So much for Customer Loyalty O2…

grumpy dragonI, like most of the developed world have an iPhone.  I bought this on contract 2 years ago today.  It has served me well, however I no longer want to spend £36 a month for a phone I have now paid for.

Having looked around the web for a bit I decided that I don’t want to spend the best part of £500 on a new phone when the one i have still functions perfectly well.  I looked online and found a deal with three – offering 600 minutes, 1 GB data and unlimited minutes on a SIM only deal for £12.90 a month.  Pretty good – but I travel a lot with work and three are expensive for roaming charges.  I am also a bit lazy and feel like it would easier to continue with O2.  O2 offer a similar product (with less data) for £15.50 a month.  Now i know this is not a big difference, but I don’t see why I should pay more for less.

I called o2 and waited listening to music which was pretty poor for 14 minutes.  Eventually my call was answered by a female who didn’t apologise for the huge wait time.  The call went like this:

Me: I have just finished my contract and would like a SIM only deal.  You seem to be a bit more than some of your competitors online but i am hoping you can offer me a better deal to stay with you.

Lady: Of course Mr TravelFreak (confirms security details).  What kind of package would you like?

Me: Similar to what I have now, Three have a deal for £12.90 which seems pretty good but you are £15.50 and I get less data.

Lady: For 600 minutes you will need to take our contract priced at £15.50.  It comes with 500MB of data.

Me: But I can get 600 minutes with more data for less with Three.

Lady: Yes.  We can’t match that price.

Me: Can i speak to someone in the Retentions department who can perhaps give me a better deal?

Lady: No.  That’s me.

Me: OK just give me my PAC code then please.

Lady: Would you like it as a text or shall I tell you it now?

Me: Text will be fine.

Lady: I have sent that now.

(long silence follows)

Lady: Thanks for your call.

(the call is ended)

Now while my contract is £36 a month, I travel a lot; my average bill is around £50 a month.  I am a good Customer – I always pay in full and on time and in the 2 years I have had the phone, I have only called Customer Service once.  Clearly this is of no interest to O2.

Another great example of being rewarded for loyalty huh? Poor show O2.  Really poor show.

Wow. It's Quiet Here...

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