aerial-02

[Anonymous]

i have a nokia fone.   aerial keep saying that if i wish to change systems i have to pay for the year i owe on my contract, but i am not on a contract.   i bought my fone in a shop nothing to do with aerial or 02 apart from the fact that we put the sim card in my new nokia (that was) and carried on as normal.   i now want to change to an apple i fone 5s but am unwilling to pay a year to aerial/02 for a contract that i have never seen nor ever agreed to.    what do i do please??????

[Beenherebefore]

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@Bambino wrote:

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Why does O2 partner with them? Don't these problems filter through to management?

Probably because O2 are a useless company.......proven by the number of basic business conduct errors reported on here.

[Toby]

Hi @Anonymous,

I'm Toby, the Community Head. Welcome! Feel free to send me a private message and we can have a chat about this :).

[adamtemp64]

Toby this has to be the strangest of them all the op did not know they even had a contract !

[Toby]

Hi @adamtemp64, I shall have a chat with @Anonymous and look in to it. I'm sure there's a logical explanantion

[Anonymous]

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@Bambino wrote:

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@Anonymous wrote:

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@adamtemp64 wrote:

Here we go again another obvious case of misselling by aerial (a trusted partner?)

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*cough* trusted... isn't the word I would use... profanity filter would die from the words I'd use, and the trouble it causes me in Retentions calls...

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@Anonymous If even O2 staff despair of this unscrupulous company, the question needs to be asked. Why does O2 partner with them? Don't these problems filter through to management?

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*shrugs* we ask the same questions sometimes... only we ask if of many companies like LBM and Aerial.  Problem is like stores and agents.. not all are bad.. just the minor ones dragging the others down.

The only information I can usually get out of anyone is "they generate leads", "we know about the problems", "if people get problems.. log them as we'll feed them back" ... outside that there is the usual Call Centre vs 3rd Party "if, maybe, but, whatever" lines, as I doubt even most managers can do much about it...  in the end we just end up giving up and taking the rough end of the customers dis-satisfaction, because it's our job to deliver "great customer service.. no matter what they throw at us"

(and I really should pay more attention to the forums on my days off, otherwise I wouldn't have missed this post/question lol)

[Cleoriff]

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@Anonymous wrote:

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*cough* trusted... isn't the word I would use... profanity filter would die from the words I'd use, and the trouble it causes me in Retentions calls..

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*shrugs* we ask the same questions sometimes... only we ask if of many companies like LBM and Aerial.  Problem is like stores and agents.. not all are bad.. just the minor ones dragging the others down

The only information I can usually get out of anyone is "they generate leads", "we know about the problems", "if people get problems.. log them as we'll feed them back" ... outside that there is the usual Call Centre vs 3rd Party "if, maybe, but, whatever" lines, as I doubt even most managers can do much about it...  in the end we just end up giving up and taking the rough end of the customers dis-satisfaction, because it's our job to deliver "great customer service.. no matter what they throw at us"

(and I really should pay more attention to the forums on my days off, otherwise I wouldn't have missed this post/question lol)

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Very refreshing to see an honest answer from someone who works for O2. It shows it's not just us, the customers, who have such a dislike of Aerial and the problems it causes for so many.unsuspecting people out there. Sad that employees like yourself can't do much about these so called trusted partners. ...because in the long run it must impact on genuine O2 advisors. Main reason being we always advise people NOT to sign up to a contract from any cold callers.....Of course this could include genuine O2 staff....but we never know they are genuine as Aerial and the like, go out of their way to misrepresent themselves in order 'to get the sale'

[MI5]

I had the "we are calling on behalf of O2" call last night - I didn't stick around long enough to find out who they actually were though.....

[jonsie]

Those are key words that should start aslarm bells ringing....'on behalf of' and people tend to think they are dealing direct with O2 rather than the trusted partners who then sell you a quite inappropriate business contract with far less consumer rights.

[MI5]

Yeah, that's why I legged it.
I know it's O2 passing my details on though as they used my incorrect name which only appears on my o2 account !

[jonsie]

It's easy to confuse MI5 with MI6 to be fair...