O2 Outbound Team for upgrade

[Anonymous]

Hi all,

I'm due an upgrade in 2 months on my iPhone 6S and have been in contact with the Customer Service Upgrades team through the 202 number.

I've had 3 conversations with the Customer Service Advisors on the telephone to have a conversation about securing a new deal on my upgrade. On the second and third occasion the CS Advisors were unable to authorise my deal but both agreed that what I wanted was not outworldly or unrealistic. I was told that the Outbound Team would have the remit to bend certain things with discounts and the CS Advisors were confident they would be able to assist with securing the upgrade I was after. I was advised that I would have to wait for a call from the Outbound Team which would need to be booked in.

So here I am, 3 days later, after waiting for 3 booked calls from the Outbound Team to discuss my upgrade. As you can imagine I haven't had any missed calls or notifications through email. I have checked with the CS team who confirmed my method of contact had been checked as phone with the correct number. The common courtesy doesn't seem to exist.

What more do I have to do to show willingness to stay with O2? I've seen all the cheaper deals on the internet but I believe in loyalty. However, as I feel like the Outbound Team are now a myth I may as well jump ship.

Can anyone give me some advice?

[Anonymous]

Hi @Anonymous regardless of what you have been told there are no call backs. Chase customer service again & ask to be put through to retentions 

[Anonymous]

Ok thanks. Would retentions have more authorisation for securing a decent deal?

[MI5]

They are the ones with all the deals, but don’t expect anything huge in terms of discount.

[Anonymous]

@Anonymous The deals are most likely only a few quid off the airtime portion of the contract 

[Anonymous]

It does seem like that because you were not going to take their offer they have fobbed you off as they wouldn't be getting any deal from you.

Speak to retention's but they have about as much clout as the rest of them.

[Anonymous]

@Anonymous You are better off upgrading in your local store 

[Anonymous]

Or find a better deal elsewhere and see if they will match it. If they can't and the service is OK for you then you leave and port your number.

Their loss then.

O2 for some reason now don't believe in loyalty deals.

[Anonymous]

O2 will not likely match any other deals from other providers 

[jonsie]

As ever, it all depends on who you speak to....