O2 New Retention Tariff Discount 500 / Discount 750

Sneaker

O2 employee can you help please

I've just phoned O2. I have an online 100 tariff for £25.00 for 500 texts and 100 anytime minutes. I want to upgrade to the Sony K800, I'm happy with this tariff but want the Sony K800 for free and the line rental cheaper as Orange seem to be offering the following:

FREE Sony Ericsson K800i. 200 anytime any network minutes and 50 off peak own network minutes with 6 months FREE line rental

75 SMS per month, 12 month contract. Standard line rental £30.00 per month.

This works out at £15 a month.

The lady said that due to my tariff i could only be offered certain phones and the K800 isn't one of them, I asked for my PAC and she transferred me. The lady then asked why I wanted to leave so I told her the above and she said that she couldn't offer me that phone but could the 610 and lower my tariff. I told her that I wanted the K800 so she said she send my PAC.

Has anyone got this as an upgrade. I am willing to leave but would rather go to Voda than Orange, any deals with them.

Help please.

Thanks

o2employee

neiljo34 wrote:

Hi employee, I would welcome some advice as Im Pulling my hair out. Im currently an o2 online customer paying £20 per month. My usual spend is about £21 - £22 per month (although sometimes just the £20). I have been on my existing tariff for several years and I now desperately need a new handset (at least comparable to the 6230 I have or better) and would particularly like the 6233. I see a deal to new customers on the web site for £25 (18 months on online 100) giving 150 any network minutes and 750 texts with a 6233 handset and free bluetooth headset. I have spoken to upgrades and retention and emailed o2 but they will not give me this deal as I need to keep my existing order. They say my previous spend is not high enough but I am wanting to upgrade to the £25 tariff over 18 months (which is the deal to new customers). Is there anyone who could sort this for me or is my only option to request my PAC code (I assume no charge) and get a similar deal with a different provider and move my number across. It seems bizarre to me that I could start again with a new number and get this deal with no billing history at all but I cant get it as an upgrade to stay with 02?
Any advice or suggestions would be very gratefully received.

Thanks in advance,

Neil

I've said previously that sometimes we cannot match what the Online Acquisitions team are able to do.
The Nokia 6233 does NOT come with a FOC BT Headset from Upgrades or Retention. This is unlikely to change. If a customer was to come through and spend a fortune, they might just throw one in.
If you spend is less than £20 then it should be alright and they'll put a deal together for you.
To me, there shouldn't be a problem putting you on the 18 month option with a FOC 6233, but you are unlikely to get a FOC BT Headset.

Another case of offers for new customers being better than those for existing customers. As I've said, this is not down to Retention not wanting to give it, its Online new business acquisition being so strong!
You can try for the headset but it's unlikely!

neiljo34

Thanks o2 employee. I will try again just for the phone. Didnt even get offered that before. Many thanks, Neil

seaniboy

thanks o2employee seems you confirmed my worst fears, i need like no minutes ( or minimal ) and loads of texts - Orange must kick o2's !!!! providing a high text only contract as I know no other network looks after deaf customers and takes them into thier equation when thinking about tariff structure.....

disability - only seems to be Orange who understand " ability "

Funny when you think that o2 pioneered the high text bundle in the UK, for Orange to come in and flounce all thier high usuage hearing impaired customers onto contracts - & still years later o2 is still not taking them on !!!! A text between networks is more profitable to the outgoing network than a minute due to incoming termination charges the margin of loss is far lesser, thats why nowadays talk and text are bundled, minutes costa much more revenue.
The word......erm sorry "text " in the deaf community is Orange contracts all the way - I hope you catch up sometime o2, until then my only remaining o2 contract is going Orange, text only £25 with 550x mins for £10 more! o2 -ciao

infiniti

hello again would like either o2 employee or tedrick comment on the following:

i've been told there are 2 retentions departments - inbound and outbound - that have different capabilities in terms of offers they can give, it is my understanding that outbound can offer better deals and that their matrix has lower thresholds. Is this true and if so is there any way to go through to a outbound agent by phoning in (special number, extension etc or by emailing peter???)

