different people on their chat, got conned into cancelling original contract after assurance that I would be able to get another colour phone(in stock) on previous tariffs. Which were better than any current tariffs on their site.
But as soon as the original contract was cancelled they passed me to sales team who said it wasnt possible what was assured to me previously. What a bunch of cheaters!!
Then the customer service team tells me, they can't help me even if they wanted to because I dont have any valid contract.. It is a total disgrace for a big company like O2 having their customers dealt like this.


Chat Transcript:
[FONT=&quot]General Info[/FONT]
[FONT=&quot]Chat start time[/FONT]
[FONT=&quot] Mar 15, 2014 4:50:28 AM EST[/FONT]
[FONT=&quot]Chat end time[/FONT]
[FONT=&quot] Mar 15, 2014 7:38:02 AM EST[/FONT]
[FONT=&quot]Duration (actual chatting time)[/FONT]
[FONT=&quot] 02:47:34[/FONT]
[FONT=&quot]Operator[/FONT]
[FONT=&quot] Lily, Utkarsha, Nadeem[/FONT]

info: Welcome to O2. Someone will be with you soon.
info: You're through to 'Lilly'
Lilly: [FONT=&quot]Hello, it's Lilly here. I hope you're well. What can I do for you?[/FONT]
Lilly: [FONT=&quot]Hi Helen[/FONT]
Helen: Hi Lily
Lilly: [FONT=&quot]Good Morning.[/FONT]
Helen: I am contacting to get an update about my order 15 days back
Helen: And this is the 4th time!
Lilly: [FONT=&quot]Sorry for the inconvenience caused to you.[/FONT]
Lilly: [FONT=&quot]Have you got the order number ?[/FONT]
Helen: ms-302626436
Lilly: [FONT=&quot]Thanks.[/FONT]
Lilly: [FONT=&quot]Can I have the 4th & 5th characters of your security answer?[/FONT]
Lilly: [FONT=&quot]It's Name of your first pet[/FONT]
Helen: to
Lilly: [FONT=&quot]Perfect [/FONT]
Lilly: [FONT=&quot]Helen, I confirm that your order for iPhone 5 32GB White and Silver Refurb is out of stock and due to that your order is cancelled.[/FONT]
Helen: I have got 3 emails from o2 until now about product being delivered soon.
Helen: Problem is I am without phone.. and i need it urgently
Lilly: [FONT=&quot]Currently we've iPhone 5 32GB Black Refurb with us.[/FONT]
Lilly: [FONT=&quot]If you want, you can place a new order for this phone now and you'll get the phone tomorrow.[/FONT]
Lilly: [FONT=&quot]I'll confirm the order from here and make sure that you'll receive it by tomorrow.[/FONT]
Lilly: [FONT=&quot]Is that fine with you ?[/FONT]
Lilly: [FONT=&quot]Also, I'll offer you 1 month Airtime Plan credit for the inconvenience caused to you.[/FONT]
Lilly: [FONT=&quot]The credit will show on your second bill.[/FONT]
Helen: so it is out of stock right now. but if i re-order I will get it by tomorrow?
Lilly: [FONT=&quot]Yes, White one is out of stock. However, we've Black one in stock now[/FONT]
Lilly: https://www.o2.co.uk/shop/refreshTariffs/apple/iphone-5-32gb-black-and-slate-refurb/
Helen: I dont want to do any reordering. But would accept black colour if you dont have white.
Lilly: [FONT=&quot]Yes. But you need to place a new order as we can't just change the order.[/FONT]
Lilly: [FONT=&quot]You can place a new order with me and I'll confirm the order from here[/FONT]
Lilly: [FONT=&quot]Be assured that you'll get this phone tomorrow.[/FONT]
Lilly: [FONT=&quot]Also, you'll get 1 month Airtime plan credit from me.[/FONT]
Helen: would it be on same tariff?
Lilly: [FONT=&quot]Yes. [/FONT]
Lilly: https://www.o2.co.uk/shop/refreshTariffs/apple/iphone-5-32gb-black-and-slate-refurb/
Lilly: [FONT=&quot]Just click on the above link[/FONT]
Lilly: [FONT=&quot]Select your deal and click on Select tab[/FONT]
Lilly: [FONT=&quot]Just let me know your email address.[/FONT]
Helen: I was on:
Helen: 10x24 : phone plan
