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??????

[MI5]

Well considering I'm fully opted out of marketing calls it's a bit naughty - I could make a big fuss if i was that way inclined

[Anonymous]

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@MI5 wrote:
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.....

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In Outbound (before I moved to PAYG Retentions, recently) we had to change our greeting to "on behalf of O2" as we're effectively Capita Customer Management Ltd/O2, and it needed to be FCA compliant - a few of us didn't like the idea.. but we did as we was told... it caused us (as you can imagine) no end of call issues when doing Outbound calling.

When I was faced with questions about are we "O2", I advise that O2 uses Call Centres like most other ones (Vodafone and the like) and to help - I usually get the customer to pick a date/month in last 2 years, and I'll tell them what their bill was that month, as we can access their Direct Debit details (to try to put minds at ease, which helps sometimes).  I also mention it's useful for other companies as if they can't give those details - they're not legit, as only official ones have your billing information.

Of course with all the non-legit and "problem making" parnters out there, it doesn't always work and causes more issues than it's worth.  But we had a job to do.. so we do it.

As for mispelled or wrong names... sometimes the campaign details on customers, can be out of date due to either address moves, CPW errors when they migrated over, poor Advisor inputting of information in store/on phone or whatever reason.

For all that same and done.. I'd say (as I used to be one) ... give them a few minutes.. and if they say they're "Calling on behalf of O2" and they say "Capita/Customer Management" - I can assure you it's one of my people I work with every day.

[MI5]

Hmmmm, maybe it was you calling me

[Cleoriff]

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@MI5 wrote:
Hmmmm, maybe it was you calling me

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Whatever...I would still put the phone down. Misrepresentation of anything is a no no in my book...A bit like a first aider inferring they are a trained nurse/doctor. (And no I am not criticising first aiders, they do a sterling job...just making a comparison)....

[MI5]

Well I don't want an upgrade anyway so it makes no difference who was or wasn't calling me.

[jonsie]

Maybe it's just me but if someone cold calls me and uses the terms, on behalf of, the call goes no further.

[MI5]

I fully understand where @Anonymous is coming from but feel the same @jonsie.....

[Cleoriff]

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@MI5 wrote:
I fully understand where @Anonymous is coming from but feel the same @jonsie.....

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Yeah but we have to remember that @Anonymous works for retentions at O2...so will need to get his point across

[MI5]

Why?

[Cleoriff]

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@MI5 wrote:
Why?

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Because I expect he is one of the callers we hang up on?