Also it is my own assumption that you work on a monthly basis in retentions in terms of targets so if I threatened to leave at the beginning of the month I could receive a worse offer to stay than towards the end of the month as the representative is trying to meet his/her target. Again is this true?

many thanks again for all your help guys

o2employee

There are not necessarily two Retention teams (outbound and inbound) although I have heard that they have done work in the past.
It is an ad hoc group they set up every now and then, it's impossible for me to even tell you where they're based, when they work etc and I work there!

In terms of montly basis, it's like ANY sales job. There comes a point at the end of the month, and we have to save, say 80% of our customers, and you might be on 85% as an advisor, and a customer comes through wanting a really expensive phone and you are close to your subsidy target, then you are more willing to let them disconnect then you are to let them have an expensive phone.

The message I aint trying to convey through out this is all is this...
It doesnt make a difference when you ring
It doesnt make a difference if you email or ring someone higher
It doesnt make a difference if Orange or TMobile do it
It doesnt make a difference if you've been with us for 5 years and have never missed a payment...
If we can't do it, we can't do it.
If we can save you and give you a better deal, then we will do it.
Don't think that we WANT you to leave, or that we have a range of FANTASTIC deals that we offer on the last day of every month.

There comes a point when a customer isn't worth saving.

Sneaker - if you spend £25 a month, then the cheapest you are going to get the K800i for is £79.99. Now that's the bottom line.
We can get you a better tariff etc, but the handset is that price. Regardless.
Again, that 6 months free line rental is from a Dealership or 3rd party company via cashback. It's is out of their own pocket that they give you the 6 months free line rental.
But bear this in mind.

The handset is worth £250 - and despite popular belief, we DO pay that much for them despite being bought in bulk - the manufacturers KNOW that they are high demand and can charge WHATEVER they want for them. It is only when the handsets lose desireability that they drop their prices so we can shift them for them!!!
So if the K800i is £250, and you are spending £30 for 6 months, then that's £180 the network gets off you.
We are a 'for profit' organisation. Im afraid there comes a point when customers ask for too much!

Charltonfan1 - just threatening to leave doesn't work anymore.
Like I said above, there comes a time when a customer asks for too much and we'd rather let them go.

Seaniboy - you're right. Orange are the only people who do text only packages. There is a relatively low demand for them, but definitely a market for them, especially for those with hearing impairment. I'm sorry to hear that we don't do something to match you're requirements.
That's not to suggest that a letter to O2 with your requests might not yield results, but it might be too much hassle hahaha.

bigdavieh

I just phoned up today for my yearly renewal. I used to be on the Online Off Peak 500 tariff @ £25/month until last year when I rang to cancel and I got the Online 400 tariff @£45/month for £30 and a free handset upgrade.

Anyway, I phoned up as that deal was about to run out and I wanted a new phone to be told I couldn't carry on getting that contract for £30 and the only phones offered to me for free were pretty old and rubbish. When I asked about paying to get a better phone I was told point blank they didn't offer me any others, regardless of whether I paid for them or not.

So, I said I would think about it, phoned cancellations/retention five minutes later and said I was leaving as I didn't want to have to start paying more line rental for the same service and wasn't happy with the phones offered and I'm now getting a contract of 500 anytime cross-net minutes and 900 texts for £20 and a free Nokia 6233 to boot. I din't even push for that - I would have been happy staying with the current contract and just getting a new phone!

2makeit

I can't change my tariff until 6 months in.
-£35/month 400mins xnetwork, 100 txts
-free calls Sat/Sun/Mon(2000/month) only 6 months
-£75 credit
- no new phone

can't get out of this contract unless i pay line rental for the rest of the contract.

-
didn't get much of a choice:mad:

DesG

I just rang up Customer Services to request my PAC on 2 contracts and they didn't pass me through to retentions, just said that they would send out the PAC's.

Looks like it is time for the cashback route this year.

One thing I did find strange is the customer service numbers on the 2 bills are different 0870 586 0860 and 0870 444 3333.

Cheers, Des.

o2employee

Des
You probably have a contract ran by a 3rd party - Carphone Warehouse etc.
You WILL have spoke to Retention to get your PAC code.
One of two things:
You arent getting your PAC codes lol
You have a contract with someone else who uses O2 but they dont try and retain customers. I dont know