poor customer retention

[Anonymous]

I have recently phoned up O2 to explain I am thinking of leaving as there is a cheaper deal elsewhere and they refused to match it and gave me my PAK code and sent me on my way without a 'fight'. I have been a customer since BT cellnet and think this customer retention is appalling, they are only interested in accumulating new customers. The most annyoing thing is I have a friend in the buisness who states retention deals like this can be done when matching competitiors. Has this happened to anyone else? what are your thought?

[Anonymous]

Ithink 02's business plan is better described as a "death wish".  Try have not reaslised the differentiator between cellular calls is customer service.

[viridis]

Eh?

[MI5]

Mate, you are not making any sense at all.
You are complaining about been charged for a call you admit you made and now just waffling on. If you are unhappy, raise an official complaint http://www.o2.co.uk/how-to-complain but due to the nature of your issue, we are unable to help you here. Sorry.

[aldaweb]

I don't understand the problem here. You called a number outside those covered by your allowance of your own free will and then wantto compplain that you've been charged. Every company charges for 118 118 thoough some have their own directory service which may or may not be included in calls. Any further connection would be charged either way as that is how these Directory companies make theirmoney.

[jonsie]

The astronomical cost of using 118 118 must be the worst kept secret in the world. I can't believe they are still existing. It's that company you should be berating not O2. Sheesh!

[viridis]

Hang on, 118118 are refunding you nearly all the charges anyway. What do you want o2 to do? The same so you end up getting paid for making calls?

[jonsie]

Makes no sense at all to me complaining about the network when the OP freely admits to incurring these charges voluntarily.