[indenial]

Sorry for going off on a bit of rant here... but is it all networks policies to rip off existing customers when they want to upgrade, or is it just limited to O2?

I've just had a recent run in with them, when I wanted to upgrade my phone and contract. They basically wanted to charge me £100 for the handset, when if you went onto their website a new customer could get the phone for £50 or less on the tariff I wanted to upgrade to.

They told me "it is O2 policy to treat new and potential customers better than existing customers to get more people onto our network". Why is it fair existing loyal customers should be ripped off to make up for the losses on new customers?

However, after a lot of complaining (even had to write a letter), I got the Nokia N73 for £50 and the Online 500 for £20/m from O2 Retentions.

Its just annoying, that I had to do all this to get a good deal, even though now in my opinion I've robbed O2 blind. Serves them right really.

Just wondering if anyone else had similar experiences?

[Psycho_Ned]

It's totally true what that nationwide "brand new customers only" advert says once you're with a company they don't give a s**t about ripping you off it's the same with Sky and loads of other companies.

I'm due for an upgrade with O2 online in the next week or 2 and no doubt they will quote me a ridiculous price for handsets you can get for free if you were a new customer at which point I'll say I want to leave then retentions will offer me cheaper line rental but they normally don't budge an inch on handset prices.

If you moved from one network to another every year you'd probably be better off than sticking to one but they rely on people not being bothered to change.

Quote:

Originally Posted by indenial

...
They told me "it is O2 policy to treat new and potential customers better than existing customers to get more people onto our network". Why is it fair existing loyal customers should be ripped off to make up for the losses on new customers?

Thats not exactly what their Customer Relationship Director, Andrew Day, says in his letter to me.

He says:

Quote:

Our guarantee
When you contact O2 directly to upgrade your phone near the end of your contract, we guarantee that:

* a free new pay monthly handset will be available

* you'll get a promotional deal at least as good as new customers can get in O2 stores in the high street

Ok, perhaps that's not as good as on their website, but then you could refer them to their chairman's statement in their annual report to shareholders promising to cut down on expensive customer churn by promising existing customers at least as good a deal as new customers (Only problem is that chairman is no longer in office since O2 were bought out)

Quote:

Originally Posted by indenial

However, after a lot of complaining (even had to write a letter), I got the Nokia N73 for £50 and the Online 500 for £20/m from O2 Retentions.

Its just annoying, that I had to do all this to get a good deal, even though now in my opinion I've robbed O2 blind. Serves them right really.

Just wondering if anyone else had similar experiences?

Don't bank on getting what the retentions department have promised you. They promised me lots of good things when I threatened to leave in the summer but have not been delivered on.
When I realised I was not getting what I was promised ( a month later when the bill arrived), the CS representative at the time said they had listened to the recording of the phone call where the offer was made and that I have been supplied what was agreed. I asked for a copy of that recording. That was 3 months ago and although O2 have charged me for that too (something else they promised they wouldn't do) I still do not have the recording. Now I'm told the phone call was never actually recorded

I can see me taking O2 to court if this matter progresses into the new year!

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Last edited by dawson : 25-11-2006 at 14:58.