Problems buying O2 Insurance for a Pay&Go Phone

[Anonymous]

I hope someone here can help us out!

My partner bought a Pay&Go S4 Mini from the o2 website. The website says you can ONLY buy o2 Insure from an o2 store. We went into our local store today and they (very rudely) informed us that they "did not have the means to sell insurance to a Pay&Go Handset, only Pay Monthly." This was despite the fact my friend had bought insurance on a Pay&Go handset from this same shop on the same phone only a few weeks ago. We called customer service (as per the shop's instruction) who were sure it could only be done in store, but the staff continued to adamantly deny this.

What do we do? We now only have a few days until the 28 day window is up! 

[Anonymous]

I fear more for the nametag-hiding employee that was rude and aggressive! They won't leave tomorrow without his name so God help the kid if he gets rude to MIL!

[Anonymous]

I'll keep my fingers crossed for you.

So you'll be still in the window to add Insurance, Phew

[Anonymous]

just remember that the store manager has the same tools to handle a complaint the same way a customer services manager from customer services, so no reason why he should refer you to the complaints team when he can resolve the issue himself. 

[Anonymous]

How did it go @Anonymous ? I'm curious!

[Anonymous]

We won!

He went in and saw the manager as requested, and he was able to buy insurance (had to pay the annual but hey ho.)

He forgot to get the name of the awfully rude and agressive sales assistant from the week before, but we are still in the process of lodging a massive formal complaint. It shouldn't be that hard to get a straight answer, and it is 100% unacceptable for all but one member of staff to not know about a very important service their network offers.


Thanks for all your help guys!

[jonsie]

Glad you got it sorted and good luck with the complaint. Maybe a goodwill gesture will be forthcoming

[Cleoriff]

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@jonsie wrote:

Glad you got it sorted and good luck with the complaint. Maybe a goodwill gesture will be forthcoming

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I agree. Wouldnt it be lovely if the OP got a whole year free insurance?. (Oh...and you see that pink pig flying through the sky) ...

Seriously very well done. Glad you got it sorted...

[Anonymous]

A long haul to get to the end reasonable result.

Well done you for sticking with it.

[Anonymous]

I'm happy that all ended well!