Customer retention - why aren't they interested in me anymor

[Anonymous]

I called customer retentions department yesterday and explained that, as my current mobile telephone (O2 Ignito) has been extremely unreliable since I renewed my contract and due to changes in my employment, I would have to cancel my contract early and that my company would pay the early termination fee, or I could continue with O2 on a new contract. I have completed 14 months of an 18 month contract and I simply can't have a phone which didn't make calls when I wanted it to, rejected calls for no particular reason, had a diabolical battery life and needed rebooting every day. As an O2 customer for almost 5 years, I was disappointed by the response I received and get the impression that they really weren't concerned about the issues I have or in retaining my custom, unless I was prepared to look at the iPhone, which does not interest me and means me paying a more expensive tariff. As soon as I said that, the guy switched off.

I must say that I have been extremely happy with the overall service that I have received from O2 since I began using them. Their customer services department are very approachable and my contract has always been tailored to suit my needs. However, I simply cannot have an unreliable phone anymore and my employers have offered me a company mobile with BT, or offered to pay my own bill through expenses as long as I have a reliable service.

The HTC Ignito has been a complete car crash. I have updated the software but it has a mind of it's own. Why aren't O2 interested in retaining my custom anymore?

[Anonymous]

I don't think I made myself clear enough.

I need to be contactable by the office at all times. The signal in my area is 100% but the phone is irratic at best.

I have looked at many deals - I am not prepared to fork out for a handset. My tarriff with O2 is £20 for 500 minutes, 1000 texts and free WAP - better than simplicity and many deals around.

I don't want an iPhone. I'm not paying a high tarriff and a purchase fee if I don't need to - it's just a phone - Apple or not.

O2 where completely uninstered, that's more of the problem, they clearly aren't bothered about keeping my custom.

[Anonymous]

Sorry to ask the obvious question, but have you tried sending your phone back for repair?

[Anonymous]

Yes. This is the 2nd handset. They're all as bad as each other. I have upgraded to the most recent firmware - it was better, but still poor.

For example, sometimes the phone just locks (something to do with the Windows Mobile Software I presume). Other times I can't answer a call (just freezes). Also, at times, it doesn't display that I have an SMS.

That aside, even if I have the phone power settings all set to the lowest power settings (i.e. no screensaver, display only on for 10 seconds on stanby, WIFI off) I am lucky to get 14 hours standby from it. It was worse with the OEM battery (about 10 hours). I have to take a charger with me everywhere I go. It's useless and I should have known better that to trust and O2 rehash when I took the contract out. I guess some would say it's my own fault, but seriously, I just want a phone that works properly.

Oh well, if O2 aren't bothered then I'll just move network. It's a bit of a no brainer I guess, I'm just dissapointed they weren't interested in keeping my custom.

[Anonymous]

They don't let you upgrade early for nothing because you pay for your phone over 18 months and if it is early you may not have paid for your phone fully or they may have made 0 money from you. Sounds like you have a retentions discount as well, you signed a contract with a good deal, to then expect to leave your contract early is a bit hopeful! Also even of you could upgrade early chances are you will lose that discount as well.

[Anonymous]

Sure,
I understand.