Hi, Firstly I would like to say that I am not blaming this guys on other side of my screen but all managers & directors with are in most responsible for quality of standard given to customers. I feel really disappointment with that what I get from O2 within a last few days and would like to share it with you.
Purpose of my chat to guys from o2 was simple - upgrade, Me and my husband are with the network more than 8 years on one account but 2 contracts, generally we paid average of £40 pounds per month (£37 tariff), that give 80 a month, over a 8 years that gives nearly 8k - of course price of tariff include privilege of keeping brand new phones with "bite apple" on a back side so I can’t complain about that but…
In next month my contract will terminated so I try to upgrade it. I looked in all mayor UK networks (Orange, T-Mobile and O2 (as last one) off course because I had feeling that as an existing customer I will have best deal.
Guess what…
… I was wrong – two others network give me cheaper or similar offer as new customer
Surprise?
Below is a conversation with improve me that O2 deserve to be “The worst network in UK”
Due to some reason name of advisor was slightly changed.
Welcome to O2. Someone will be with you soon.
We're really busy right now. Thanks for waiting.
We're really busy right now. Thanks for waiting.
We're really busy right now. Thanks for waiting.
We're really busy right now. Thanks for waiting.
We're really busy right now. Thanks for waiting.
We're really busy right now. Thanks for waiting.
We're really busy right now. Thanks for waiting.
We're really busy right now. Thanks for waiting. -------------- after 38 minutes
You're through to 'Gxxxx'
Gxxxx: Hi there. My name's Gxxxx I am an O2 Re-Contract advisor, how can I help you today?
Me: Hi, i would like to upgrade
Me: my contract
Gxxxx: I'll be happy to help you with that.
Gxxxx: Can I’ve your full name and O2 mobile number?
Me: i mean i would like to speak with you about an offer
Me: with you can give me
Me: Me xxxxx – 07xxxxxxxxx
Gxxxx: Thanks.
Gxxxx: Please can you tell me the 4th and 5th character of the answer to your security question?
Me: there is only 3 
Gxxxx: I'm sorry.
Gxxxx: Please help me with your last bill amount and the first and last digit of your sort code.
Gxxxx: Please ignore the above line.
Gxxxx: Please help me with the last two character of your security answer.
Me: xxxx
Gxxxx: Perfect.
Gxxxx: Are you looking to upgrade with iPhone 5s?
Me: to be honest yes but its depends of price
Gxxxx: Okay, let me help you with the deal.
Me: and i do want any of this 5 "c" models
Gxxxx: Please help me with the security code that I sent on your mobile number.
Me: didn't received any yet
Gxxxx: I sent it on your number 07xxxxxxxxxxxxx.
Me: number is correct but still waiting
Gxxxx: I'm sorry for the inconvenience caused to you, in this case I'd suggest you to visit your nearest o2 store.
Me: i have no time
Me: to walk to store
Me: code is : xxxxxxxx
Gxxxx: Perfect.
Gxxxx: Are you looking for iPhone 5s or 5c?
Me: 5s only
Gxxxx: Okay.
Gxxxx: You can go with an O2 refresh deal on £32 tariff(24 months). In this you'll get unlimited minutes, unlimited texts and 1 GB data with unlimited O2 wifi. The upfront cost for iPhone 5s 16 GB is £169.99. Here your airtime tariff will be £17 per month and the phone plan will be £15 per month.
Gxxxx: Or you can go with an O2 refresh deal on £37 tariff(24 months). In this you'll get unlimited minutes, unlimited texts and 1 GB data with unlimited O2 wifi. The upfront cost for iPhone 5s 16 GB is £119.99. . Here your airtime tariff will be £17 per month and the phone plan will be £20 per month.
Me: this is exaclly same as on website
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CHALLENGE ACCEPTED J
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Gxxxx: Yes Me.
Me: i though as a loyal customer I can get better then that
Gxxxx: Which deal would you like to go with?
Gxxxx: Me I'm just a chat support advisor, we're here to promote our online deals and help customers placing Order online.
Me: So it mean there will be no better option for me with o2?
Gxxxx: Right now we can only help you with this deal.
Me: i will happy 32 pounds/month but upfront cost is to high
Gxxxx: You can trade in your current handset.
Me: OK can you help me with other think then - i want to transfer my number to other network
Me: i need PAC number
Me: could you give me one valid now?
Gxxxx: Yes I can help you with PAC but won't you think £32 tariff is a very good deal.
