topic Re: poor customer retention in Discussions & Feedback

poor customer retention

Anonymous — Fri, 25 Oct 2013 08:56:52 GMT

I have recently phoned up O2 to explain I am thinking of leaving as there is a cheaper deal elsewhere and they refused to match it and gave me my PAK code and sent me on my way without a 'fight'. I have been a customer since BT cellnet and think this customer retention is appalling, they are only interested in accumulating new customers. The most annyoing thing is I have a friend in the buisness who states retention deals like this can be done when matching competitiors. Has this happened to anyone else? what are your thought?

Re: poor customer retention

jonsie — Fri, 25 Oct 2013 09:08:04 GMT

This has been reported on many times here. O2 do not, as a rule, pricematch. They obviously have their own business plan and sales strategy. They now believe in fair deals for all, whether a new or old customer.

Try an independent such as CPW if you wish to remain on O2 or if you choose to move network, please ensure your chosen one has good coverage in your home, work and normal travel locations. Don't go off network coverage maps as they don't take into consideration housing materials, signal obstructions, blackspots etc.

Best option is to get a P&G sim and use it for a week. A cheaper contract is worthless if you have coverage issues.

Good luck whoever you choose to go with.

Re: poor customer retention

Anonymous — Fri, 25 Oct 2013 09:27:54 GMT

Hi.

Don't accept the first answer.

Either e mail them or perhaps compile a complaint and they may look at it again for you.

E mail.
https://www.o2.co.uk/apps/help/help

Complaint.
http://service.o2.co.uk/IQ/srvs/cgi-bin/webcgi.exe?New,KB=Companion,question=ref%28user%29:str%28RelatedHelp%29,CASE=46943

Re: poor customer retention

Anonymous — Mon, 11 Nov 2013 14:01:51 GMT

Because of rubbish customer service (problems resulting from a simple online phone purchase, which took a month to solve!), i decided to cancel my contract and go with another provider. They now owe me £27 which i am still waiting for! It's been 2 weeks now and I was told that my money would be paid out in 10 working days. Each time I call/chat online to someone I get a different answer. Just so fed up and want my money back. Im tired of following up on something which is so simple to sort out.

Re: poor customer retention

Anonymous — Mon, 11 Nov 2013 16:05:55 GMT

I found their retention team quite good actually, the first time I tried to leave O2 Broadband in favour of O2, the retention bloke was so good he persuaded me to stay on for free for another 12 months.

Then back in early September I rang up again for a MAC code, but this time I stood my ground, no sales pitches, no faffing about, just gimme the flippin' MAC! And they did.

Re: poor customer retention

jonsie — Mon, 11 Nov 2013 16:55:52 GMT

Try the form here : https://www.o2.co.uk/apps/help/help?qid=1&q1=34

Is this the worst company in the world at customer retention?

Anonymous — Thu, 18 Sep 2014 12:31:58 GMT

Five phone calls over two weeks and no one recorded my complaint. I intentionally used the word "attrocious" and five employees choose not to record it in my notes. 02 added over £20 to a 14 minite call to 118118. I contacted 118 118 and the siad the would refund £31 0f the £38 charge as an act of good will. O2 made no such gesture.

This company is as bad as the banking sector and will fall in the same way.

Re: Is this the worst company in the world at customer retention?

MI5 — Thu, 18 Sep 2014 12:34:21 GMT

So you called 118118 and then expect O2 to refund you the costs?
Or am I missing something.....?

Re: poor customer retention

viridis — Thu, 18 Sep 2014 12:35:15 GMT

Why on earth would you call 118118 for 14 minutes?

Re: poor customer retention

MI5 — Thu, 18 Sep 2014 12:38:49 GMT

I'm assuming 118118 connected the call, in which case they add their fees on top - Either way it's nowt to do with O2.

Re: poor customer retention

Anonymous — Thu, 18 Sep 2014 12:51:48 GMT

Ithink 02's business plan is better described as a "death wish". Try have not reaslised the differentiator between cellular calls is customer service.

Re: poor customer retention

viridis — Thu, 18 Sep 2014 12:55:43 GMT

Eh?

Re: poor customer retention

MI5 — Thu, 18 Sep 2014 12:55:44 GMT

Mate, you are not making any sense at all.
You are complaining about been charged for a call you admit you made and now just waffling on. If you are unhappy, raise an official complaint http://www.o2.co.uk/how-to-complain but due to the nature of your issue, we are unable to help you here. Sorry.

Re: poor customer retention

aldaweb — Thu, 18 Sep 2014 13:06:03 GMT

I don't understand the problem here. You called a number outside those covered by your allowance of your own free will and then wantto compplain that you've been charged. Every company charges for 118 118 thoough some have their own directory service which may or may not be included in calls. Any further connection would be charged either way as that is how these Directory companies make theirmoney.

Re: poor customer retention

jonsie — Thu, 18 Sep 2014 14:38:01 GMT

The astronomical cost of using 118 118 must be the worst kept secret in the world. I can't believe they are still existing. It's that company you should be berating not O2. Sheesh!

Re: poor customer retention

viridis — Thu, 18 Sep 2014 15:45:08 GMT

Hang on, 118118 are refunding you nearly all the charges anyway. What do you want o2 to do? The same so you end up getting paid for making calls?

Re: poor customer retention

jonsie — Thu, 18 Sep 2014 15:51:54 GMT

Makes no sense at all to me complaining about the network when the OP freely admits to incurring these charges voluntarily.