I went onto the chat one last time and stated that I wanted to complain.
They didn't hesitate and asked for the store name and address at which I got the phone from. Their manager tried to contact the store for clarification of what they had said to me (Which was that if it doesn't say in the small print, it should be okay for O2 Open). Because the store was just closed, I have to contact tomorrow, so will do that and if they don't sort it out then it will be a complaint via resolver.
I have also gained a copy of the chat with O2 so that I can bring it up as proof of contact with O2 in various ways.
I joined O2 because of the discount I could achieve and that even the base price was lower than Three mobiles base price, now disappointed. Just have to wait and see what happens tomorrow, I will let you know my outcome.
I contacted the complaints via the web chat;
I stated the problem and they asked for the store name and address at which I bought the phone and contract from. They contacted the store to clarify what I said (that they said it should be okay for O2 Open).
They got back to me and said all is clarified and everything said is true, so they have provided a discount to me and have done it as a 'loyalty discount'. This is still the normal 25% off I would have received anyway and will be applied to my next bill.
So after all the trouble, I now technically have my O2 Open discount.
The complaints online chat is the way to go to get it sorted.
Thats excellent news @kieranm9090. As you say the complaints route is the way to go. Personally I am still appalled that this happened with a phone more expensive than the P20. Makes absolutely no sense to me.
I honestly can't understand why people have to jump through hoops to get the discount applied
Well done and I'm glad the complaints route sorted it for you.
I would hope this would ow be a set way of dealing with this for everyone but not everyone will have the same backed up evidence you were able to provide @kieranm9090
If everyone makes a complaint I think unfortunately the outcome will be determined on an individual basis.
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