Helen: 28x24 : airtime plan
Lilly: [FONT=&quot]Now you can get the even cheaper tariff.[/FONT]
Lilly: [FONT=&quot]You can go for the £15.00 Phone plan and £18.00 Airtime Plan[/FONT]
Helen: + £29 advance payment
Lilly: [FONT=&quot]Total would be £33.00 per month[/FONT]
Helen: As I said I would prefer to stick the original plan.
Lilly: [FONT=&quot]As our deals are changed and lowered down then you can't get the original plan.[/FONT]
Lilly: [FONT=&quot]Previous plan you were paying £38.00 per month[/FONT]
Lilly: [FONT=&quot]Now you're paying £33.00 per month[/FONT]
Helen: so basically, O2 does not want to honour a product they have sold me and also deducted money in first instance.
Lilly: [FONT=&quot]Any amount you paid would be refunded back to you within 72 hours.[/FONT]
Lilly: [FONT=&quot]You're saving £5.00 per month on new plan[/FONT]
Lilly: [FONT=&quot]Plus you'll get £18.00 credit on second bill[/FONT]
Lilly: [FONT=&quot]So you'll pay only £15.00 on second bill.[/FONT]
Lilly: [FONT=&quot]New plan is beneficial for you.[/FONT]
Helen: I am not worried about a refund. Its the amount of time and hassle that i have gone through.
Lilly: [FONT=&quot]I certainly understand your concern. For the reason I'm offering you 1 month Airtime Plan credit.[/FONT]
Lilly: [FONT=&quot]I would suggest that go for the £33.00 plan[/FONT]
Lilly: [FONT=&quot]This is great plan for you as you're saving £5.00 per month.[/FONT]
Helen: I understand you offering 1 month airtime and appreciate that. But what you have done is increase the cost of handset by almost £100 which are a separate contract. I might upgrage or degrade my airtime contract later.
Helen: And hence sticking with my original plans
Lilly: [FONT=&quot]Okay. I wish I could help you with this but as our deals are now changed and we've reduced the Airtime Plan, we can't offer you the original plan now. [/FONT]
Helen: Just before 3 days, another customer support staff assures me of delivery within 3 days, and now you are saying you can't help.
Helen: "He said it was out of stock, but now back in again and phone would be delivered soon"
Lilly: [FONT=&quot]I can see that this phone is still out of stock as iPhone 5 is getting discontinued with us.[/FONT]
Lilly: [FONT=&quot]Currently we're offering iPhone 5c free on lower £38.00 deal which offers 2GB data.[/FONT]
Lilly: [FONT=&quot]This is 4G data compatible phone.[/FONT]
Lilly: [FONT=&quot]Would you like to check out the deals of this phone ?[/FONT]
Helen: I know you are trying to help me. As mentioned before I am not sure of required airtime so might change that at some point in future(whole point of using o2 refresh). Hence require lower phone contract cost. I ordered when it was in stock, and my friend ordered after me and has received the phone but not me.
Lilly: [FONT=&quot]I understand your concern as refurb phones are limited in stock, it goes out of stock frequently.[/FONT]
Lilly: [FONT=&quot]I would suggest that go for the iPhone 5 32GB Black Refurb[/FONT]
Helen: so can you not swap my order for black instead ? how difficult can that be. Sure you have enough right or your manager can do it.
Lilly: [FONT=&quot]Okay. You can speak with our service team about this.[/FONT]
Lilly: [FONT=&quot]I'll need to transfer this chat to our support team. Is that okay with you?[/FONT]
Helen: thanks
info: We’re putting you through to the right person, won’t be long.
info: You're through to 'Utkarsha'
Utkarsha: Hello, it's Utkarsha here. What can I do for you?
Helen: Hi Utkarsha
Utkarsha: Hope you're fine.
Helen: thank you ...hope you can get me out of misery
Utkarsha: Sure, I'll try my best.
