02 Retentions thread 2

pixiechick_2

Thanks for that emeraldbugle.

My argument is that if they'd contacted me as promised before my upgrade was due then I would have got a good deal. As it is, they've taken my money and now don't want to know.

I think part of my problem is that I want the minutes rather than the texts. I only had 200 texts per month on my last contract and I didn't use them all - ever - so 1000 texts or unlimited texts are no use to me. I'm also not bothered about a 'fancy' phone.

redkitty_3

I just want to say that I have just ordered my new phone and will officially be LEAVING o2 in a matter of days! :beer:
I'm getting a phone I actually want, free on a 12 (yes, 12) month contract via dialaphone, who are giving £80 cashback and then another £40 cashback as I went through cashbackkings, plus I'm selling my current phone for £140, so all in all the £45 a month dwindles down to £23, which is cheaper than my last o2 retention deal 20 months ago....

The last time I called o2 for my PAC code the guy just tried to pressurise me into buying an iPhone - great strategy! Newsflash - not everyone wants an iPhone! I *really* think there's not much point in staying with o2 if you're after a nice new handset or even a decent retention offer. There's not much chance you'll get it. Better off shopping around some independent websites for better deals and then being smart with cashback offers I think. I'm ecstatic right now, hehe :j Goodbye o2 & good riddance!

jcarter3

just got off the phone having had an argument with o2 retentions,

firstly I rang to see if they could match a particular virgin deal, having came pretty close to doing that the lady offered me

£25 a month (although i believe they add VAT)
400 mins
unltd texts
unltd internet
unltd o2 to o2.

plus she said i could choose either the samsung tocco or pixon for free, however the system for upgrades was currently down, she said the offer would be logged and good for seven days.

2 days later (today) i rang to go ahead with the offer, having gone down to my not so local o2 shop to ask for a demonsration of both, and i chose the pixon as the camera would be great for my holiday and i wouldn't need to buy a digital camera.

the lady this time basically said the girl was wrong offer those terms, and there was no record of being offered the pixon, and they wern't prepared to offer it to me anymore.

They said they record calls at their call centre and they would honour it if they could track down the call, but it went through to a call centre elsewhere in the country and they wern't prepared to connect me to that callcenter. Therefore there was nothing they could do as i cant prove i was offered this.

Has anyone been through this sort of problem with o2 before where they have been offered something and then had it withdrawn by a different person?

thanks

joe

eljmayes

jcarter3 wrote: »

just got off the phone having had an argument with o2 retentions,

firstly I rang to see if they could match a particular virgin deal, having came pretty close to doing that the lady offered me

£25 a month (although i believe they add VAT)
400 mins
unltd texts
unltd internet
unltd o2 to o2.

plus she said i could choose either the samsung tocco or pixon for free, however the system for upgrades was currently down, she said the offer would be logged and good for seven days.

2 days later (today) i rang to go ahead with the offer, having gone down to my not so local o2 shop to ask for a demonsration of both, and i chose the pixon as the camera would be great for my holiday and i wouldn't need to buy a digital camera.

the lady this time basically said the girl was wrong offer those terms, and there was no record of being offered the pixon, and they wern't prepared to offer it to me anymore.

They said they record calls at their call centre and they would honour it if they could track down the call, but it went through to a call centre elsewhere in the country and they wern't prepared to connect me to that callcenter. Therefore there was nothing they could do as i cant prove i was offered this.

Has anyone been through this sort of problem with o2 before where they have been offered something and then had it withdrawn by a different person?

thanks

joe

This does happen quite a bit in my experience- some agents do have selected memory and don't record everything. The good news is that if the offer was made only a couple of days ago they really should honour it, keep ringing up and try to get an agent to take ownership of the upgrade.

jcarter3

hey thanks for the reply.

The problem is the only answer they give me is :

"it is not recorded that you were offered the samsung pixon and I cannot put this through for you"

they sound like a stuck record, and as I have no proof now that they offered me this they wont do anything, I asked to talk to a manager or someone more senior they said that there was nobody they could put me through to as the managers "don't take calls"

I am still fuming!

BBB

email [EMAIL="matthew.key@o2.com"]matthew.key@o2.com[/EMAIL] - chief exec and his customer relations team will get in touch with you.

jcarter3

Thanks, I have sent an email so awaiting reply.

Have you emailed this person before with a problem and had any success?

Joe

eljmayes

I have and they usually are decent- the recording issue really is a bit of a red herring, they should write everything down.

Jimx26

I had a similar issue a few months back due to a faulty 5800 that had been sent back 3 times and i was offered iphone instead when I phoned to order it they denied all knowledge and claimed I would never have been offered an iphone (although I was going onto the higher contract) I demanded they listen to the call and a few days later they called to confirm they found the call and honoured the deal,No apology though for calling me a liar.

jcarter3

Yes thats exactly my problem, its as if I have to wait to be told i wasn't lying, they never even offered to listen back to the call, I demanded they did but they said its unlikely they will be able to.

I sometimes wonder if this is just a stalling technique, why spend time tracking down an individual phone call when the phone they have back tracked on is only around £80 more expensive.

feels very insulting to go through this having already had two previous contracts with o2.