O2 open excluded devices. Again lol

[AlanJ85]

Hi sorry if this isn't in the right board. I've just upgraded to the p20 pro. I've signed up for the open discount which has been accepted. I'd spoken to girl in the O2 shop prior to upgrading, who assured me I'd still be eligible for the discount if I upgraded. the live chat person has also told me I'm eligible. However when I go into add the discount it says my phone isn't eligible? I've searched and can see no excluded list and wasn't made aware of this before I changed and had my old 30% discount removed. Can anyone shed any light on this? Many thanks Alan.

[Marjo]

Cheers @darrengf for the links and screenshots, I will pass this on! 

@AlanJ85 sorry to hear about the frustration you've had with this. 😞 I'm going to drop you a private message here on the forum shortly - please do check when you get a moment.

[Cleoriff]

@MarjoYou may want to ask O2 why they have this silly rule about excluding flagship devices from O2 Open?

I can get my head round the 'not being able to unlock for 6 months rule' (just) but being ineligible for Open is ridiculous in my opinion.

The P20 pro costs more than the P20 and yet they are barred from applying. As it has to be applied within 30 days of taking the contract out, they will never be eligible

Certainly with nothing on the website to indicate this, O2 could be guilty of misselling

[AlanJ85]

Ok so tried to call O2 to complain. Was told by someone on the phone that I am eligible but I need to text the word discount to 2020. And it'll be added that way. Got a text back asking for the details I've already provided and it says we'll get back to you in 3 days. I feel like I'm being led on a wild goose chase while they come up with ways to get me to use up my 14 day cancellation period.

[Cleoriff]

@AlanJ85You might do better if you ring them again and wait for the option 'thinking of leaving'

Once you are connected, explain the issue and let them know people who have complained are getting the Open discount asked for.... whereas you are being sent round in circles.We have a couple of threads running where customers have told us they have now had the discount applied

See if they will do it for you...?

[MI5]

Texting is the usual way to get the discount on approved devices https://community.o2.co.uk/t5/Other-Products-and-Services/O2-Open-amp-Friends-and-Family-discounts-H...

[jonsie]

Complaints are always better in writing especially as precedents have been set by the complaints review service