bureaucracy gone mad

[viridis]

So, no less than 5 days after my tablet mobile broadband contract begins, I notice O2 are running a "double your data" promo for tablets.
Well, I'd certainly rather have 2gb on the tablet than 1gb and considering I'm within the 14 days I'd thought I'd ring up and give it a try.
After being cut off twice, I thought I'd give a try to Retentions,
Explained the length of time I'd had tariff, explained the offer... "oh yeah, Customer services can change that for you, just a simple tariff swap, I'll put you through"

Cut off.

Ring again and explain to customer service the above, they offer to increase data with a price increase. I explain again the offer, and that it's only a 5 day old connection, and that Retentions told me it was a simple swap.

"Oh, I'll take a look and call you back"

They did call back,

First they told me it wasn't available on that device, I explained it was and is a selling point on the main page.
Then they told me the tariff is not upgradeable, I said I don't want it upgrading, I want the data swapped for the new allowance shown on the site less than a week after connection.

Them they told me: and I emphasise...

"You can return the tablet, cancel the contract and reorder the tablet to get the promotion"
What?!?
O2 would rather lose money on the returned tablet, in order to then send out a different one because they won't do it on a currently running but still new connection?

Mental.

[MI5]

Good innit !

[Cairdeas]

That is crazy right enough..and sadly unsurprising x

[Bambino]

It just gets more and more absurd. The only hope is that this kind of idiocy will disappear when Three take over, but I'm not holding my breath.

[jonsie]

So Retentions say yes, simple, but no one in customer service can override the system or use commonsense in cancelling a tariff and updating with the new one. Far better to send a tablet back, cancel the contract and send out another thus having a 'reconditioned' unit now in stock and making much less profit when sold. Not to mention all the extra work for them and massive inconvenience for the customer. Baffles the hell out of me !

[viridis]

Tbh can't be assed with it now, not returning a perfectly good tablet just for 1gb extra a month.
But then, that's what they want isn't it,

[viridis]

You know what, let's try live chat.

[Bambino]

[viridis]

That went as expected...

[viridis]

O2: Ryan, We can change your tariff for you.

O2: So that you will get more data allowances.

O2: The next tariff which is listed on your account is with 3 GB data.

RYAN: no. I want the 2gb option listed on the site, the connection is only 5 days old and I'm within cancellation period, it's easier to change my tariff to the new 2gb option than it is for me to send the tablet back and reorder isn't it.?

O2: Yes it's easier to cancel this contract within 14 days cooling period.

O2: If you wish then I'll help you with the procedure.

RYAN: it easier to cancel? how on earth is it easier?

O2: Ryan, I'm sorry but on your account if you want to increase your data then we need to change your tariff.

O2: So that you will get extra data allowances.

RYAN: just leave it. tbh I'm appalled that an offer introduced within 4 days of a new connection is not honored and the solution recommended is to cancel thus making O2 lose money by having to refurb a perfectly good tablet.

O2: Ryan, You can cancel your contract within 14 days cooling period if you want to.

O2: So you don't need to pay anything for that.

O2: After that you can get that contract which you want.

RYAN: no, I will leave it as it is

info: ryan has left the chat