02 Retentions thread 2

Rev

I'm sure there's a lot more advice in the o2 retentions thread so you should check that.

Did you mention the orange deal when you called? If I were you I'd call and ask for my pac code when my upgrade is due, you're usually put through to retentions then, they'll ask you why you want to leave. Then tell them you've spoken to them previously about the handset and aren't prepared to pay that price for it. Mention the orange deal and tell them you're going for that instead.

Usually they'll try and come up with a deal to keep you. Don't mention you're prepared to pay up to £49.99 for the phone, just see what they come up with. Worst thing that happens is they'll say okay you can have your pac and you call back a few days later and say you've changed your mind, that is if you don't actually want to leave.

I'm interested in what they offer you as I'm wanting to upgrade to this handset myself when my contract runs out in a few months.

johng_uk

Revs' advice is good mate.

Have a look in the 02 retentions thread. I recently got the LG Viewty on £15pm for 200mins 400txts and free handset.

It took 5 phone calls and some research but was worth the wait.

Rev

johng_uk, Can I ask how you go about requesting a deal when you call multiple times? Do you call and ask for you pac first time, or call, see what they offer and tell them you'll go away and think about it? Then call back and say no thanks and see what they come up with then?

I've only ever called the once, maybe twice. I know I could have gotten a much better deal last year but at the time I settled as I had too much on to research a better deal.

Rev

Also, just noticed this deal on mobileshop.com

http://www.mobileshop.com/mobile-phones/t-mobile/contract-mobile-phones/sony-ericsson-c902-black.php/M4EUK00209793

Phone is free, line rental is £15 for first 6 months and £30 after. I know a lot of people can't be bothered with cash back contracts, I'm suggesting it as it's a good deal to mention to o2 when trying to bargain down the price of the handset.

charltonfan1

Rev wrote: »

Also, just noticed this deal on mobileshop.com

http://www.mobileshop.com/mobile-phones/t-mobile/contract-mobile-phones/sony-ericsson-c902-black.php/M4EUK00209793

Phone is free, line rental is £15 for first 6 months and £30 after. I know a lot of people can't be bothered with cash back contracts, I'm suggesting it as it's a good deal to mention to o2 when trying to bargain down the price of the handset.

On that link the offer metions £175 off and 5 months free line rental but when you click "Buy Now" it takes you to mobiles.co.uk and is for the W380i instead.

Confusing!

jon200

I don't really want to leave, just out of pure easyness really, but i'm quite prepared to if they don't offer me a decent deal.

I'll post on here on 19th July, when i've phoned to actually order my upgrade so you can see how i got on.

Rev wrote: »

Usually they'll try and come up with a deal to keep you. Don't mention you're prepared to pay up to £49.99 for the phone, just see what they come up with. Worst thing that happens is they'll say okay you can have your pac and you call back a few days later and say you've changed your mind, that is if you don't actually want to leave.

I'm interested in what they offer you as I'm wanting to upgrade to this handset myself when my contract runs out in a few months.

MoneyMagician

I've just agreed a great retention deal on my existing 02 contract and though I would share my tale in the hope of inspring you to haggle/stick to your guns when you negotiate your contract renewal.

My package: o2 Leisuretime (no longer offered to new customers) - 2500 off peak mins a month, 250 text, 1Mb of download - £25 per month

As I only use my phone for evening and weekend calls to speak to friends and family, I knew what I wanted before I rang up. My package was fine (I use nearly all my mins and texts each month) and my phone (Sony Erikkson) is in good nick so I didn't need a new one.

With this in mind my plan was to go to cashback offer and for another 18 month contract.

Phone call 1 (22 minutes):

I rang the freephone O2 retentions number (0800 028 8151) and spoke to a guy called Stuart. After the usual preliminaries he offered my £50 cashback to stay with o2. I quoted him the offers other posters on here had received and that was quickly increased to £100 ("the best he could do").

After much pressing of his "best" offer he reached £150, saying that it used to be £180, but that was withdrawn because o2 rentions were giving too many of these away. He said I could take it or leave it. I offered to think about it, took not of his name and his works number (five digits) and said I would give him a call when I had had a think. I asked him to place a note on my file with the offer (£150) that he had made.

Phone call 2 (27 minutes):

12 days had passed since my original phone call.

During this time I had received on average 2 calls a day to my mobile from o2 (from their 0845 number). I had deliberately ignored these as I wanted to do this renewal on my terms.

I got home from work, relaxed for a bit, had a shower and then rang them at 19.15, they close at 8pm, so enough time I thought to haggle a good deal.

I was placed through this time to Michela. I tried asking for Stuart who I spoke too previously however he was off shift, however all my call notes were on my file from my earlier call. Recapping my original phone call, I was told that indeed £150 was the best offer they could do.

