This is not a complaint more of how I like to be treated and made to feel a valued customer. I would say a valued customer is a person who has been with the company for a period of time, pays the bills no arrears and wants to stay as a customer.
My contract and service from O2 to date has been good apart from the last few days when I wnated to upgrade my phone. I was aware that I would have to make a payment for a little bit to pay the rest of my device off. No issues.
I tried chat in the evening and a very helpful person was there and made a number of interesting offers but I needed to research further, however on the hour they vanished, i presueme they shut, it was late.
I then tried again a few days later in the morning to use the chat and spoke online to a sales person. I asked as a exisiting customer could she give any incentive to stay with O2. After several offers which I could see myself from the O2 pages there was no incentive to renew. I even explained that there were better offers with other providers and that I could get cashback through a well known site which I will not mention here as this is not the purpose of the discussion. I was told that this was a 3rd party seller. Again I tried to explan that it was not. They direct you to O2 where you sign up direct with them. No 3rd party. The website then is given commission by O2 who then give you an amount back of that commission in the way of cashback. I asked for a copy of the chat and was told it would be emailed to me.. To date it has not arrived.
I then visitied my local store. Very helpful but could only offer me the same deals and no incentive to remain a customer. I thanked them for their time and went to 2 other shops. One a direct supplier like O2 the other a retail company selling various providers services. In both cases I did not tell them what I was paying at that time nor what I had been quoted. In fact when they asked me how much I wnated to pay I said nothing would be perfect but said I would like unlimited calls / texts and 5GB data on a specific phone.
Results were the direct provider was £5 a month cheaper than O2 or about 12% if my maths is correct and offered 8GB of data, notably I did not want it but the package was cheaper having 8GB than 5GB, they offered me the cheapest deal with the greater data all be it i did not need it. The other supplier was was very similar to O2.
I returned with the numbers to O2 hopeing at least they could match the prices even if not the extra data. IN response no but very sorry and genuinly apologetioc saying they had no room to go on the price. I understand. I left them my email address incase they could find a way forward. They explained to me about how top get the Pac code and I had the worng information so again in the O2 shop thank you.
I then tried to pay the outstanding amount on the hand set. The staff member contatced the customer services so I could make the payment, then apologiosed, embarrssed, looking at the phone and said they cut him off.
So do I feel valued, no not really. Is it a complaint, no its not meant to be. Do I want to change provider, not really as i have never had an issue but you would think there is some flexibility somewhere.I would just like to raise the point of being made to be felt valued go's a long way!
