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New mobile now cheaper
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bob_loblaw
13-12-2005
Hello everyone, I ordered a new mobile from O2 online on Saturday and it cost £79,99 with a £25 line rental.

The money was taken for it on Monday and I am expecting delivery of it tomorrow.

Tonight I went on to the website to check on the progress of my order and I saw the phone is now only £49,99. Should they refund £30 me if I complain? I know I have 14 days to return the phone so I could do that and get my money back then reorder it, but I shouldn't have to go to all that trouble should I?
belfast-biker
14-12-2005
Originally Posted by bob_loblaw:
“Hello everyone, I ordered a new mobile from O2 online on Saturday and it cost £79,99 with a £25 line rental.

The money was taken for it on Monday and I am expecting delivery of it tomorrow.

Tonight I went on to the website to check on the progress of my order and I saw the phone is now only £49,99. Should they refund £30 me if I complain? I know I have 14 days to return the phone so I could do that and get my money back then reorder it, but I shouldn't have to go to all that trouble should I?”



If it was my shop, and the handset is within the cooling off period, we'd simply give you back the difference. An ecstatic vocal customer is worth more than thirty quid + a vocal pïssed off customer.

Unhappy customers are to avoided at all reasonable costs, because if the shop is lucky, they complain to the shop - if not lucky, they complain to maybe ten of their friends...

Perhaps if you get nowhere, you could ask for the manager and put it in these terms.
muffin789
14-12-2005
Good piece of advice there - that's exactly what I'd do if I were you (in fact I recently DID do this over a Razr V3 and got the result I wanted).
high_on_candy
14-12-2005
Ask them if they say no ring back say you want to send it back. Its a lot of difference
bob_loblaw
14-12-2005
Well I have just got off the phone with O2 and they said that I bought it at £79.99 and that's what I have to pay. They said I can return it within 14 days and then re order it for the £49.99 price.

I've been with O2 for nearly 5 years and I'm fond of the network, however I don't think that is good customer service - I'm loosing out in terms of time and they'll lose out financially.

I'm really having second thoughts about whether I want this phone now.
muffin789
14-12-2005
Well that's just madness! Talk about poor customer relations! I think I'd feel the same way you do, and would tell them to poke their phone. Although I might also be tempted to call back and speak to a customer services manager and have another try - I'm a persistent b*gger!

I had a similar type of thing with Telewest when I joined - signed up for one price, then a week later the same package was nearly a fiver cheaper. It toook me 3 phonecalls, threats to cancel and all sorts, but I did eventually get through to someone who talked sense and gave me the new package price.

Persistencxe does pay off, but you do have to ask yourself if the phone is really worth it.
sc0ttish
14-12-2005
Have they sent the order?

If not i would call this number 0800 0288151 and tell them to cancel the order and explain that you've got a better deal from vodaphone or orange.
bob_loblaw
14-12-2005
Originally Posted by sc0ttish:
“Have they sent the order?

If not i would call this number 0800 0288151 and tell them to cancel the order and explain that you've got a better deal from vodaphone or orange.”

No I haven't received anything yet apart from a bill for my first month in advance!!

I think it should be delivered today. I've had an O2 phone before and inside there is a note with a number on it to call if you want to return, maybe when I explain to them why I am returning the phone they will have another think about it.

It's really not fair as it was supposed to be next day delivery and I chose Monday (because I ordered on Saturday) so not only are they late with it, but someone who ordered after me and could well have received their phone yesterday saves £30.
poppasmurf
14-12-2005
Threaten to return it and say you'll sign up with a.n.other phone company unless they offer you a refund. It's plain bad customer service on o2's part if they don't.
muffin789
14-12-2005
Originally Posted by bob_loblaw:
“No I haven't received anything yet apart from a bill for my first month in advance!!

I think it should be delivered today. I've had an O2 phone before and inside there is a note with a number on it to call if you want to return, maybe when I explain to them why I am returning the phone they will have another think about it.

It's really not fair as it was supposed to be next day delivery and I chose Monday (because I ordered on Saturday) so not only are they late with it, but someone who ordered after me and could well have received their phone yesterday saves £30.”

So if it's not here today, which is 2 days after it was supposed to be delivered, I really would phone them and tell them you want to cancel. Not only have they let you down on delivery (which could potenmtially have cost you wages if you'd had it delivered to your home and had to take time off work to wait in for it, if you only get paid for the hours you work - hypothetically), but they have also increased the pricce between you ordering it and actually getting it.

I would be making all sorts of "dissatisfied customer" noises and making sure that you either get a really good deal or make it clear why you won't be using their service.

Grrrr. Bad customer service really makes me angry - and this is a provider I've only just signed up to myself! If I have any problems with them I'll make sure I record every last detail!!!!
bob_loblaw
14-12-2005
I phoned up the people delivering (DHL) and they told me it was driven about my town all day and returned to a neighbouring town undelivered - the reason? They don't know.