Utkarsha: So you wish to swap the order to block?
Utkarsha: Black*
Helen: yes please
Utkarsha: Alright, I'll check if I get an option to cancel your current order.
Utkarsha: So that you can place a new order with black colour.
Helen: actually swap the handset on same order i placed at the start of the month.
Utkarsha: Is that fine?
Helen: think there is a misunderstand. I want to stay on same airtime and phone contract. Just need to get the white phone swapped with black.
Helen: *misunderstanding
Utkarsha: Yes, accepted. So I'll cancel the current order, so that our sale steam will place a new order with same airtime and phone contract but a black colour phone.
Helen: okay, just to confirm I am pasting the plan below:
Helen: Your Plan The O2 Refresh plan is made up of two costs, one for your phone and the other for the airtime you've chosen: Phone Plan cost @ 0% APR on our Fixed Sum Loan Agreement (CCA) Total amount of 0% APR credit over 24 months (24 x £10.00) £240.00 £10.00 Airtime Plan cost From 2015, your O2 Refresh Airtime Plan will be adjusted every year by RPI 1 24 months, Unlimited minutes, Unlimited texts, 8GB £28.0
Utkarsha: You can go for the same. Our sales team will help you keep the same deal.
Utkarsha: Shall I first cancel the current order?
Helen: Please confirm, and thank you for your help
Helen: yes, please cancel the white phone and create one for black instead on same plan.
Utkarsha: Okay.
Utkarsha: Please give me your order number.
Helen: ms-302626436
Utkarsha: Thanks, can you please tell me your full name?
Helen: Helen *****
Utkarsha: Thanks.
Utkarsha: Please can you tell me the 4th & 5th character of your security answer?
Helen: to
Utkarsha: Perfect :-)
Utkarsha: I've cancelled iPhone 5 32GB white order for you.
Utkarsha: I'll now transfer you to our sales team and they'll place the order for the same deal but with a black phone.
Helen: Thank you
Utkarsha: You do not need to repeat all as I'll explain everything to them and they can also view our chat.
Utkarsha: You're welcome :-)
Utkarsha: Have a wonderful weekend and stay connected, I'll now transfer you to the team.
info: We’re putting you through to the right person, won’t be long.
info: You're through to 'Veronica'
Veronica: Hello, it's Veronica here. I hope you're well. What can I do for you?
Helen: Hi Veronica, Utkarsha might have explained to you regarding swapping phone colour on same plan.
Veronica: I can view your last chat, let me go through it.
Veronica: Thank you for waiting and for your patience with this order.
Veronica: You want iPhone 5s 32GB Space Grey, correct?
Helen: thats okay, thans for going through the long chat...
Helen: yes, assume that's the one in stock and can be delivered quickly. right?
Veronica: As mentioned in your last chat, the order has been cancelled, you have to place a new order, but you will get the phone within 1 to 2 working days, since it is the weekend.
Veronica: The phone is in stock.
Veronica: you will not face any stock issue.
Veronica: Since it is a weekend now, the delivery is done within 1 to 2 working days. Shall we continue and confirm the tariff again?
Helen: yes please
Veronica: How data you choose in your last order 2gb or 5gb or 8gb?
Helen: Your Plan The O2 Refresh plan is made up of two costs, one for your phone and the other for the airtime you've chosen: Phone Plan cost @ 0% APR on our Fixed Sum Loan Agreement (CCA) Total amount of 0% APR credit over 24 months (24 x £10.00) £240.00 £10.00 Airtime Plan cost From 2015, your O2 Refresh Airtime Plan will be adjusted every year by RPI 1 24 months, Unlimited minutes, Unlimited texts, 8GB £28.00
Helen: actually can you make it 2 Gb?
