topic Re: Feedback in Discussions & Feedback

Feedback

Anonymous — Tue, 26 Jul 2016 09:19:40 GMT

Hello

It seems almost impossible to write to O2 to provide feedback so I presume o2 monitor these forums. This is not a complaint. I've been very happy with O2 but wanted to provide some feedback. You should provide greater flexibility for customers to upgrade and resign a new or extended contract within their existing contract term. I need my phone replaced now before the end of my contract (I'm in month 20 of 24), would probably want to stay with O2 but you won't let me upgrade for another two months. Importantly, this is even if I'm willing to sign another contract rollover for another 24 months (or longer) and pay a higher monthly fee! This now means I'll shop around and likely switch when you could have easily retained me on a rollover contract. Why motivate a customer to switch when they are happy and you could retain them?

Thanks.

Re: Feedback

MI5 — Tue, 26 Jul 2016 09:23:19 GMT

You can upgrade now for a small additional fee, so I don't know who told you that it wasn't possible.
Call CS on 202 or go into your local O2 shop and they will sort it for you.

Re: Feedback

Curr946 — Tue, 26 Jul 2016 09:25:46 GMT

you can upgrade at anytime free by paying off your refresh plan, or paying an early upgrade fee if on a standard plan. If you want to upgrade free, you could try asking for retentions but networks dont normally let you upgrade free four months early.

Re: Feedback

Bambino — Tue, 26 Jul 2016 09:25:52 GMT

@Anonymous O2 does not monitor this forum, but I will tag the Head of Community @Toby and he can pass your message to where it should go.

You should also take heed to what @MI5 has told you.

Re: Feedback

Toby — Fri, 29 Jul 2016 08:15:13 GMT

Hi @Anonymous,

I'll make sure to show the rest of the team this. Have you tried going down the route that @MI5 has suggested?

O2 does monitor the O2 Community everyone

Re: Feedback

Anonymous — Tue, 26 Jul 2016 13:07:35 GMT

Many thanks everyone for your responses, they are very helpful.