O2 customer service complaint

gemando

I had to get a new phone as I broke my old phone (by chucking it in the toilet...oops), so I went into the O2 shop to pay off my old contact and get a new water resistant phone. Whilst going through all the paper work the sales lady asked me if I wanted insurance. I said no. It had come up in conversation that I'd broken my old phone (I didnt specify how) so she decided to use that as ammo as to why I should take out £12/month insurance on this phone (which should be water and dust resistant, and I bought an apparently super tough case with which I can apparently drop the phone and it will be fine, therefore there's not much left to insure against). I could see her point, however she was extremely pushy about it, and kept reiterating how I'm essentially wasting the £200ish for paying off the contract and the upfront cost of the phone if I'd had insurance on my old phone, and how I'm going for the most expensive phone in the shop so should get insurance (I wanted a water resistant phone and they only had 3 to choose from, 2 of which were probably the most expensive in the shop. I told her that which briefly shut her up).

Basically she was being extremely pushy about the insurance and making me feel uncomfortable saying no to it, nevermind her rubbing in that I'm wasting the £200ish which was already a sore point. Is it worth complaining? O2's customer code of practice says "We’ll never pressure you to buy anything" and "We’ll always help you make the right decision even if that means missing out on a sale", and in my view she went against both of those. I'm not expecting to get anything out of it (although it would be nice).

(As for whether or not I need insurance, I just checked on protect my bubble and it quoted me £5.99pm, far cheaper than O2, so I definitely won't be going with theirs)

As an additional point, she also asked if I knew anyone in the NHS etc as I could get them to get a code to get X% off my phone bill. Is this even allowed? My understanding is that those sorts of discounts tend to be for that person only.

SeduLOUs

The guys in the store are on pretty tough sales targets, so it's expected that they would try to convince you to buy insurance and you seem to have managed to escape unscathed. It's one of the reasons I do these things online to avoid the sales talk as I don't enjoy the uncomfortable conversations.

Yes, you 'threw away' £200 on a new phone, so what? I'd rather spend £200 if and when my phone breaks than commit to £12 a month (or even £5.99) that I might never get back if I don't break another phone, plus your insurance probably wouldn't have covered you for water damage anyway.

I doubt you'd get anything out of it other than additional stress of dealing with the customer service agents, so personally I'd move on as you are unlikely to get a satisfactory result.

Did you get an Xperia Z2 by the way? Love mine

gemando

Last time I was asked for insurance I just had to say no once! I do wish I did it online, but oh well. She almost took the plastic films off for me! That would have been the final straw I think (I jest...mostly).

Well she said it covers "everything" but she doesn't work for the insurance company so I suspect there's sugar coating there. I'm usually good with phones too, and now I've hopefully covered myself with the things I'd be most likely to claim on anyway, especially as I work outdoors a lot.

True, unless they give me free insurance!!

I did indeed. Decided it would be better than the galaxy s5 as it's a sealed unit. Just need to get a wireless charger now... She did massively sap the new phone joy away though. I'm clawing it back gradually. I used the free headphones last night; they're brill!

mije1983

gemando wrote: »

As an additional point, she also asked if I knew anyone in the NHS etc as I could get them to get a code to get X% off my phone bill. Is this even allowed? My understanding is that those sorts of discounts tend to be for that person only.

I used to be able to get O2 discount with my old employer, and I was able to use it for myself and (I think) 5 others, be it friends or family.

gemando

mije1983 wrote: »

I used to be able to get O2 discount with my old employer, and I was able to use it for myself and (I think) 5 others, be it friends or family.

Irritatingly I know an NHS employee but he's my housemate and we've just got him kicked out. Pretty sure that's not the best terms to ask to use his discount code! Probably could have done but by this time I just wanted to get my phone and go.

gemando

Just checked, O2 open can only be used by the employee. "O2 Open can only be used by present employees of selected O2 corporate customers. O2 reserves the right to verify that those intending to use the scheme are employees of a company with a current corporate account." http://www.o2.co.uk/termsandconditions/rewards/o2-open-terms-and-conditions

According to https://forums.moneysavingexpert.com/discussion/3934271 this MSE thread there's loads of companies included, although the list is 2 years old now. I wonder if they can do it now after I've agreed to the contract etc. I suspect not. Unless I put this complaint in, cause I could also mention that she only said NHS and fire service. Depends if it's worth it. I think it saved about a fiver a month.

The FAQs say: "The O2 Open code can be used within 28 days of taking a new agreement from O2." https://o2open.co.uk/O2Open/servlets/ShowFAQ

Sparx

Of course you can use it for Friends & Family. It means the scheme is to be used by the eligible code holders, but the actual customer doesn't have to be them. Otherwise why would it continue to say you can get up to 6 codes to use? Who the hell takes out 6 phone contracts out for themselves every a year??

gemando

Sparx wrote: »

Of course you can use it for Friends & Family. It means the scheme is to be used by the eligible code holders, but the actual customer doesn't have to be them. Otherwise why would it continue to say you can get up to 6 codes to use? Who the hell takes out 6 phone contracts out for themselves every a year??

I know that now! I didn't realise you got 6 codes. I was thinking of the NHS food shops where you have to be the employee (although there are ways around it I'm sure).

mije1983

I wouldn't bother complaining about the fact she didn't tell you all the companies that are eligible. As you said there are loads, and you would have been in the shop even longer if she had to reel them all off to you

Sparx wrote: »

Who the hell takes out 6 phone contracts out for themselves every a year??

Doesn't have to be contracts. I may have imagined it (it was 2 or 3 years ago, and I never used it for myself, only family members), but I'm sure there was also a discount on accessories?

gemando

mije1983 wrote: »

I wouldn't bother complaining about the fact she didn't tell you all the companies that are eligible. As you said there are loads, and you would have been in the shop even longer if she had to reel them all off to you

Yeah and then I'd be sat here moaning about that!

mije1983

Not sure how up to date this is but it may help

https://o2open.co.uk/O2Open/servlets/ShowFAQ