Mislead over 4G promise after buying an S3.

[Anonymous]

Hello everyone, 

I am posting this because I am utterly disgusted at O2 currently due to them misleading me after an upgrade on a phone. I have tried to sort this through legitimate chanels, unfortunately, it just seems that each person I speak to is only willing to pass the buck. Of course I do not want to waste anyones time nor do I expect you to read the following conversation, just would like a record of my issue on the official forums for the mean time. Kind regards.

    

	info: Welcome to O2. A Guru will be with you soon. info: You're through to Guru Billy. Billy: Hi I'm Billy. How can I help? dean loughlin: Hey, I have an issue with o2 in regards to upgrades and not sure where to direct it Billy: I'll be happy to help you. Billy: You wish to upgrade your contract ? dean loughlin: Basically I upgraded in november-ish, based on advice over the phone from the upgrade department and was told that at around easter time, if I upgraded now, I would be eligible to upgrade to a 4g compliant phone at a discount price Billy: I'll check this for you, Can we do security first? dean loughlin: So i bought the samsung s3, I spoke to the people in glasgow car phone warehouse who said I would also be eligible for the 4g promise, I waited patiently, and of course, it is just for iphone users dean loughlin: yes Billy: Please can you tell me the 1st and 4th character of your security answer? dean loughlin: if it is numerical it is *,* dean loughlin: if it is a word, it is *,* Billy: Thanks. Billy: You want to know if you can use 4g on your phone ? dean loughlin: No dean loughlin: I was told that if I upgraded in november to the Samsung S3 dean loughlin: I would be eligible for the O2 Promise to early upgrade when you have 4G enabled Billy: Let me check this for you. dean loughlin: I was told that at TWO different sources and of course now that I want to, I am told it was only for iPhone 5 customers. I feel this is completely unacceptable and I have been mislead Billy: I understand, Please give me few minutes while I check this details on your account. dean loughlin: Sure Billy: I'm sorry but the 4G promise is only applicable for iPhone customers. dean loughlin: Yes but that does not change the fact I was told, on the phone, by an O2 representative, that I was eligible dean loughlin: okay, right, obviously I will just take this to the financial ombudsman. dean loughlin: And cancel any payments to O2 from now on Billy: I see that the contract was upgraded via CPW and would request you to check this with them. dean loughlin: CPW means nothing to me and you seem like a nice guy, but I am not going to accept being passed around in circles on this issue, I actually did work for O2 recently in a contractual role and I know what it is like to be in your position. But regardless, I won't be contacting anyone else but the right legal chanels dean loughlin: CPW? Carphone warehouse, it was O2 that told me originally that I was eligible, the buck won't be passed on this issue Billy: I appreciate your understanding. Billy: There is nothing that I can do as the 4G promise is only applicable on iPhone 5. dean loughlin: Then could you please put me through to someone with the authority to resolve this? I spoke to several people instore and on the phone Billy: I am sorry but there is nothing that we can do as the policy only applies to iPhone 5. dean loughlin: I appreciate it is not within your realm to sort this, but none the less, your company did promise this, so please escalate my issue and I can argue it Billy: This is clearly stated on our website. dean loughlin: It was NOT when I signed up in November and it was clearly VOICED over the phone to me that I was eligible Billy: In that case I would recommend that you speak to customer services about this. Billy: I appreciate your time. Billy: I'm sure you will understand my limitations. dean loughlin: Yes, but then you can put me through and of course I do understand them Billy: Thanks. Billy: We are based online and you will have to call us via 202. dean loughlin: But it is not up to me to chase around, possibly not up to you to do so yourself, I am asking for this to be escalated, nothing more. Make it someone elses problem and if I am indeed not entitled, then of course I will back down

[MI5]

Unless you have it in writing you're kinda stuffed. It will come down to your word against their's....

[Anonymous]

That is the problem though, I don't have it in writing, I was told something on the phone and I genuinely don't think it should be up to me to prove it. I feel like cancelling all debits from O2, but I do not know where that will leave me legally.

[MI5 · Accepted solution]

Legally you will be stuffed as O2 will just pass your debt onto an agency and your credit rating will take a hit. Try the complaints process.... It's your only hope http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE?New,Kb=Companion,question=ref(User):str(Mobile),C...

[Anonymous]

It is not even like I got a better deal with the S3, or had any reason to go for that over the iPhone 5, I just figured, I had iPhones for 4 years and loved them, I only went this route because I was told I could change, untrained staff should not be at the expense of the consumer. Have been running around in circiles with this recently and there is only one conclusion I can draw, O2 do not care about customers.

[Anonymous]

Thank you, I appreciate  the help and the link, I will give it a little longer and see if I get any official responses before using your link.

[MI5]

It appears that the staff member told you what you wanted to hear to get the sale, which is totally wrong, but from O2's point of view they have never announced a 4G promise for every customer so they can't just go giving new phones away to everyone....

[MI5]

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@Anonymous wrote:

I will give it a little longer and see if I get any official responses before using your link.

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You'll get no official response on here - we're all just customers the same as you....

[Anonymous]

Yeh I do appreciate that, been a customer for so long that I do expect them to realise though that after a run of zero issues, or complaints, despite them being plentiful, that if I do argue something on an expensive contract, maybe I should get at least a managerial response. 😞 Am sick of being told that various companies are "recording" your calls, yet when you want to rely on it as some evidence, it ceases to exist.

[MI5]

If you were told on the phone then request that the call is played back and reviewed...