O2 Refresh The SCAM

[Anonymous]

Been thinking about this since August last year. Coming to the end of my contract i thought oh i have O2 refresh. Happy with my phone i decided to ask the QUESTION. I would like to keep my phone until my free upgrade what happens with my O2 refresh money? You don't get it back.

Here are my issues.

1. A Sim only contract £9 - £15

2. You Pay O2 £25 upwards for a Sin only contract.(RIP OFF)

3. You then pay for the phone at a rate of (Full price of the phone / length of contract in months)

4. Can anybody see this.

5. I am getting bummed here

So here we go.

I dont really like complaining but WTF.

You go to O2 cause you want a phone with your contact and the minuets data text etc.

I mean i got it O2 Refresh cause being a techno-lad I love new techo OH this will be good pay off my 'contract' (and before you get the lawyers around I know it wouldn't be the contract for the 'SIM' cause that would get rolled in to a new 24 month contract) get a new phone BOOM ahead of the game (SUCKER) ". Should have known everything has a price.

I love O2 they have great customer service and it is mainly beyond reproach, and you Mr Customer service adviser, you reading this now instead of the prick that thought of this idea, are a good guy I love coming to you with my problems in your service you strive to help me. Love it don't stop.

But whoever's idea this was mate, I'll be complaining to some financial authority or some trading board. Because it takes the *bleep*.

If nothing happens I might go see someone about say a SCAM that has no place in your business were customers have been mislead. (said reason above by the way). You sell a contract were they expect a phone, and then sell some stuff about how your bound to the contract and the phone, But really if i didn't want to stay with O2 and deal direct with yourselves, I wouldn't have done it, Carphone Warehouse, all these shops they just buy you out to sell the new contract, Believe me i know i work in the car industry i know how PCP works. These places have money set aside to buy them out and you give them the buy out cheaper.

Once O2 Once O2, you have really annoyed me.

Nathan

On a lighter note I blame HTC for making some of the best phones on the market.

[viridis]

Capita?
Whats Capita got to do with any of this?

[MI5]

No where does it say you can continue on the same airtime plan and get a new phone.
Show me where you have seen that please?

[Anonymous]

Their response to me was via a Capita email. You also haven't been keeping up to date, most if not all of O2 Customer Services are now Capita - rumoured to be 1billion deal.

[MI5]

CS is outsourced to Capita but they have nothing to do with advertising or running the business.

[Anonymous]

This is where O2 state that you can change your phone without a new airtime contract but just use your existing plan/airtime

http://www.o2.co.uk/help/upgrades/o2-refresh-explained

O2 Refresh explained

O2 Refresh lets you change phones whenever you want. It works by splitting your bill into two parts: a Phone Plan and an Airtime Plan.

The Phone Plan is the cost of the phone
The Airtime Plan covers all your calls, texts and data
If you want to upgrade to the latest smartphone, all you need to do is pay off the Phone Plan, and you're free to upgrade while continuing to use your Airtime Plan.

[MI5]

Badly worded, as usual for the o2 website.

[Anonymous]

Still a contractual explanation or definition which, unfortunately, O2 fail to honour! They really can't get away with ignoring their own printed descriptor - but they do. No new phone without a new airtime contract at the same time, despite what's in black & white!

[perksie]

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@Anonymous wrote:

This is where O2 state that you can change your phone without a new airtime contract but just use your existing plan/airtime

http://www.o2.co.uk/help/upgrades/o2-refresh-explained

O2 Refresh explained

O2 Refresh lets you change phones whenever you want. It works by splitting your bill into two parts: a Phone Plan and an Airtime Plan.

The Phone Plan is the cost of the phone
The Airtime Plan covers all your calls, texts and data
If you want to upgrade to the latest smartphone, all you need to do is pay off the Phone Plan, and you're free to upgrade while continuing to use your Airtime Plan.

---

Obviously worded wrongly, one for @Toby to refer back.

[MI5]

Taken literally, "while" means "during the time that something else happens".
In this case, that "something else" would be upgrading your contract and also implies that after the time that "something else happens" it would end.

[Anonymous]

Nope Perksie, I kept my original O2 emails confirming this very point when I joined Refresh. O2 no longer wish to honour that deal and are ignoring what's on the website.

I reported this to O2 three weeks ago. They haven't changed(corrected) it, so it must be valid.