Me: 32 is a good deal but if I will get iphone 5s without any upfront costs
Me: simple
Gxxxx: You can also trade in your current handset to pay off this upfront cost. I'll help you with a link for more information about this.
Gxxxx: We have got a great service that you might be interested in, o2 recycle this will give you cash for your old phones click here , thank you.
Me: my current phone is worth twice much more then that recycle offer
Me: on ebay
Me: and 32 per month with current handset i can get everywhere sorry but I feel you are kidding me with an offer like that
---- WRRRRRRRRRRRRRR what are talking about!!!!!!!!!!!!!!!!!!!!!!! ---
Gxxxx: I'm sorry if you think so.
Me: my husband got iphone 5 for 35 pound a month (new customer in other network) and guess what - I am with o2 more then 8 years with two contract and you give me that...
Me: it is disrespect to me
Gxxxx: I'm just a chat support advisor, we're here to promote our online deals and help customers placing Order online.
Me: So I would like to speak with someone who will give me what I am asking if that not a problem
Gxxxx: I'm sorry for not being able to offer you your choice of deal but I can only help you with the deal as available on chat.
Me: Me: So I would like to speak with someone who will give me what I am asking if that not a problem
Gxxxx: So what would you like me to do?
-------------- I JUST TOLD YOU WHAT I WANT YOU TO DO !! ----------------
Me: I do understand that you follow procedure from your screen but… 
I would ask you for transferring me to other advisor who got a opportunity to deal with my case on my or close to my expectation
Gxxxx: Me I'm sorry but here on chat we won't be able to alter the above deal.
Gxxxx: Is there anything else I can help you with?
Me: PAC number please ------------- ENOUGH ---------------
Gxxxx: There is some important info you need to know about your disconnection, please click here to read through it.
Gxxxx: I'll help you with this.
Me: And Your full name
Gxxxx: Please let me know once you go through the above terms.
Me: I know very well about terms & condition regarding this matter
Gxxxx: I've generated the PAC for your number.
Me: Thank you
Gxxxx: The PAC is xxxxxxxx.
Gxxxx: This is valid till xxxxxx.
Gxxxx: Your contract with us will be disconnected once you use this code with another service provider and the final bill will be generated within 14 days from the PAC used date.
Gxxxx: Please note that if you don't use the PAC within the expiry date then your account with us will remain active.
Gxxxx: Thanks for your time and patience.
---------------------------------
I was upset to service given so I start having fun by simple answer…
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Me: Can you give your full name please
Gxxxx: I'm only Gxxxx from O2 pay monthly chat.
Me: And I would like to know your full name
Me: in case of any feedback - this is my law that I can ask for a full name of person with I am talking to
Gxxxx: I'm sorry we don't disclose our personal details on chat.
Me: So why you asking about details of your customers?
Me: you have no right then its sound from that what you saying
------ Man was bit confused, I wait 4 min there was no action so again: -----
Me: Can I have your FULL name, please?
Gxxxx: Is there anything else aprt fron this I can help you with?
Me: If I will have your full name then yes, I will not go ahead with anything else without a full name of person with I am talking to
Gxxxx: I'm Gxxxx from O2 pay monthly Re-contract team.
Me: So your full name is: Gxxxx from O2 pay monthly Re-contract team?
------------- 
---------------
Gxxxx: Gxxxx Sxxxx.
Me: Thank you for your help Gxxxx Sxxxx. Have a good day.
Gxxxx: Bye and take care.
O2 has ended this chat session.
Conclusion: Dose all that people with train guys from Customer Service think that customers are fools? I feel to be treated like idiot by offering me something what I can get everywhere without involving anyone. I just hardly try to stay with them but now I see is not point.
It is looks like they have enough customers and don’t need to cares that one “frustrated” woman want upgrade a contract with them with some “Special” agreement.
Just to let you know, couple months ago my husband get £100 off upfront costs from o2 without stress when doing a upgrade – so what is that all about now?
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After skimming over your post it looks as if you're looking for some sort of discount because you've been a customer for 8 years. O2 doesn't offer loyalty discounts any more. New and old customers are treated the same. You paid your bill for 8 years. The same as every other customer would have to do. If you think you can find a better deal elsewhere, then take it. Just make sure you can get as good of a signal with a new network as you do with O2. That should be your primary concern.
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@sheepdog wrote:From what I read (and all of it)
If you have to go elsewhere, do it and don't hesitate about it if everything works in your favour.
Good to know I had the right answer!
