02 Retentions thread 2

Ashok_2

I had a contract with e2save through which I was being paid £99.03 cashback on month 6, 8 , 10 and 12, and when I called O2 to upgrade I checked to see that my tariff would not change over until after month 12 so it wouldn't affect my cashback and I was assured that it would only commence after month 12, at the end of my contract, but, I received month 12's bill and the new tariff was applied. I immediately called O2 and as told that someone would check the call and get back to me within a couple of days. One week later, today, I had received no response so called again. I was told that the call was not logged and a team leader said there was nothing he could do now.

Does anyone know where I can escalate my complaint, as this really is unacceptable, and I am about to lose £99!

Money_Grabber13579

lilstrum wrote: »

Yea this is true, I would be happy with it if a) she'd told me it was refurb in the first place (I'm fairly certain she didn't) and b) if it had all the accessories with it - what on earth am I meant to do with a smartphone with a 1gb memory card and NO data cable? rubbish.

Anyway spoken to the o2 lady - its quite shambolic the way o2 operate to be honest. Was evident fairly early on that im not going to get a new one (not yet anyway ) but their going to swap it for another refurb kit tomorrow.
By the way my invoice does say 'Nokia 5800 3G Red Grade A FULL KIT' which indicates it is a refurb but also has full kit.

She also said sales are told categorically that refurb kits have all the accessories (she used her mate getting a refurb iphone as an example), so I asked if I could keep swapping until I get one with all the kit and she sort of laughed and said she suppossed so. I might just do that until they either get lucky and I get one with all the bits or they get bored of me and send me a new one.

If you're willing to pay more per month and get a new one, I'm pretty sure you could re-negotiate your deal. Provided you're still within 14 days of course. Other than that, they don't come with a data cable, it just works by USB and memory cards are really cheap anyway! But I see what your saying, if it's supposed to be in the box to begin with, then there's no reason why they shouldn't give it to you! The only thing with swapping is that you'll have to do without your phone between the time you send it off and they send you the replacement.

Money_Grabber13579

Ashok wrote: »

I had a contract with e2save through which I was being paid £99.03 cashback on month 6, 8 , 10 and 12, and when I called O2 to upgrade I checked to see that my tariff would not change over until after month 12 so it wouldn't affect my cashback and I was assured that it would only commence after month 12, at the end of my contract, but, I received month 12's bill and the new tariff was applied. I immediately called O2 and as told that someone would check the call and get back to me within a couple of days. One week later, today, I had received no response so called again. I was told that the call was not logged and a team leader said there was nothing he could do now.

Does anyone know where I can escalate my complaint, as this really is unacceptable, and I am about to lose £99!

When you upgrade, you are upgraded there and then. There's no waiting about, however the month that was left on your contract will simply be added on to the new contract. That's what they will have meant. You would have needed to have waited until the last day of your contract before upgrading. This will also be written into your e2save contract I'm sure.

It happens all the time when people take out cashback deals and don't read the small print.

RichyRich

I called today and got the following:

Blackburry 8900 Curve
600 mins
1000 texts
Unltd Blackberry Bolt-on
£20 pcm inc VAT

I'm reasonably pleased with that (18 month contract), he kept trying to get me to get different phones like Nokias and Samsungs, but I pressed and said the only Nokia I was interested in was an N96 and otherwise it was a Blackberry or an iPhone. He said the N96 or iPhone was out of the question unless I was willing to pay full whack, he tried a few other phones, then succumbed to the Blackberry 8900 Curve.

No threats to leave, no requests for my PAC. I was honest and told him I hadn't really looked around at deals and if the right deal was on the table then I'd look to agree today. And it worked.

Thanks everyone for all your help & advice.

lilstrum

Money_Grabber13579 wrote: »

If you're willing to pay more per month and get a new one, I'm pretty sure you could re-negotiate your deal. Provided you're still within 14 days of course. Other than that, they don't come with a data cable, it just works by USB and memory cards are really cheap anyway! But I see what your saying, if it's supposed to be in the box to begin with, then there's no reason why they shouldn't give it to you! The only thing with swapping is that you'll have to do without your phone between the time you send it off and they send you the replacement.

Yea I know there cheap but the main point is that I was wasn't told and she agreed with me there and also on the invoice it does say 'Full kit' which she also agreed means all accessories. So we will see what arrives tomorrow. Also the swapping happens on the doorstep as it were - they send a new one and take the old one away.

I still fathom to work out the way o2 work - sales are told refurbs come with all accessories but have no way of finding out whats in each individual box. And fare enough phones are returned but where on earth do all the accessories go, do people who return the phone pinch them, go missing somewhere at o2? it baffles me

Money_Grabber13579

lilstrum wrote: »

Yea I know there cheap but the main point is that I was wasn't told and she agreed with me there and also on the invoice it does say 'Full kit' which she also agreed means all accessories. So we will see what arrives tomorrow. Also the swapping happens on the doorstep as it were - they send a new one and take the old one away.

I still fathom to work out the way o2 work - sales are told refurbs come with all accessories but have no way of finding out whats in each individual box. And fare enough phones are returned but where on earth do all the accessories go, do people who return the phone pinch them, go missing somewhere at o2? it baffles me

Yea the "not telling the full facts" happens quite a bit! I got put on a 24 month contract when I thought it was 18, so I just cancelled it. Didn't realise that they come to collect the old one - I just had to send mine off in the post!

And I imagine people just pinch the stuff hoping it'll never be noticed!

ronanmagee

Retained today,
SE C902 new with accessories
£15 pm for 18mths
400mins
1000texts
inclusive o2-o2
Data capped @ £1 per day

lilstrum

Money_Grabber13579 wrote: »

Yea the "not telling the full facts" happens quite a bit! I got put on a 24 month contract when I thought it was 18, so I just cancelled it. Didn't realise that they come to collect the old one - I just had to send mine off in the post!

And I imagine people just pinch the stuff hoping it'll never be noticed!

Yea, perhaps I shouldn't have put so much faith in a phone company I suppose, I dread to think what the written confirmation of my contract may say :undecided

toothpick

tarajayne wrote: »

I finally got a deal I wanted,

400 mins
1000 texts
SE T700
Unlimited O2-O2
£150 cashback
£15 month

Got the contract in writing today and double checked it was all there.

woah thats 6.67 a month! bargin! with a phone too!

how hard did you have to bargin?

katy-lou

do the phones come next day delivery?