Someone was in all day waiting for this. I phoned O2 to ask if I could cancel and they said I have to wait in and refuse delivery and it will then be returned to them and I will be refunded. They are far from interested in offering me the same £49.99 price that everyone else is getting and don't seem to care that I'm running around in circles.

I'm definately not going to sign up to O2 again I'm going to wait and see what Vodafone have to offer after christmas.
jaybee24uk
14-12-2005
Prices go up and down all day. You saw the item, paid the agreed price, 02 have done nothing wrong.

It doesn't matter if the price change 1hour or 1 year after you purchase the item, you made an agreement to pay that price.

However.... Most firms have a 14 day refund policy in place, and you could return it and re buy it there and then? We did this last year at Next bought clothing the week before xmas, and took them back and repurchased them at the sale price
bob_loblaw
14-12-2005
I know they haven't done anything wrong, apart from not delivering my mobile when they should have.

But it doesn't make sense to me that they'd rather incur more charges from their courier company, waste all that time and information in setting up my account and lose my custom rather than offer me the same price they are offering others.

I mean for gods sake I haven't even received my phone yet!

I can get my money back and reorder at the £49.99 price - all I'd lose is time (and confidence in the company), but they'd have to redeliver another mobile, do whatever they do with returned mobiles, close my old account and set up a new account and still I'd be paying £49.99.

I know which is the sensible procedure.
poppasmurf
14-12-2005
Did you know that, legally, if O2 promised delivery on a certain day and you waited in all day and it didn't arrive, you are legally entitled to claim from them any costs you have incurred - loss of wages, heating the house, etc, etc. Don't believe me - check with trading standards!!!
belfast-biker
14-12-2005
Originally Posted by poppasmurf:
“Did you know that, legally, if O2 promised delivery on a certain day and you waited in all day and it didn't arrive, you are legally entitled to claim from them any costs you have incurred - loss of wages, heating the house, etc, etc. Don't believe me - check with trading standards!!! ”



Sounds like about oh, thirty quid to me...
belfast-biker
14-12-2005
Originally Posted by jaybee24uk:
“Prices go up and down all day. You saw the item, paid the agreed price, 02 have done nothing wrong.

It doesn't matter if the price change 1hour or 1 year after you purchase the item, you made an agreement to pay that price.”



That's all well and good jaybee... if you're the sort of company that prides yourself on just getting by with "doing nothing wrong"...

I much prefer companies I deal with to go the extra mile for me, their best asset.

O2 should be grateful to the OP for giving them a chance to create a fair bit of goodwill for very little cost.

I'm a customer, and I'm king. The company that forgets that loses.
bob_loblaw
14-12-2005
Well I work in customer service, so I'm not going to scream and shout at someone for £30.

As someone said, if they are not willing to go the extra mile (although I don't see it as going the extra mile at all I think it's only fair to give me what someone else who got their phone before me gets) then it's not the sort of company I want to be with.

I'll wait until after christmas and buy from vodafone.
Garyo2
15-12-2005
Give them a call back and try again.

If they do not do this ask for their name and extension number and also to speak to their manager.

If their manager gives you now joy ask for their name.

If neither the csa or the manager helps you, please pass the information on to me and i'll have a word.

Yes, I can see the logic that if you agreed you should pay that price. However because customers have the 14 day money back gurantee if the phone is discounted within this, it is usually policy to refund the difference. Because if not, it means wasted money to faff around re-ordering when returned.
Garyo2
15-12-2005
BTW I will make sure your comments are passed on. O2 do want to retain customers, and yours is a case in hand that shouldn't have happened. O2 do want as many customers as possible to be be happy with their service.
bob_loblaw
15-12-2005
Thanks Gary, I am fond of O2 as I have been with them 8 years trouble free (from when they were called BT Cellnet).

Unfortunately, as I was advised by Retention on the phone yesterday, the phone is to be returned to sender by DHL. I couldn't afford to wait in another day anyway.
bob_loblaw
15-12-2005
Guess what has just been delivered?

(my gran text me to tell me)

I know that wasn't any fault of O2 that is DHL who I told not to deliver it to me.
Steven L Hunter
15-12-2005
So have you got the phone then?
bob_loblaw
15-12-2005
Well I will when I get home. Not sure whether to try calling again like Gary suggests or jsut go straight to returns.
bob_loblaw
20-12-2005
I just thought I'd let everyone know that Garyo2 kindly refunded the difference on the mobiles, so I'm very happy now
belfast-biker
20-12-2005
Originally Posted by bob_loblaw:
“I just thought I'd let everyone know that Garyo2 kindly refunded the difference on the mobiles, so I'm very happy now ”


He personally, or did he arrange it?
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