Veronica: This is an Iphone5 deal and not 5s.
Veronica: Let me check the Iphone5 deal.
Veronica: Checking the stock for Iphone5.
Veronica: The Iphone5 refurb 32gb deal this is.
Veronica: The phone is in stock.
Veronica: The data for Iphone5 refurb is 500mb, 1gb, 5gb and 8gb. The best of the O2 contract is that you can increase the data in the contract anytime you want.
Helen: thats good
Veronica: You can start with the low, if you want more later, you can increase it.
Veronica: You also get unlimited O2 wifi.
Veronica: If you connect the phone to O2 wifi, the phone data is not used.
Helen: okay
Veronica: You can download the O2 wifi app to check the wifi in the area to connect to it.
Helen: even better
Veronica: You can go for £38 deal with just £39.99 upfront cost on a 24 months contract.
Veronica: You'll get unlimited minutes to all network + unlimited landline minutes + unlimited voicemail + unlimited O2 minutes + unlimited text messages + unlimited data via wifi and 5gb data.
Veronica: If you want 1gb data it is for £33 with just £49.99 upfront
Helen: I would like to stick with my original contract as per my talk with Utkarsha, i.e
Veronica: With 5gb data, you also get access to Sun+ for Barclays Premier League
Helen: Your Plan The O2 Refresh plan is made up of two costs, one for your phone and the other for the airtime you've chosen: Phone Plan cost @ 0% APR on our Fixed Sum Loan Agreement (CCA) Total amount of 0% APR credit over 24 months (24 x £10.00) £240.00 £10.00 Airtime Plan cost From 2015, your O2 Refresh Airtime Plan will be adjusted every year by RPI 1 24 months, Unlimited minutes, Unlimited texts, 8GB £28.00
Veronica: https://www.o2.co.uk/shop/refreshTariffs/apple/iphone-5-32gb-black-and-slate-refurb/
Veronica: Access this link, these are the current tariff we have now for Iphone5 32gb.
Helen: "Utkarsha: at 9:34:09 You do not need to repeat all as I'll explain everything to them and they can also view our chat. "
Helen: I understand you are trying to help me by offering options.
Veronica: I cannot view the tariff you listed above on our site, how much much upfront payment you made?
Helen: But as decided and confirmed with Utkarsha would like to stay on exactly same plan + black iphone5 instead of white. Have been on O2 chat for 1 hour now!! can we please get this done ??
Veronica: Helen, I am doing by best to help you, when you take a new order, you have to take it on O2 site.
Veronica: The deal has to be listed on our site to check start with the order.
Veronica: That is why I gave you the link to check the tariffs.
Helen: Yes Utkarsha and Lily before her, gave me those links and we discussed in detail of why I want to stay on original plan agreed between me and O2.
Veronica: I can understand that, but the tariff that you want is no longer there, our deals keep on changing.
Helen: And she agreed and confirmed a black phone would be shipped instead of white on same plans and authorize it before passing on to sales team.]
Helen: *he/she
Veronica: I am sorry, but when you change a phone color, you have to place it on a new contract. Also I the last agent informed your that your previous order has ended since the phone was out of stock for more that 3 weeks.
Veronica: That offer is over for that phone.
Veronica: It was for the Iphone5 32gb white only.
Veronica: The link I sent you now, is for the Iphone5 32gb refurb black phones.
Veronica: You have to choose the tariff as per the deal now for the phone color.
Helen: I am getting a feeling O2 is taking me for a spin. So talking with 2 other support staff before you had been in vain?
