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02 Upgrades - terrible service

Anonymous
Not applicable
Just made a call to upgrades after enquiring via email to upgrade my Simplicity to a contract with a handset (specifically the HTC HD2).

After waiting 10 mins in a queue, I spoke to a throughly unhelpful advisor, who obviously couldnt be bothered with the call. Barked some prices at me, patronised me when I asked him to repeat himself(because he rattled off the prices so quickly) and then said if you want anything else speak to retentions.

NOT impressed with the customer service skills.

Although, from reading this forum, I'd be silly to expect any good CS ?

Any pointers on what i should do next? Should i speak to retentions and threaten to leave?
Message 1 of 12
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11 REPLIES 11

Anonymous
Not applicable
I would speak to retentions regarding an upgrading enquiry, i have spoke to 4 people recently at retentions who although didnt tell me what i wanted to hear they were all very nice and helpful.
Message 2 of 12
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Anonymous
Not applicable
I'm currently paying £20 per month for 600mins, 1200 txts and free unlimited net bolt on.

Vodaphone are offering same mins/txt/web with £50 for HD2 for £35 per month

#### are doing same tariff on o2 for £32.50 p/month with £99 for handset

Best he could say (or i could catch him rattle off) was if u want a free handset its £40 per month on 24 month contract, and didnt even bother detailing if the mins/txts/net was the same, less or more.

Am i armed with enough info to tackle retentions? My partner just moved from Pay and Go to Pay Monthly with ####, got free PS3, and when he called up to retain his P&G number, they creditted his account with £170!!

I've been a customer more than twice as long - do i have a case to demand a free(or maybe £50) phone?
Message 3 of 12
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Anonymous
Not applicable
I would speak to Retentions to see what they can do first as they do have room to make offers but how far they can go depends on what phone you want, average spend, how long you been a customer etc.

If your out of contract and due an upgrade they should be able to offer you something.
Message 4 of 12
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Anonymous
Not applicable
Well that was a complete waste of time.

I called back to speak with retentions, was held in a queue, fair enough.

When my call was being tranferred to an advisor, it proceeded to ring, and then disconnected me!

I have sent a strongly worded email to customer services, as it seems they do not wish to speak with me on the phone!

That Voda deal is looking ever more promising!
Message 5 of 12
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Anonymous
Not applicable
Well that was a complete waste of time.
I called back to speak with retentions, was held in a queue, fair enough.
When my call was being tranferred to an advisor, it proceeded to ring, and then disconnected me!
I have sent a strongly worded email to customer services, as it seems they do not wish to speak with me on the phone!
That Voda deal is looking ever more promising!
its common to get cut off ive lost count how many times its happend to me it makes you wonder if some cs staff find it an easy option if they cant be bothered with your problem 😞 id be well surprised if the respond to your email grin
Message 6 of 12
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Anonymous
Not applicable
Even CS staff get cut off from time to time. slight_smile
Message 7 of 12
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Anonymous
Not applicable
Well that was a complete waste of time.
I called back to speak with retentions, was held in a queue, fair enough.
When my call was being tranferred to an advisor, it proceeded to ring, and then disconnected me!
I have sent a strongly worded email to customer services, as it seems they do not wish to speak with me on the phone!
That Voda deal is looking ever more promising!


No offense but I doubt they saw your number and thought 'Better cut them off'!!!! Just call back, getting cut off in a call is life despite being quite annoying.
Message 8 of 12
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Anonymous
Not applicable
You will be better speaking to retentions if you are looking for a better deal.
The upgrades department get all the 'I want something better' all the time and they really cannot offer anything other than a standard deal. If you sounded demanding, it would probably be a better thing if he/she told you to speak to retentions.
Also, when I've rang up before I've been cut off, but I don't really see other advisors cutting people off so it must be a fault on the line.
Message 9 of 12
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Anonymous
Not applicable
o2's standardised response....

Good evening Amanda

Thanks for getting back to us about your contract upgrade. I'm sorry to
know this recent chain of events. I understand that your recent contact
with our customer service team wasn't a positive experience. I learn
from your email that both the times you had to wait in queue for around
10 minutes and your call was disconnected on the second occasion. This
is highly unusual, I apologise for the same. I'd be upset too if I'd be
in your place. I certainly value the number of years that you've been
with us. Let me see what best I can do for you.

Amanda, I'm sorry to know that you aren't happy with the deals you've
been offered. Just to confirm, you can upgrade your contract anytime
now. Our upgrade offers and deals change from month to month and as such
we can't always offer the same deal. I know that this not the answer
that you're looking for, but I hope I've explained things clearly for
you.

I don't want you to be disappointed for this. I do hope that you won't
take the above as a reason to consider leaving us. We value you as a
customer and want you to stay with us. I'd request you to speak with our
specialised upgrade team on 0870 600 7102 between:

- Monday to Saturday 8am to 8pm
- Sunday 10am to 8pm.

They'll be happy to help you with the best deals. Calls made on the
above number are free of charge from your O2 mobile. However, it's
charged at a national rate from a fixed line or other service providers.

Note the bad grammar.

Looks like another call to Retentions to get anywhere then....
Message 10 of 12
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