02 Ripped me off and customer services have been disgraceful

[Anonymous]

So I've been with 02 for many years, always received family and friends discount on my contracts as I know a lot of people working for them, I have spent a lot of money with them over 2500 in one year previously.<br><br>Now I was due for an upgrade last April, but I was pretty sure that in a few months a new iPhone will probably come out so I'll just wait till then...<br><br>Long behold the iPhone 5 came... So I thought I'll do what I always do, upgrade over the phone and arrange my discount application after.<br><br>So I called them and arranged my upgrade, I then asked my friend to arrange my discount, so they completed the normal forms and put it all in for processing.<br><br>A few weeks passed so I called O2 customer services to see if the family and friends discount had been applied to my account.<br><br>They then told me NO YOU'VE TAKEN STOCK FROM CARPHONE WHAREHOUSE SO YOU WON'T RECEIVE DISCOUNT.<br><br>So O2 have decided to get stock from carphone wharehouse so nobody on iPhone 5 can get discount on the iPhone 5.<br><br>I said nobody has told me my contract has been done with stock from carphone warehouse and they were actually offering cheaper deals and I went with you guys so I can have my f&amp;f discount.<br><br>I got told well we don't do discount for iPhone 5 and you're passed your cooling off period.<br><br>Now I'm in January, my brother and a friend have both decided to get iPhone 5, they got there's from the O2 shop and guess what... They both got f&amp;f discount applied in store!<br><br>So I called O2... Hey O2 can I have my discount nowadays you seem to be giving it now?<br><br>No, you can't have discount because you did your upgrade over the phone!.<br><br>No matter how much I tried to explain to them that this is totally out of order and that I was never advised of any of this they just fobbed me off and had a power trip on the phone to me.<br><br>Totally disgusted with them, it's not even the money, I paid full whack £300 for my iPhone and would pay more if I had to, the problem I have is how can they reject me from having discount and give it to others and make me buy stock from carphonewarehous without telling me,<br><br>Not happy O2!<br><br>Customer services said there's nobody that can help you now!<br><br>Basically O2 skanked me buy taking more money from me for the same thing I could have got from carphone warehouse, made me by stock from external company without telling me and then lied to me about the discount as they are offering it to customers!<br><br>Can't wait to be out of this contract! Will pay extra to any other mobile company rather then paying this scandalous company!

[MI5]

It was made widely known at launch that web orders were getting processed by CPW and as far as know no one has any discount from web orders, only in store orders. Maybe you should read up about what your ordering before rushing in blindly...?

[jonsie]

I'm not sure customer service can do anything for you now as those were the rules when you  upgraded. Maybe you should make a formal complaint following the process here :

http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE?New,Kb=Companion,question=ref%28User%29:str%28Mob...

[perksie]

Was that all one sentence, I just couldn't read it?

I assume they're unhappy as it seems to affect their ability to type properly.......

[Anonymous]

Hang on, you get a 30% tarriff discount because you know somebody that works for o2. This has not been applied and O2 have ripped you off??

Surely if your friend works for O2 then they should be the one chasing this for you? Are you sure your Friend has not authorised the discount?

[Anonymous]

I didn't rush in blindly, I did what I do at al my upgrades, called them!

If they have made changes then surely they should have advised me on the phone at the point of sale! They didn't even tell me that they're getting the phone from carphone warehouse! That's totally mis-selling!

[Anonymous]

Yeah, nobody in the company can help apparently, I'm thinking trading standards right now.

[Anonymous]

Well I feel ripped off... They didn't tell me I could get the discount if I did my upgrade in a store.
They also said because I have a phone from carphone warehouse(which I didn't know about at point of sale) that I can't have the discount.

Others have the same contract as me and they have discount so why shouldn't I have it, totally feel discrimated! O2 are pants!

[Anonymous]

Not sure you woud have a case with Trading standards. I would have thought that had you mentioned the discount at the time of upgrade then you might have a case. 

I still do not understand why your friend is not sorting this for you as it is there friends and family discount. 

I guess if O2 are pants and all the other things you have called them then all your friends must be ex-friends now.

[Anonymous]

I think I have a case with trading standards for not being notified of the fact that the phone I was purchasing was from carphone warehouse, that is consider Mis-selling. To top it off, if I had done this same upgrade with carphone warehouse they were charging less for the phone!

And no I'm still friends with the people I know who work for O2, but I think that O2 have made themselves look cheap and totally poor with communication on this occasion. Obviously they have shown desperation rather then quality customer service.

My friends don't have any authority to deal with customer service issues, they work in the London head office on the business side. Customer services have already said that nobody in the company can help me now so basically I have to seek outside help.

I really just want to cancel my contract with them and go with a different company... But they want more money from me before they'll allow me to do that too!