I, 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.
