Need help and advice

[Charlieboyoo]

Upgraded yesterday a Samsung galaxy s8 plus yesterday by phoning o2.I was offered a really good deal.or so I thought.collected it at a local store and everything was fine.Or so I thought.I never got any info about the contract,so I called o2 customer services.i asked why is the deal not a refresh and they said they offer other deals.i was surprised cause I thought o2 only do refresh.I know I'm partly to Blaine cause I should of realised or mentioned.Went back to the store and I returned the phone.the store told me that it would take 7 days to return.So I was pretty annoyed and I contacted o2.they said no you have been given the wrong information.its 24 hours.I waited and now I've been told by another agent when I called that they can't match the deal I got,I should have never been offered it and O2 only do refresh deals.plus they want more money for the upfront payment for the phone.Was also told that I would have to wait another few days before I can upgrade.Everyone I speak to is giving me different info.im totally annoyed and I'm thinking of going elsewhere cause it's like Russian roulette who I get put through to.

[Anonymous]

@Charlieboyoo O2 only do Refresh tariffs directly. Did you take out the contract initially at CPW or another independent? The wait to upgrade Is usually 24-48 hours after the phone has been scanned in & cancelled 

[jonsie]

You might want to think about making a complaint. There is no excuse for offering a deal then being told you shouldn't have been offered it. The wait though is normal as it can take a week before the return is scanned back into stock. 

https://www.o2.co.uk/how-to-complain

[MI5]

Well that's a mess. Who was it you spoke to that offered you the deal?

[MercedesS]

Hello @Charlieboyoo,

We are sorry to hear about your experience. As you know, the O2 community is a group of customers like you, happy to answer questions, discuss O2 or chat about any related topic, but we are not Customer Service.

Please make sure to follow their advice if you’re unhappy with how your issue has been handled by O2 and let us know how it goes 

[Charlieboyoo]

Thanks for the help and advice.an o2 representative contacted me and helped me out.Then the complaints review team contacted me today and apologised and resolved everything.Pretty pleased

[jonsie]

Good news, glad they sorted you out 😀

[MI5]

Good to hear

[MercedesS]

Great news  @Charlieboyoo!!!

We are here to help. We hope to see you around