Absolute shocking customer service

[Anonymous]

Been with o2 for over ten years and was made to feel like a second rate citizen because u asked if they could match an upgrade price I had been offered by a competitor. Explained I really wanted to stay with i2 and was willing to meet half way and drop down my data if they could match an offer that was £7:20 a month cheaper. Even the manager I spoke to was uninterested and gave two options that would have put me out of pocket by a few hundred pounds. When I pointed this out he said that it was still two other options. Funny how the adverts for new customers offer lots of deals and yet for loyal customers there is nothing, you are spoken down to and made to feel you have done something wrong for asking a question as you want to stay with them. Certainly will not be happening now. Oh and I was promised more than one callback from the complaints team but after several weeks this still has not happened. As long as they take your money they do not care at all anymore about customer service and the way customers are treated. I have already posted all the details on my Facebook with lots of comments coming back with people experiencing the same type of service. Looks like O2 has gone to the dogs.

[Anonymous]

Would not surprise me if this was deleted as O2 will not want people to see what they are really like, it's a shame that nobody in O2 wants to take any ownership.

[Cleoriff]

Hi @Anonymous Your posts wont be deleted. This is a customer to customer forum and we are all allowed to have our say. You are correct though. O2 show little loyalty to existing customers. You could contact O2 and ask for the retentions team...if they think you are leaving they 'may' offer you a deal. No guarantee though..:smileysad:

http://www.o2.co.uk/contactus

[Anonymous]

It's called a fair deal for everyone @Anonymous everyone gets the same deal whether they are a new or existing customer

[Anonymous]

I tried that. It was the relations team I spoke to and the man in Glasgow was the issue. He was blunt, uninterested and totally lacking the ability to show any understanding. The manager I spoke to was no better. Think it is time to cut my losses but the shop I go to will know along with everyone else in there exactly the way I have been treated.

[Anonymous]

Love my phone. It is the way I was spoken down to and made to feel I had done something wrong for asking a genuine question. I take it you work for O2 or know someone who does. Would not be the first time they plant someone in the forum to try and dampen things.

[Cleoriff]

Very disappointing...and a hell of a hassle....but I do know a few members from this forum who have got better deals by trying other CS advisors....(I know you shouldn't need to keep trying...but they are allowed to give discretionary discounts)...Up to you of course...but remember if you are moving, try a few payg sims first to find the network which gives you the best signal...

[jonsie]

Unfortunately O2 think they don't need to price match with the advantages of Refresh, Tugo and Priority which are deal clinchers for some customers. I'm not saying it's right but that seems to be their business strategy these days. Loyalty means nothing but it's meant to be a fair deal for all customers, existing or new.

If price is your main criteria then it's always best to shop around but make sure if you leave O2 that another network gives you the same or better coverage. Retentions may possibly offer you an incentive to stay with O2 but it's not something anyone on here can guarantee.

If you have a problem with the way you were dealt with or spoken to then make a complaint though I gather you have an ongoing issue at the moment. No one can blame you if you decide to change network.

[Bambino]

@Anonymous you are mistaken. @Anonymous is far from a plant. We are all customers. Anyone here that works for O2 has to identify that in their signature.

If you want to leave, I suggest you get Pay & Go sims from the other networks and find the one that gives you the best coverage. Having a good signal is far more important than any deal you might get.

[anticpated]

I had issues with o2 support not being very helpful. Luckily between me and Google i can usually muddle through problems.