Upgrade Lies

[Anonymous]

Hi

I upgraded in November and got a shiny Iphone 6 and a new contract with more data. As part of the deal I also managed to get free O2 Tracks. Given that I went through the upgrade process over Chat, I was able to spell out the deal before finally agreeing to the upgrade. 

I have just been in contact with O2 customer service and apparently I was "misinformed" by the upgrade adviser and O2 Tracks is actually not free i.e. I was lied to.

At this point all I am receiving are apologies for the misinformation from O2 customer service, however as a customer who has been with  the network for a few years and who is out of poacket I am not satisfied with this shoddy treatment. My mistake in all this was that I didnt have the chat trascript emailed to myself. As such I wanted to warn everyone else considering an upgrade to ensure that you keep a transcript fo the Chat so that you cant be "misinformed" as well.

I cant think of any situation where I have been as blatantly lied to as this.

Best regards.

[Anonymous]

You upgraded via live chat, that's the first mistake.

Escalate the complaint through the complaints process.

http://www.o2.co.uk/how-to-complain

[MI5]

The chat notes should be on your account so ask CS to review them in the first instance.
If you wish to escalate the complaint the process to follow is here http://www.o2.co.uk/how-to-complain

[Anonymous]

It can sometimes depend on who you talk with at customer Services on 202 to how they deal with a situation.

Perhaps give them a call back and speak to another agent and they may resolve this for you.

If not then by all means complete the online complaint form and wait 7 days for a response.

[jezza1234 · Accepted solution]

It is my understanding that you get O2 tracks FOC for the first month. Thereafter there is a monthly charge. Perhaps this is where the "confusion" has arisen.

Best thing to do is as suggested on this thread go back to CS and explain the issue and what you were told. If you dont want O2 tracks cancel it and you wont get charged anymore if you do then some negotiation is clearly needed. If you have an iphone 6, Itunes is a better bet anyway::smileyhappy:

Additionally when you do go back to CS go though to someone that is on the "other issues with my account" team as they are normally a lot more helpful.

[gemz4the1]

When I signed up to pay monthly in September I did it on livechat. (silly mistake but I didn't know at the time how 'not good' they can be) Once the deal was agreed I got the chat emailed to me.  When it was set up, the second month I wasn't given my discount so I called O2 CS and read the chat to them and they put the credit on my account. 

In future, if you use livechat. always get the chat emailed to you at the end because otherwise O2 sometimes cannot find the chat and therefore you have no evidence of what was said.

[Anonymous]

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@gemz4the1 wrote:

When I signed up to pay monthly in September I did it on livechat. (silly mistake but I didn't know at the time how 'not good' they can be) Once the deal was agreed I got the chat emailed to me.  When it was set up, the second month I wasn't given my discount so I called O2 CS and read the chat to them and they put the credit on my account. 

In future, if you use livechat. always get the chat emailed to you at the end because otherwise O2 sometimes cannot find the chat and therefore you have no evidence of what was said.

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But your problem was resolved during the first call to CS, which is within the bounds of acceptable service, right?

[gemz4the1]

It was resolved within 2 livechats but yes it was within a reasonable period of time.  My only pain was that I had to contact them to remind them to apply the credit.  It could of been a genuine mistake I guess.

[Anonymous]

Sorry to hear about that @DoctorFuzz . 

Great advice @gemz4the1 , it's very important to always get the chat emailed to you to avoid any future misunderstandings.