O2 rip you off

[Anonymous]

In December I upgraded my phone,I rang customer services and requested an unlock code for my old phone so my wife could use it as it was a smartphone.I spoke with a foreign lady,I assume their call centre is abroad,and she assured me she'd sort it,it never happened! Well today I decided to request the code again as my wife's old phone has died,I received a message from O2 saying they couldn't provide me with a code as the IMIEI number did not belong to one of their phones!

So hang on a minute,you take out a contract and they say the phone you pick is worth X hundred pounds,you do an upgrade when you renew your contract and then they expect you to just dump your old phone? Seems like someone is trying to rip me off,if that is how they want to play it then at the end of your contract they should reimburse you for a large portion of the cost they charge for the phone.

I shall be making a post on facebook and all of the other forums I frequent and warning people about this practice,and next time my contract is up I'll be going with another provider,one that has a decent call centre staffed by people that do as they are asked,and more importantly a company that doesn't see it's customers as cash cows.DISGUSTING!

[jonsie]

Indeed they will and people have posted they have had their phones unlocked due to this idiotic policy by CPW.

[viridis]

Apple. Apple refuse to supply unlocked handsets, keeping them apple store exclusive.

[Anonymous]

I return to you with my head bowed.

I suppose I came for a rant. I came late at night and saw "chat unavailable" and I thought it looked very much like the staff at the O2 shops in meadowhall in Sheffield England.

When I got the various replies from you all on my e-mail I decided to return to at least try to get something done.

I found the live call was active and connected instantly.

My first gripe was that the staff mentioned above gave me a number for motorola to try to get my battery replaced even though they said it was still under warranty. When I rang motorola they had no record of my purchase, it was purchased from the O2 shop as a deal phone and sim, so the call took 12 minutes, when I returned to the shop they gave me another number.

When I told the chat operator I was creditted with £5 on my account (the call cost just less than £5). I hope that will show up on my account, if so, that is brilliant.

My second gripe is that I accidently downloaded an app whilst on the data setting and not connected to a wifi router, this used up all my data allowance. That was at the end of June. I don't get my data allowance back till the 27 July when my next bill comes in. I thought  this a bit excessive.

My contract is due to end then but after a conversation with the contract operator on the chat, they will cancel my present contract and refund the outstanding amount, set me on a new contract from tonight and refresh my data limit from tonight.

If my data has returned tonight and I don't have to somehow switch something back on that will also be brilliant.

So, hoping both those happen, I wish to appologise to O2 for my rant and to you people for being so understanding.

[gindygoo]

Hi there @Anonymous

So it seems that you've sorted your problem via live chat? Have u kept the logs of that chat? The reason I ask is that unfortunately live chat aren't always great at following through with what they promise, especially where it's account related.. I'd be quite surprised if the £5 is added that you were also promised m, as live chat don't have permissions to give out goodwill gestures...

As to the data, unfortunately that was a mistake on your part as you were connected to data when downloading your app. So I'm unsure as to what was "excessive" in this instance?

Anyhoo, as you have hopefully sorted a new contract out then you should be all set.

One more thing though. Could I ask u to clarify what you were supposedly refunded in relation to "cancel my present contract and refund the outstanding amount"? As that also sounds like something live chat are also unable to actually do.

@MI5 is far more knowledgeable about these things than I do hopefully he'll see the shout and correct me if I'm mistaken.

[jonsie]

We all like a rant at times, me more than most but there again I'm married to a Thai 

Hope all goes as you have been told, do keep us advised 

[MI5]

No need to apologise mate - we know it's not personal

[Cleoriff]

A good rant often clears the air. Just as impressed that you came back to apologise @Anonymous Hope all goes well

[Anonymous]

I think it is excessive that when you use all your data they don't let you have anymore until your next bill, in my case the whole month. Surely replacing the data a bit at a time would have made more sense.

I was passed from the normal chat to the contracts department (still on line chat) to renew my contract, it is they who said I would be reinbursed with the unused part of my contract. I was also told I would be e-mailed to my e-mail address a copy of the conversation but that has not arrived yet?

[MI5]

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@Anonymous wrote:

hello

 editing !!!

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Appears to be working OK

[Anonymous]

you are too quick MI5. I tried to post and it shot me out losing all my work so I just tested it to see if it would work without me typing it all again, once it worked I retyped everything above 🙂