topic O2 Upgrade phone call - Outbound Team in Discussions & Feedback

O2 Upgrade phone call - Outbound Team

Anonymous — Mon, 07 Nov 2016 08:06:37 GMT

On Thursday evening (3rd November) I received a call from the O2 Outbound Team from phone number +44 344 826 0202. This was regarding an offer of an early upgrade where O2 would "buy back" my outstanding phone and offer an upgrade. When I received the upgrade link, it still said I needed to pay my outstanding balance of the phone I already have, which is not what I was offered. I called Customer Services on Friday and they said the Outbound Team would call me back on Friday at 1pm. No Call. I then phoned back Saturday and the same response, the Outbound Team would phone me back Saturday at 10:30. Again no one phoned me back. I checked the link on the upgrade they had sent me and this link was now dead, I had until Sunday to accept the offer (which I wasn't going to do as it was incorrect), however, the point is it was taken off early.....

So I have been left with no way of contacting the people who offered me the deal as I cannot find a number, email etc to do this on. Customer Services cannot help as the Outbound Team need to speak with me and they will not phone me! So this was my last resort.

If they should not have made me this offer, I would have appreciated someone phoning me to say they made a mistake and apologise, then I would wait until March when my upgrade should take place. But that hasn't happened. I would have thought that was the decent thing to do.

After over 10 years of being a loyal customer to O2, I am disappointed in the way this has been handled.

Re: O2 Upgrade phone call - Outbound Team

MI5 — Mon, 07 Nov 2016 08:09:18 GMT

Only @Toby can feed this info back for you.
Hopefully he will be in touch later.

Re: O2 Upgrade phone call - Outbound Team

Anonymous — Mon, 07 Nov 2016 08:10:39 GMT

Thanks you were really quick 🙂

Re: O2 Upgrade phone call - Outbound Team

Cleoriff — Mon, 07 Nov 2016 08:24:04 GMT

Hi @Anonymous How annoying to say the least. They should never have made this offer if they weren't prepared to honour the 'buy back' part of it. This is the sort of thing that would entice customers to buy.

Definitely a poor show that the link is now dead and as such you have no proof As said @Toby is the only person who can sort this for you...Best of luck ...

Re: O2 Upgrade phone call - Outbound Team

Anonymous — Mon, 07 Nov 2016 08:28:17 GMT

Thanks @Cleoriff, I wasn't looking to upgrade either. It is frustrating that I cannot make contact with the Team who phoned me either.

for your reply

Re: O2 Upgrade phone call - Outbound Team

MI5 — Mon, 07 Nov 2016 08:31:19 GMT

I don't want to suggest Toby can "sort" it, rather feedback or try and get some more info for you, that was all.

Re: O2 Upgrade phone call - Outbound Team

Cleoriff — Mon, 07 Nov 2016 08:33:52 GMT

We know people have had difficulties getting through to O2 over the past week.....(a system 'glitch') I just think this is a different situation. You were offered a deal to upgrade...which actually wasn't a deal at all. Not surprised they aren't ringing you if honest....:smileysad:

Re: O2 Upgrade phone call - Outbound Team

Cleoriff — Mon, 07 Nov 2016 08:35:54 GMT

@MI5 wrote:
I don't want to suggest Toby can "sort" it, rather feedback or try and get some more info for you, that was all.

I used the word 'sort' in exactly the context you suggested....

Re: O2 Upgrade phone call - Outbound Team

MI5 — Mon, 07 Nov 2016 08:38:46 GMT

@Cleoriff wrote:
We know people have had difficulties getting through to O2 over the past week.....(a system 'glitch') I just think this is a different situation. You were offered a deal to upgrade...which actually wasn't a deal at all. Not surprised they aren't ringing you if honest....:smileysad:

Surprisingly, the OP managed to contact CS a number of times so I assume by phone, as it appears to be Live Chat that was down over the weekend.

Re: O2 Upgrade phone call - Outbound Team

Cleoriff — Mon, 07 Nov 2016 08:44:17 GMT

Indeed....but didnt get the callback that they promised...which was why I said it was slightly different.

No matter... hopefully Toby will 'look into it' ......

Re: O2 Upgrade phone call - Outbound Team

MI5 — Mon, 07 Nov 2016 08:45:04 GMT

When do they ever call back

Re: O2 Upgrade phone call - Outbound Team

Toby — Mon, 07 Nov 2016 08:51:12 GMT

Hi @Anonymous,

Sorry to hear about this and I shall discuss it with the rest of the team and if anything can be done. Feel free to send me a PM if there are any other aspects you'd like to let me know about before I talk to them. Oh, and welcome to the community!

Re: O2 Upgrade phone call - Outbound Team

Cleoriff — Mon, 07 Nov 2016 08:52:14 GMT

@MI5 wrote:
When do they ever call back

Yeah...didn't actually want to say that. The op is annoyed enough.....:smileysad:

Re: O2 Upgrade phone call - Outbound Team

Anonymous — Mon, 07 Nov 2016 08:58:34 GMT

Thanks @Toby I can see this is a really good forum to discuss items.

As I mentioned I was nott looking to upgrade and if it was a mistake thats OK it the lack of communication and not returning my calls which is the issue.

Hope to use this community more in the future.

John

Re: O2 Upgrade phone call - Outbound Team

MI5 — Mon, 07 Nov 2016 09:02:36 GMT

Hope you will John.
It's always good to get new members

Re: O2 Upgrade phone call - Outbound Team

Toby — Mon, 07 Nov 2016 10:13:42 GMT

Hi @Anonymous (John). I shall make sure to share this so that we can improve. I hope you do stick around on here to discuss anything else, or to get involved in other threads. Members like @MI5 and @Cleoriff help to make this community a great place to spend your time :).

Re: O2 Upgrade phone call - Outbound Team

Cleoriff — Mon, 07 Nov 2016 10:19:43 GMT

@Anonymous. (John)

Dunno why I thought you were female? Note to self...stop making assumptions....

Welcome anyway...

Re: O2 Upgrade phone call - Outbound Team

Anonymous — Mon, 07 Nov 2016 10:25:08 GMT

Thanks @Toby I am sure to browse through the forum and it is good to make contact with other people here.

Thanks for mentioning it to the team, would like to understand what the issue was.

Thanks for the welcome @Cleoriff@MI5