Failed to fulfill the offer I was given with my new contract

[Anonymous]

Hello,

I'd like to start by saying I'm not happy with the service I have received so far. I have been passed from pillar to post and no one has taken ownership of this at all. I will keep it as brief as possible.

9th Apr - took out upgrade offer (HTC One M8)  and was told I would be given £100 House of Fraser vouchers. I was advised I would receive them within 28 days

14th Apr - phone arrive

2nd May- receive a flier telling me I had to go online to request voucher using a code on the flier by 1st May

3rd May - initiate chat with O2 who advise me there will be no problem getting the issue resolved, but I'd need to go in store. I go instore (I have to wait 45 minutes to speak to a Guru) and am told they cant do anything. I'm put through to the customer services helpline who tell me I have to speak to HTC as the offer is with them. The offer to call me back and connect me on Tuesday when they're back in the office.

6th May - I'm connected to TLC who have been dealing with the offer on behalf of HTC. I'm advised they need to speak to someone and will call me back. I'm called back an hour later telling me there's nothing they can do as the date has expired and all the vouchers are gone, and to contact O2 if I'm no happy.

I'm not happy. I dont tend to pay an upfront cost for a phone, but was persuaded to do it this time as I would be compensated with the gift vouchers. At no point during my upgrade call was I told it was a first come first serve situation, or that I would have to do anything to claim the voucher (I believed it was being sent in the post).

I would like to know what you are going to do about this, as far as I'm concerned, you have failed to fulfil your obligation.

Thanks

[Anonymous]

Hi.

We are all customers here like you.

You could PM Toby who is O2 staff who may be able to assist.


http://community.o2.co.uk/t5/user/viewprofilepage/user-id/60444
I'd put it all in writing officially.

http://www.o2.co.uk/how-to-complain/complain

[adamtemp64]

Unfortunatly we are all customers here I would raise a formal complaint using the complain link at the bottom of this page.

[MI5]

Hi Iain, unfortunately we are all just customers here but the only advice I can give is to escalate the issue through the complaints dept....
http://www.o2.co.uk/how-to-complain

[adamtemp64 · Accepted solution]

http://www.o2.co.uk/termsandconditions/rewards/free-100-pound-house-of-fraser-gift-card-with-htc-one... State you should have received the leaflet with the phone.

So using your timeline above as the start of the complaint I would use the words that you did not receive the leaflet as stated in the promotion T&C and as it arrived after the cut of date therefore o2 have breached the T&C of the promotion and the only reason you pruchased the phone in the first place.

Asking for the resolution of either the £100 card as promised at point of order (which was before the midnight deadline) or o2 to provide £100 credit on your account.

Do let us know how you get on .

[Anonymous]

Thanks all!

[Anonymous]

Very welcome.

[Anonymous]

It does say there are only 3500 available and when they are gone they are gone

[Anonymous]

It appears o2 doesnt care abouts its customers new or old

I just got a PAYG Samsung Tab 3 8.0 Tablet with 3GB of data preloaded and a free cover (All I got was a pre-opened box with the tablet inside and a sim.)   - having activated the sim - surprise surprise no data pre-loaded.  Wher was the free cover - didnt get that either.  O2 online chat advised to return the tablet  (having waited 2 weeks for it -were they kidding!)  Customer services couldnt see the offer which is still on their website. "useless" best waste of £314 ever  (Should have gone for the £299 for the tablet only)

How impressed of this great service as a new Customer, NOT is the word I would use

Yes this is a forum discussed amongst customers for customers - do you have a good deal, have they let you down with misleading offers?  You have a voice use it.....  Needless to say I cant be a brand champion for an organisation that doesnt care or honour its packages. 

[Anonymous]

Hi

Tbh I wouldn't have accepted a unit with its box seal opened.

I would speak to Cs via telephone and push for what you should get.

The online complaint procedure is here if required.

http://www.o2.co.uk/how-to-complain/complain