topic Re: loyalty team upgrade in Pay Monthly

loyalty team upgrade

Anonymous — Sat, 18 Oct 2014 12:03:34 GMT

Hello,

I have had calls recently from the O2 loyalty team saying they can waver any upfront costs and a better deal for my upgrade but i couldnt decide on a phone. I have now decided what phone i would like but i cant find a way to get through to the O2 loyalty team to process my upgrade as through the normal upgrade process i will have to pay upfront cost for the phone i want. Is there any way i can get in contact with the loyalty team directly?

Re: loyalty team upgrade

Anonymous — Sat, 18 Oct 2014 12:17:50 GMT

Hi

It may have been a cold call from a trusted party that O2 shares your info with too.

You can call O2 via 202 and ask to speak to the retention team or look in your myo2 or pop into a high street store.

Re: loyalty team upgrade

MI5 — Sat, 18 Oct 2014 12:53:25 GMT

I've never heard of a "loyalty team" so I would be wary that the call actually came from O2.
You can call 202 and ask for the retentions dept which will have the best offers available, esp if you tell them you are planning of leaving....

Re: loyalty team upgrade

Anonymous — Sat, 18 Oct 2014 14:38:46 GMT

@Anonymous It's all in the wording, Were they calling on behalf of O2 or from O2?

If it was O2, just ring 202 and choose the option for upgrades and tell them you want to accept the offer, if it is still valid, they do keep on changing. If it was an O2 offer they will have a record of it.

Hope this helps.

Re: loyalty team upgrade

Cleoriff — Sat, 18 Oct 2014 14:44:00 GMT

@MI5 wrote:
I've never heard of a "loyalty team" so I would be wary that the call actually came from O2.
You can call 202 and ask for the retentions dept which will have the best offers available, esp if you tell them you are planning of leaving....

You know if you are correct and this is another company pretending to be O2....this is really worrying

Lets face it...the name sounds good. Its not as if they are calling themselves a completely different name like Aerial or somesuch...they are saying Loyalty Team

In fairness... I may even have been conned myself with that one.. Very worrying. I wonder how many more may get calls from these....

It may be an idea to ask @Toby for exact clarification as to whether this 'team' exists...??

Re: loyalty team upgrade

Bambino — Sat, 18 Oct 2014 14:50:04 GMT

As O2 have scrapped their loyalty policy and now supposedly offer first time and long term customers the same deals, it's hard to fathom that they would set up a 'Loyalty Team'. Bogus cold callers, I'd say.

Re: loyalty team upgrade

Anonymous — Sat, 18 Oct 2014 15:04:17 GMT

Not necessarily ... I know that outbound upgrades were calling customers and I think they maybe still are.

It wouldn't surprise me if they rang you...unfortunately there is no way of knowing without u ringing upgrades.

Re: loyalty team upgrade

viridis — Sat, 18 Oct 2014 15:11:26 GMT

I've been contacted before by upgrades offering deals to existing customers, they may have said the deals were for loyalty in choosing to upgrade. I was waiting for a particular handset so missed out. But was genuine o2.

Re: loyalty team upgrade

jonsie — Sat, 18 Oct 2014 15:15:07 GMT

I've only ever had calls from untrusted partners so I would only ever upgrade instore or by calling O2. Too many unscrupulous companies out there taking people for mugs!

Re: loyalty team upgrade

MI5 — Sat, 18 Oct 2014 15:18:27 GMT

@Anonymous wrote:
Not necessarily ... I know that outbound upgrades were calling customers and I think they maybe still are.
It wouldn't surprise me if they rang you...unfortunately there is no way of knowing without u ringing upgrades.

@Anonymous is there anything a customer can ask these callers to verify if they are actually O2?

Re: loyalty team upgrade

jonsie — Sat, 18 Oct 2014 15:21:48 GMT

I would ask them for a direct number to call them back....