Veronica: I am really sorry for your inconvenience, if you want Iphone5 32gb black take it on the current offer listed for this phone on our site.
Veronica: For the the deal listed above, then choose this deal from the O2 site.
Veronica: You can go for £38 deal with just £39.99 upfront cost on a 24 months contract.
Veronica: Or If you want 1gb data it is for £33 with just £49.99 upfront
Veronica: £38 deal has 5gb data.
Helen: Veronica, you mentioned that you read through the previous chat. Is it that what Utkarsha said hasn't got any base or weight?
Helen: Have I been given mis-information by Utkarsha?
Veronica: Utkarsha, did not give you mis-information, but they are from service, they are not aware of the tariff change that occurs.
Veronica: Our deals keep on changing.
Veronica: You might have take the Iphone5 32gb white on another offer, today we have another offer.
Helen: "Utkarsha, did not give you mis-information, but they are from service, they are not aware of the tariff change that occurs."
Helen: Is that my fault?
Veronica: It is not your fault too, the issue is that the tariff that you want is no longer there, I can checked on this for you, I can offer you £23 credit on your second bill for this new order if you take it.
Veronica: This will be adjusted with the Airtime plan.
Veronica: Are you working or studying to check for discounts?
Helen: I understand you are trying to help me and leave a good experience of dealing with O2 customer service. I am sure you or some higher up would have the authority honour the contract I signed at the start of this month. Since i am happy to have the phone colour swapped to black(in stock) instead of white.
Veronica: The only difference in the deals is the GB you were getting 8gb before, but now you are getting 5gb. The monthly rate is still £38 with just £39.99 upfront. That is why I giving you the credit to help you.
Helen: and what is the phone plan?
Veronica: £38 is divided into (£23 Airtime plan + £15 phone plan)
Veronica: In your last order, the Airtime time was £28 and phone plan was £10
Helen: Phone Plan cost @ 0% APR on our Fixed Sum Loan Agreement (CCA) Total amount of 0% APR credit over 24 months (24 x £10.00) £240.00
Veronica: The total is the same, only the breakup is different, in the end you will pay £38 monthly.
Veronica: If you have taken the before order or this new one, you are paying £38 monthly including VAT.
Helen: Veronica, having explained to your other 2 previous colleauges would let you know again my rationale behind sticking to that plan. Since I am not sure how many minutes/data i would use i might change airtime later (which is the whole point of having o2 refresh). I want the phone cost to be lowest that is why i chose that particular contract. (24x10 + £29 upfront)
Veronica: I understood this, I checked all the tariff for iphone5 32gb, we do not have a phone plan of £10
Veronica: It is now £15
Helen: When i signed the contract, it was in stock. Have got 3 emails from o2 saying it will be delivered soon. Talked with customer support 3 times before today and assured It will be delivered in 2-3 days. And again Utkarsha confirmed before passing on to you that O2 will honour my previous airplan + phone plan.
Veronica: I really appreciate your patience with this.
Helen: thats right, I dont want to pay extra 5x24 for phone, but what i agreed in contract with O2 in first place.
Helen: unless you can offer me a discount on 5x24 on phone plan.
Helen: *new offered phone plan
Veronica: Would like to give you the same deal offered to you before, but when you take a new O2 contract order, you have to choose the tariff on the O2 site directly.