At this point I started using my comparisons that I'd dug out in advance of my call - I could upgrade on my existing package to a Blackberry 8310 (£275 on the open market per google) or other similar phones. When I asked why I couldn't have the £275 as cash instead of the phone I was told it was not "company policy to be capped at £150". After a few long silences, Michela offered to put me through to an adviser who might be able to help.

I was put through to Charles who sounded to be in a different, much busier call centre. He was quick to move on to my usage, package, phone and cost per month. I told him I just wanted cashback and although I though the o2 customer service was good, there was no way I would let them charge me for that - I'd prefer to go somewhere else.

Straight away he offered me £10 line rental for 15 months AND £150 cash back on top. I asked him to email me a confirm which he did from his personal works email which I received seconds after the end of my call. The department he is in is called "Select Retention" but I don't think I am special - I was just prepared to push and push for the best offer I could get.

The extra haggling has saved me £300 on what would have been a £450 contract (£25 p/m *18). That's 66.67% off and brings my monthly cost down to £8.33 per month!

MORAL:

Decide in advance what you want out of your renewal - you only get one go at this every 18 months - make it count!

Don't be scared to haggle with these guys. Find out what is on offer, make a note and then walk away the first time.

Go back on the second call on your terms having ignored their attempts to call you. Then ask to speak to Select Retention - don't be scared to say you'll leave if you don't get what is on offer and if you don't get what you want try thinking about it again, leaving similar time before your third call.

Martin Lewis is an inspiration and through this website, he's just helped me save £300!

Thanks Martin!

chrispyphillips

Ladies/Gents

There seem to be a few people getting some good deals around here. Heres hoping for when I change my contract next month.

Quick question. I've been looking around the cashback websites, and am looking to get the Nokia N95 8GB. I dont want to spend more than £30 a month, and dont even mind an 18 month contract. I can find some great deals on places like dialaphone mainly and some at e2save, but wonder whether these can be used as bargaining tools against O2. I mean, yes, at the end of 18 months, it will be as if I paid £22.50 a month for my contract, but the reality is I pay £35 a month, the the rest is claimed at the end of a one or three month period. Does this wash with O2 in peoples experience? Will they listen to you if you go "I can get this phone for free, on your tariff, for £12.50 less a month. Can you give it to me now or I go?" Will they research this or take you on your word?

July 11th will be interesting....:rolleyes:

shaggy

chrispyphillips wrote: »

Ladies/Gents

There seem to be a few people getting some good deals around here. Heres hoping for when I change my contract next month.

Quick question. I've been looking around the cashback websites, and am looking to get the Nokia N95 8GB. I dont want to spend more than £30 a month, and dont even mind an 18 month contract. I can find some great deals on places like dialaphone mainly and some at e2save, but wonder whether these can be used as bargaining tools against O2. I mean, yes, at the end of 18 months, it will be as if I paid £22.50 a month for my contract, but the reality is I pay £35 a month, the the rest is claimed at the end of a one or three month period. Does this wash with O2 in peoples experience? Will they listen to you if you go "I can get this phone for free, on your tariff, for £12.50 less a month. Can you give it to me now or I go?" Will they research this or take you on your word?

July 11th will be interesting....:rolleyes:

sometimes they want to know where youve seen the deal.

Phones 4 U are doing 11 month free deals on cashback on 12 month contracts .. go to their web site and click on 'Amazing Deals' icon on the middle right hand side of the page.

Worked wonders when I got my deal - £20 a month 400 minx 1000 txts over 12 months and free C902... although i was told this evening when i called back to take the deal, initially they 'couldnt find any details of the deal being offered'... when eventually it was found apparently they werent supposed to offer it to me

I still want free data on top of this though... on a 12 month contract LOL

Loose_Cannon

Just had a superb result with O2. I've been a customer of theirs for nearly 9 years, right back when they were still BTCellnet, so I had some good leverage.

I was on the O2 400 contract, which gave me 400 minutes and 100 texts for £30/month, so I used the 3 Mix-and-Match 500 as the nearest comparator which costs £18/month. Had I moved to 3, I would also have bought their Internet Max add-on, which gives unlimited data for £5/month, for a grand total of £23/month.

So I called O2 and just immediately asked for a PAC code. Of course, they put me through to retentions, who asked what deal I was looking at elsewhere and why I felt it suited my usage better. I described the 3 deal to the chap on the phone, and said that I typically underused my minutes but exceeded my text allowance, and the ability to interchange these on the 3 deal was appealing. I've also been travelling a lot more with work lately, so have been stung a bit on some international call costs and mentioned this too.

Anyway, without too much effort on my part, I was offered a new deal of 600 minutes, 500 texts, unlimited data usage and cheap international roaming calls all for £20 month. They're sending me a new phone too, a Nokia 6500 (I got a Samsung last time, and have pretty much hated it ever since - I'm going back to Nokias forever!).

Well done O2 - customer retained!