Well having just got off the phone with a very nice lady at O2, whose own line manager said they thought it ridiculous that with the new Refresh available, O2 still won't look at this on a case by case basis, I'm tied into this - and whats more ridiculous is that on the current contract I am on if I wanted out not only would I have to pay off the phone but pay for services which are no longer being provided - IE: airtime etc etc. I checked, that's over £600 left over the next 16 months of my 24 month contract. The person on the phone said have I tried to see "what O2 would give on Recycle" - yes I have and it's £240 - that doesn't even begin to cover. Yet O2 won't look at each case separately and see if they can work with EXISTING and LOYAL customers.
I have a phone which is useless for my needs and I am now stuck with it for the next 16 months. O2 won't look at this on a case by case basis and amend contracts to transfer to Refresh, so basically O2 have swung a shiny carrot at its customers that won't actually help a lot of us at this time. Yet again I feel loyal customers are being kicked in the teeth. I see no reason why O2 can not look at this on a case by case basis, especially if they know the customer is willing to sell the phone back to them (and we all know O2 sells refurbished phones back at double what the customer will get on Recycle) and take out a new phone contract with them for a different handset.
Seems wholly unfair, and it's left me feeling very upset - I look at the brick I have sitting on its charger right now (iPhone 5) and it sickens me to know I can not get out of this phone contract and there is nothing O2 is willing to do to help. Please don't get me wrong I am well aware what a contract means BUT what I am upset about it O2 puts this new system out there which would benefit a LOT of existing customers and yet they are not willing to work with them to see if there are merits to moving customers over based on the case presented to them.
It seems that loyalty is no longer rewarded.
