Solved: 02 Ripped me off and customer services have been d... - Page 3

Anonymous · ‎05-01-2013

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. 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... 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. 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. A few weeks passed so I called O2 customer services to see if the family and friends discount had been applied to my account. They then told me NO YOU'VE TAKEN STOCK FROM CARPHONE WHAREHOUSE SO YOU WON'T RECEIVE DISCOUNT. So O2 have decided to get stock from carphone wharehouse so nobody on iPhone 5 can get discount on the iPhone 5. 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&f discount. I got told well we don't do discount for iPhone 5 and you're passed your cooling off period. 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&f discount applied in store! So I called O2... Hey O2 can I have my discount nowadays you seem to be giving it now? No, you can't have discount because you did your upgrade over the phone!. 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. 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, Not happy O2! Customer services said there's nobody that can help you now! 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! Can't wait to be out of this contract! Will pay extra to any other mobile company rather then paying this scandalous company!

Anonymous · ‎06-01-2013

I do understand your frustration Binni, but at the same time I do agree with what the others have said on this post.

It's a little unfair to say O2 have ripped you off when you have had 30% your line rental contract for the many years you have been an O2 customer - that discount is a gift that someone who you know who works for O2 has chosen to give to you.

The customer service advisors are correct in advising you that because you have now upgraded to an iPhone with O2 over the phone, these phones are supplied from Carphone Warehouse, O2 are not able to apply the friends and family 30% discount to these contracts. The only iPhone contracts that it can be added to, are ones which have been taken out from an O2 shop (as these handsets are supplied by O2).

All O2 employees were made aware of this from launch day, your friend would have been informed this change to the normal process of applying 30% discounts, but also, I am surprised to hear that you were not advised over the phone when you upgraded - there is a script that the re-contract advisors must read out on all iPhone upgrades (which is reconfirmed in the paper work sent out to you) regarding the fact that the phone is supplied by Carphone Warehouse.

You are able contact customer services to request for the call you made to upgrade to be listened into, to determine what was/was not advised to you, and if you are still unhappy with the outcome, you can pay £10 for an independent body to listen to the call, and send you a word for word transcript.

Following the outcome of this, you may feel you have grounds to make a complaint which can be done by emailing complaintreviewservice@o2.com with the details.

Good luck with whichever route you take to resolve your issue.

MI5 · ‎06-01-2013

Excellent post miss_cahill (or better known as the impartial voice of sense and reason)..... If only all advisors were as clued up there would be far less problems

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

darrengf · ‎06-01-2013

Top post miss_cahill

And yes I was informed that the Discounts only applied if you upgraded instore at o2 which is where I went.

Also when U upgrade the discount is removed and then has to be requested again to be placed back onto your account so It can be verified that You are entitled to it.

The reason why its been done like this, was that people was getting a discount and then upgrading at carphonewarehouse, phones4u or other phone shops and the discount wasnt being removed by the system. So people were getting to keep their discount when they may have not been entitled to it.

However when you now upgrade, o2 system does a clean sweep. Thats removes everything and then re-adds it all back on again. This stops people from claiming discounts when they shouldnt be.

But I also agree with others on here. First thing i ask was If i do it in store or online what would happen. I was advised everytime you must go back to an o2 store or you loose it and cant be re applied.

Need Help, Just ask. We are one big Family here in the o2 Forum.
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Liquid · ‎06-01-2013

Makes sense that they want to keep it within O2. That way they're not losing as much by paying commission on the phone to the third party.

Nothing sucks more than that moment during an argument when you realize you’re wrong. So Ive been told

Anonymous · ‎06-01-2013

@MI5 wrote:
Excellent post miss_cahill (or better known as the impartial voice of sense and reason)..... If only all advisors were as clued up there would be far less problems

*blushes*

Thank you for your lovely comment though

O2

02 Ripped me off and customer services have been disgraceful