Re: loyalty team upgrade

Anonymous — Sat, 18 Oct 2014 15:21:55 GMT

I find generally these trusted partners don't know what tariff I'm on or any of my personal details. I ask them outright - Are you ringing from O2.

Re: loyalty team upgrade

Bambino — Sat, 18 Oct 2014 15:25:42 GMT

@MI5 wrote:
@Anonymous wrote:
Not necessarily ... I know that outbound upgrades were calling customers and I think they maybe still are.
It wouldn't surprise me if they rang you...unfortunately there is no way of knowing without u ringing upgrades.
@Anonymous is there anything a customer can ask these callers to verify if they are actually O2?

With the problem of cold calling reaching epidemic proportions, both on land lines and mobiles, why does O2 condone it?

Re: loyalty team upgrade

Anonymous — Sat, 18 Oct 2014 15:36:53 GMT

well you do have the option to opt out and it is respected, and lots of people forget their upgrade date and actually appreciate the phone call. So it's a matter of opinion.

I got called by my local o2 store when my upgrade was due and I actually apreciate it, it made me feel like a valued customer ( and I'm not on a staff tariff by the way).

Re: loyalty team upgrade

Anonymous — Sat, 18 Oct 2014 15:38:21 GMT

@Anonymous wrote:
well you do have the option to opt out and it is respected, and lots of people forget their upgrade date and actually appreciate the phone call. So it's a matter of opinion.
I got called by my local o2 store when my upgrade was due and I actually apreciate it, it made me feel like a valued customer ( and I'm not on a staff tariff by the way).

A valid flip side to the debate. 😄

Re: loyalty team upgrade

Bambino — Sat, 18 Oct 2014 15:42:06 GMT

@Anonymous wrote:
well you do have the option to opt out and it is respected, and lots of people forget their upgrade date and actually appreciate the phone call. So it's a matter of opinion.
I got called by my local o2 store when my upgrade was due and I actually apreciate it, it made me feel like a valued customer ( and I'm not on a staff tariff by the way).

It's a matter of opinion, and we can agree to disagree, but you only have to look through the forum to see the number of complaints from people about cold calling, and how many of those people weren't even aware that they have the ability to opt out.

Re: loyalty team upgrade

MI5 — Sat, 18 Oct 2014 15:43:54 GMT

It all goes back to the confusion of it been O2 or a 3rd party calling you......

Re: loyalty team upgrade

Anonymous — Sat, 18 Oct 2014 15:44:24 GMT

@Bambino wrote:
@Anonymous wrote:
well you do have the option to opt out and it is respected, and lots of people forget their upgrade date and actually appreciate the phone call. So it's a matter of opinion.
I got called by my local o2 store when my upgrade was due and I actually apreciate it, it made me feel like a valued customer ( and I'm not on a staff tariff by the way).
It's a matter of opinion, and we can agree to disagree, but you only have to look through the forum to see the number of complaints from people about cold calling, and how many of those people weren't even aware that they have the ability to opt out.

It's also fair to point out that people don't join / post to say they were happy to receive a call either. No balance.

Re: loyalty team upgrade

Anonymous — Sat, 18 Oct 2014 16:27:37 GMT

Hey again,

Just want to say thanks for all the comments its been a help. Ive spoken to O2 on 202 and they say there is no record in my notes that i had been called. Im sure they said they were phoning from O2 as i am a loyal customer who has been with O2 for a very long time and paid my bills on time so for me to upgrade they would wipe out any upfront costs and reduce the price of my chosen tariff. They also offered for my partner to join onto my O2 account with a phone she chooses. They also knew my details: tel number, address and asked me the answer to my account's security question so for them to know that i would presume they are O2?

Re: loyalty team upgrade

Anonymous — Sat, 18 Oct 2014 16:33:20 GMT

It would be great to even be ABLE to talk to retentions. Just have been on hold for several minutes. Don't think O2 care about retaining loyal customers any more because on live chat I was just offered the normal £8 simm option. no discounts despite having been an o2 customer for over a decade.

Tesco mobile here I come