When is an UPGRADE not an UPGRADE!?!?!?

[Anonymous]

I believe I have been mis-sold by o2. My 24 month o2 contract clearly states "free upgrade after 12 months". I have a Blackberry 9700 which was sold to me by o2 because, according to the salesman, it was the better of the Blackberry phones for business use. 12 months later I requested an upgrade to be told that my options were either a) a Blackberry Bold 9780 at a cost of £195 or b) a Blackberry Curve 8520 Free of Charge. Option A is not free. Option B is not an upgrade, in fact it is an inferior product. Despite my complaints it would seem nothing can be done because according to o2 we (they and I) have different definitions of the word “upgrade”. I either pay for the upgrade or accept an inferior model. I have reported o2 to Oftel and to the Trading Standards Office and am now waiting for a reply to my email to o2 Complaints Department before I contact the Communications Ombudsman. I have checked numerous online dictionaries and technical glossary forums and can find no other reference to the term “upgrade” other than the one in the Oxford English dictionary “raise (something) to a higher standard, in particular improve”. Ironically I would be more than happy with an identical phone but alas the 9700 is no longer available through o2 – I don’t necessarily want a better phone but nor do I want a different brand or an inferior model. I will update this and other forums as and when we reach a conclusion.

[Anonymous]

On a 02 business tariff you can upgrade 12 months into a 24 month contract without paying the remaining lengh of your contract therefore your upgrade is free. The price of the phone you choose and if there is a handset contribution charge is a seperate thing. Most smartphones have a charge for them depending on which tariff you move too. It seems to me that there has been some muninterpritation of the word free beacause if you were on a consumer tariff ypu would have to pay the 12 months line rental you have left x your monthly rate to upgrade early and you would only be entitled to an iphone4 as well plus the only tariff than phone is free on would mean your payments would be 42.00 a month

[Anonymous]

“some misinterpretation of the word free”…. Would someone please tell me how the word FREE could possibly be misinterpreted.
I have a business contract. O2 will expect me to pay the full 24 months irrespective of whether or not I claim an upgrade (or downgrade). It is pretty clear to me now that the o2 sales representative has promised me something in writing that he shouldn’t have. BUT THAT IS NOT MY FAULT.
Anyone - one week on from my letter and email complaint to o2 and I am still yet to receive a reply. Some customer service that is... or perhaps they are snowed under with complaints.

[Anonymous]

Well, its already been explained, but as you asked;
If I, as a consumer customer, wanted to upgrade halfway through a 24 month contract, I would have to pay off the remaining 12 months.
As a business customer you have the option to renew your phone and start a new contract without this charge, you can do it free.

O2 will expect me to pay the full 24 months irrespective of whether or not I claim an upgrade (or downgrade).

No, that is what's free, you can walk away from your commitment and start a new one. On a consumer tariff you pay for both the old contract and the new one. So it is a free upgrade, not a free phone.

[Anonymous]

Ok just had a very interesting conversation with customer services.  'Free' appears to mean that at the end of my committed contract term, I can upgrade my contract to exactly the same as that offered to any new customer....there is NO loyalty benefit at all. I shall be upgrading my contract to Vodaphone.

[Bambino]

There hasn't been a loyalty benefit for some time now. Everyone is treated equally. You're free to go where you want to when your contract ends.

[MI5]

Good luck. .... you're gonna need it