newbridge

Veronica: The tariff that you want is no longer there on our site.
Veronica: If I has the tariff you want, I would have given it to you right at the start.
Veronica: *If I had
Helen: right I got that, so can refund me the extra I would be paying on phone plane (i.e 5x24)
Helen: *can you
Veronica: I am sorry we cannot, I can give you a credit of £23 only.
Veronica: Are you working or studying to check for discounts?
Veronica: If you can get a discount, then it is 30% discount on the Airtime plan.
Helen: Let me ask this again: I have been on this live chat for almost 1.5 hrs now explaining same thing again and again. Being offered that original contract will be honoured and now you are saying that it cant be done. you accepted its not my fault and lack of communication/understanding between the customer card and sales department. Where do I stand ?
Helen: Is there anyone who has got any authorization to resolve a customer's query who has been eagerly waiting for 12 days to receive the product?
Veronica: Give me a moment.
Veronica: Thank you for waiting.
Helen: hope you have got some good news
Veronica: Helen, I checked with the manager, the only option now is to take the phone on the tariff that is on our site, there is no other way to get a new contract order online.
Veronica: You can try calling our phone support, check with them if they have any other offers.
Veronica: for online site order, the tariff is what is listed on our site.
Veronica: These tariff will keep on changing, also the stock will change.
Veronica: You might not even get this phone later too.
Helen: I am more worried about getting in contract with a company(O2) that cant honour its offers and staff giving mis-information and wrong assurance.
Veronica: They should have connected you to us before they cancelled your order to check the current deals.
Helen: But is that my fault? Shouldn't O2 accept responsibility and compensate accordingly.
Veronica: But Lilly has informed you that the deal was not there.
Veronica: *had
Helen: and Utkarsha assured I can stay on the same deal with black phone.
Veronica: Helen, Lily was from sales, she informed you the tariff that you will get now with the phone.
Helen: If I am talking to anyone on O2 live chat, how do I know if he/she has got any authority or not? For me everyone on here is a face representing O2.
Veronica: Helen, I can understand how you feel on this, thank you for your time and patience with this order. The only option is now to take the phone on the current tariff on our site.
Helen: Really disappointed with O2. Can you please provide me with complaint procedure.
Veronica: Helen, I will connect you to our service team, they will guide you on this.
Veronica: I will add the notes for them, why you want to complain.
Helen: please do
Veronica: Transferring chat to them, please stay online.
info: We’re putting you through to the right person, won’t be long.
info: You're through to 'Nadeem'
Nadeem: Hello, it's Nadeem here. What can I do for you?
Helen: Hi Nadeem, Its been 2 hours with CS and you are the 4th person I am talking. Has the previous person passed you any notes or shall I repeat myself again for 5th time?
Helen: *talking to
Nadeem: Let me read the previous conversation.
Nadeem: Give me a few minutes. Thanks.
Helen: are you still there?
Nadeem: Yes Helen.
Nadeem: I'm reading the above conversation.
Helen: okay
Nadeem: Thanks
Nadeem: Thanks for waiting Helen.
Nadeem: Please can you tell me the 4th & 5th character of your security answer?
Helen: TO
Helen: *to
Nadeem: Perfect.
Nadeem: I see your Order is cancelled successfully.
Nadeem: Are you looking to complain now?
Nadeem: I haven't heard from you for a while. Are you still there?
Helen: I only said 'yes' to cancelling my order after assurance and confirmation that O2 will send me black phone instead of white on Original Airplan and phone plan. But as soon as order was cancelled CS made a u-turn and said it cant be done. So yes I would like to complain about how mis-information was provided in addition of wasted time ( 13 days of waiting, 3 hours on livechat)
Nadeem: I can understand your frustration.
Nadeem: The address to complain is Complaint Review Service PO Box 302 Dunstable LU6 9GN
Nadeem: The Email is : ComplaintReviewService@o2.com.
Helen: okay thanks
Nadeem: Shall I transfer the chat to our Sales team who'll give you the new deals and Offers available?
Nadeem: You're welcome Helen.
Helen: no thanks, after current experience have got no intention of taking up any new deals ( hassle) from O2. Not your fault personally, but mere incompetence of a company as a whole.
Nadeem: I know how must be feeling.
Nadeem: But lets give a last try, they might also give you some credit as well.
Nadeem: You can just give the couple of minutes of yours.
Helen: Appreciate your effort. Dont think, any one has got any authority to resolve customer issues(apart from offering £25 on airtime credit on 24 month contract)
Nadeem: Helen, I see you've been on chat for more than 2 hours now and I'm sorry for the hassle you've gone through.
Helen: yes, not a great way to start weekend.
Nadeem: But lets check what best they can Offer. I'll leave the notes so that they can check it and offer you accordingly.
Nadeem: Shall I quickly transfer the chat to them?
Helen: Not sure I want waste another hour with them. They wont be able to honour what was assured in first place, so its better I go via complaint route.
Helen: *want to
Nadeem: You can definitely go for the complaint route however meanwhile you can give your last couple of minutes to see what Offers and deals they can offer(With any Credit/Discount available)
Nadeem: I'll highly recommend you to just check for your all the options.
Helen: no, thanks for your help.
Nadeem: You're welcome Helen.
Helen: do you think, you have got anyone there who has got actual authority to make changes apart from offering pre-scripted discounts?
Nadeem: I can assure you it won't take long to discuss.
Helen: Having read all the previous conversation, do you agree I have been given misinformation? to make me cancel the original contract.
Nadeem: Helen, you were not misinformed but the confusion was between chatting with Sales and Customer team.
Nadeem: Yes, our Sales team can offer the tariffs with discounts or credit.
Helen: But the confusion between those two team has lead to mis-information being provided to me.
Nadeem: Right.
Helen: And no one is ready to take responsibility and compensate for the mistakes made.
Nadeem: Our Sales team can offer the tariffs with discounts or credit as you've not received the phone on time.
Helen: I have been talking with them and what they have offered isnt in par with my original contract. So i wont waste mine and their time.
Nadeem: Being from a Customer service team I can't offer you anything because you don't have any contract with us at the moment.
Nadeem: After making a note on your account about this they might give you some offers which you'll be happy with.
Helen: See this is the clever trick o2 has played. That is making me cancel the original contract first.
Nadeem: But if you don't want to check your Offer, it is up to you.
Helen: I have had enough for today and will go via complaints route.
info: We'll email a copy of your chat transcript to Helen*****@******.com
Nadeem: You can do that, but if you'd have checked your options, that would've been nice.
Helen: As said before, they have tried but its not comparable to my original contract.
Nadeem: I know Helen.

