topic Re: Loyalty in Discussions & Feedback

Loyalty

Jax123 — Sun, 08 May 2016 03:10:41 GMT

Been 02 customer 24 months to upgrade and stay more expensive than to go to car phone warehouse and get same deal as a new 02 contract on iphone 6s when is loyalty of staying rewarded.

Re: Loyalty

Cleoriff — Sun, 08 May 2016 06:15:59 GMT

Hi @Jax123 It can be more expensive to stay with O2 but they are the only network to offer the Refresh contract if the phone is bought directly from them.

You could contact customer services and ask to be put through to retentions....they may offer you a better deal if you ask http://www.o2.co.uk/contactus

Re: Loyalty

MI5 — Sun, 08 May 2016 07:32:48 GMT

Loyalty does not exist in business these days.
You should always shop for the best deals.
There are people who have been with o2 for 20 years who get the same offers as new customers.
Potentially you may be able to negotiate a couple of quid a month discount, but that is your limit.

Re: Loyalty

LJC — Sun, 08 May 2016 08:00:03 GMT

I'm one of those customers. 23 years with o2 and have just cancelled my order for a new phone and will be shopping elsewhere today for one because of how i was treated.

Re: Loyalty

Bambino — Sun, 08 May 2016 08:28:53 GMT

@LJC If you call customer service and ask for your PAC, as I would think that after 23 years you might want to keep your number when you switch, you will be transferred to retentions, who might offer you a better deal. I'm afraid it's the only way these days.

Re: Loyalty

jonsie — Sun, 08 May 2016 10:31:27 GMT

Loyalty is a one way street nowadays. O2 operate a fair deal for all, meaning old and new customers will get the same deals allegedly. This is not always the case and depends very much on who you speak to in retentions and whether they have reached their quota of saving customers. Deals on top end new smartphones however are a virtual impossibility.

Re: Loyalty

LJC — Sun, 08 May 2016 11:20:06 GMT

To be fair, the deal is pretty much the same wherever I go, it was just the way I was treated

Re: Loyalty

Bambino — Sun, 08 May 2016 11:30:15 GMT

We understand. Sadly, you're not the first to complain of poor customer service, and you won't be the last. Your only course of action is to vote with your wallet, and take a contract elsewhere. If you're unhappy about your treatment, you can lodge a formal complaint here: http://www.o2.co.uk/how-to-complain

Re: Loyalty

jonsie — Sun, 08 May 2016 11:30:26 GMT

There is no excuse for being treated poorly....

Re: Loyalty

MI5 — Sun, 08 May 2016 11:36:23 GMT

Agency staff with no passion or loyalty to o2.

Re: Loyalty

PhoneDoc — Sun, 08 May 2016 11:41:32 GMT

Welcome to the Community @LJC!

Sorry to hear about your bad experience. I would definitely take the time to feed it back to see if there's any more that could be done to keep your custom, and to prevent the advisor providing a similarly poor experience to other customers in the future.

Was this experience in an O2 store or over the phone? You'll be able to complain directly with a manager if it was a store, or via customer services if this happened on the phone or online. There's also an independent complaint review service you can escalate the issue to if you're not satisfied with the response.

Hope you find the deal you're looking for

Re: Loyalty

viridis — Sun, 08 May 2016 19:09:33 GMT

Are you sure the complaints review service is independent?

Re: Loyalty

jonsie — Sun, 08 May 2016 19:20:19 GMT

Of course they are with an o2.com domain.........:smileywink:

Re: Loyalty

PhoneDoc — Sun, 08 May 2016 20:31:17 GMT

Independent of the store/customer service team that the complaint concerns. The Ombudsman is of course independent to the whole company if it's to be escalated even further.

Re: Loyalty

Curr946 — Sun, 08 May 2016 22:13:36 GMT

If it set up like Banks it will Be a completely separate department

Re: Loyalty

Toby — Mon, 09 May 2016 08:24:49 GMT

Thanks for the info @PhoneDoc