DUTR

newbridge wrote: »

Recently been unfortunate to have deal with O2 customer service. Had ordered a phone before 13 days, assured 3 times by email and customer staff in between that the phone will be delivered. After lot of talking with 4 different people on their chat, got conned into cancelling original contract after assurance that I would be able to get another colour phone(in stock) on previous tariffs. Which were better than any current tariffs on their site.
But as soon as the original contract was cancelled they passed me to sales team who said it wasnt possible what was assured to me previously. What a bunch of cheaters!!
Then the customer service team tells me, they can't help me even if they wanted to because I dont have any valid contract.. It is a total disgrace for a big company like O2 having their customers dealt like this.

snip

In about 3 lines what is the summary of your moan? What did you have and what were you trying to get?

newbridge

-Reassuring 3 times in 15 days phone will be delivered but didnt.
-Since originally order white was out of stock, assured black will be provided on same airplan and phone plan. And that original order needs to be cancelled for placing the new(black) one.
-After cancellation, making a U-turn that I can't get black phone on original contract because it's not available online.

DUTR

newbridge wrote: »

-Reassuring 3 times in 15 days phone will be delivered but didnt.
-Since originally order white was out of stock, assured black will be provided on same airplan and phone plan. And that original order needs to be cancelled for placing the new(black) one.
-After cancellation, making a U-turn that I can't get black phone on original contract because it's not available online.

Thanks for that, it's still not clear, you must confess there is a lot in your 1st two posts to read through, what I'm asking was you hoping to upgrade from a basic handset to a high end phone for like £10/month with lots of airtime?
Sometimes some customers misunderstand the sales pitch then moan at the companies, at the end of the day they won't give anything away even if some subscribers think they had something for free
Sometimes you have to remain sceptical.

newbridge

Appreciate you trying to understand my post. Sorry about the long paste.

Basically I had ordered a new contract and accepted
Airplan : 28x24 = £672
Phoneplan : 10x24 =£240
upfront : £29
Total: £941

- They promised it would be delivered soon for 13 days then said today that the same offer wasnt available because white phone isnt in stock, but i can have a black one on different tariffs in 2 days.
- So I asked if I can have black on my original tariffs. After some talking was assured I can and asked me to cancel the original contract first before they can proceed with ordering black(on old tariff).