why 0 why

[Deleted member 58846]

Phoned up o2 today because my contract is over with them, I asked them to cancel it and the bloke on the other end asked me if I wanted a deal, so I said let me hear it. 500 txts and 200 mins for 20 pound a month, BUT it would cost me 80 pound for the k800i, I asked why would the phone be free if I canceld the contract and get 750 txts and 500 mins but the contract ius 18 months for £30.00 . He couldn't answer me. I was fuming so I just asked to cancel my contract and get my PAC code..

I have now moved to orange with 600 txts and 75 mins cos I don't use phone calls much with a free k800i with delivery for £25 a month 12 month contract. Comes on Tuesday, can't wait.

I just don't get some of these phone companys I really don't. 02 is starting to boil my blood bigtime.

 

[Energize]

O2s customer service is outrageous I agree.

 

[Deleted member 58846]

O2s customer service is outrageous I agree.

I don't think its customer service because they don't set the scripts, its people higher up the chain like o2 managers e.t.c setting these costs and scripts up.

Basically o2 can shuv it up their backside now, Iv'e been a customer on contract with them for 5 years and never once missed a payment. Surely they have the sence to give the people whos been with o2 a long time more of a discount than that. Its apauling no wounder people are moving away from o2.

 

[Energize]

That and their insane £3/MB data charges.

 

[snow patrol]

i phoned up today and was given a brand new samsung phone for free with 200 mins and 500 texts for ony 15 a month

 

[chris_87]

Phoned up o2 today because my contract is over with them, I asked them to cancel it and the bloke on the other end asked me if I wanted a deal, so I said let me hear it. 500 txts and 200 mins for 20 pound a month, BUT it would cost me 80 pound for the k800i, I asked why would the phone be free if I canceld the contract and get 750 txts and 500 mins but the contract ius 18 months for £30.00 . He couldn't answer me.

A bit of deja vu for me. I did exactly the same on Wednesday last week (been with them a few years) and I said exactly the same thing. I got put through to cancelations and the woman I spoke to refused to admit that new customers got the phone for free, after about 5 minutes telling her I was sitting infront of my computer screen on the 02 website she finally agreed that I was right. I asked why couldn't I get the phone for free (OK I only had a £25 p/m contract last year and only went over it twice), especially when people can choose a lower tarrif, never go over it and still not have to pay anymore for the phone and she wouldn't answer it. I even offered to pay about £50 for the phone but she wouldn't budge from a price of £129 So obviously I cancelled.

It seems your in a much better position being a new customer (no matter how cheap a contract you choose) than being a customer of O2 for a number of years.

[edited for spelling]

 

[Deleted member 58846]

i phoned up today and was given a brand new samsung phone for free with 200 mins and 500 texts for ony 15 a month

Thats good, which samsung phone model ?

 

[snow patrol]

Z400. I may just sell it on ebay depending on how good it is. I've heard the battery life isn't that good, but if you turn off the 3g function it's much better, so we'll see

 

[Dolph]

It's all down to one simple question, are you likely to make the network money?

Unlike a new customer, with an existing customer, they know your usage pattern, and therefore how much money you are likely to bring in. If the cost of meeting your demands is higher than what you're likely to bring in over the course of your contract, it makes no sense whatsoever to give it to you, as having you as a customer will make the network a loss, not a profit.

With new customers, the network takes a chance, some customers will make money, some won't, but it's an unknown and you have to accept losses to ensure you get the other customers.

Accepting the possibility of making a loss is rather different to accepting the near certainty of making a loss.

 

[Deleted member 58846]

Z400. I may just sell it on ebay depending on how good it is. I've heard the battery life isn't that good, but if you turn off the 3g function it's much better, so we'll see

Nice ... Well I can't wait till my k800i comes they so nice.

 

[Greenlizard0]

I used to spend on average about £50 a month with 02 after I've been with them for about 3 years. Then I got an amazing contract worth £15.00 which I never went over. I tried to get it again and I was literally told because I had spent less this last year I had less leverage to bargain with.

**** off. So I did, to T-mobile. I'm sick of 02 customer services now as well. Good riddence I say.

 

[Energize]

I used to spend on average about £50 a month with 02 after I've been with them for about 3 years. Then I got an amazing contract worth £15.00 which I never went over. I tried to get it again and I was literally told because I had spent less this last year I had less leverage to bargain with.

What did you expect exactly? It's the same for every network they aren't going to offer you lots for almost nothing if you aren't going to go over the limit and spend something.

EDIT- Read dolphs post.

 

[At The Gates]

It's all down to one simple question, are you likely to make the network money?

Unlike a new customer, with an existing customer, they know your usage pattern, and therefore how much money you are likely to bring in. If the cost of meeting your demands is higher than what you're likely to bring in over the course of your contract, it makes no sense whatsoever to give it to you, as having you as a customer will make the network a loss, not a profit.

With new customers, the network takes a chance, some customers will make money, some won't, but it's an unknown and you have to accept losses to ensure you get the other customers.

Accepting the possibility of making a loss is rather different to accepting the near certainty of making a loss.

I've been with Orange 10 years and my last 4 bills have been £175, £99, £88 and £92. I haven't had a bill lower than £45 for over a year.The price of an N80 on a £40/m new contract is £0. The price to me is £149.99...If they keep this up they wont have any customers left.

Moving my Pay Monthly and PAYG phones to Vodaphone was an easy decision. Looks like O2 aren't any better!

 

[BigDom]

I've been with Orange 10 years and my last 4 bills have been £175, £99, £88 and £92. I haven't had a bill lower than £45 for over a year.The price of an N80 on a £40/m new contract is £0. The price to me is £149.99...If they keep this up they wont have any customers left.

Moving my Pay Monthly and PAYG phones to Vodaphone was an easy decision. Looks like O2 aren't any better!

Really odd that orange is so inconsistant. I had a £25 contract with a couple of £4 addons which allways had minutes left.. usually had a bill for about £34 at the end of the month.. and they gave me a M3100 free on the same tarrif.

 

[Dolph]

I've been with Orange 10 years and my last 4 bills have been £175, £99, £88 and £92. I haven't had a bill lower than £45 for over a year.The price of an N80 on a £40/m new contract is £0. The price to me is £149.99...If they keep this up they wont have any customers left.

Was that one phone or several? If it was one phone I'd be very surprised at that price being correct (not disputing that you may have been quoted it though)

If it was that much over multiple phones, things are worked out per handset, not per account.

 

[matt100]

the model the networks work on is acquisition not retention, they keep dabbling or pretending to be interested in retention but none of them seem to really get it choosing to rely on inertia.

Damning one networks customer service is a pointless exercise.. they're ALL crap (trust me, I've been in the industry almost a decade) I suppose the only one anywhere near acceptable from what I've heard is virgin.

You just have to accept you'll need to change networks every now and then but its no biggy, they all have pretty much the same coverage, the market is such that they all broadly follow each others prices and with the advent of cross network minute bundles they really just outlined their intention to not bother with existing customers and just go chasing new ones.

I remember the days when (cue misty screen) your minutes (or even £ allowance.. cellnet occasional caller plus lol) where only valid to your network.. then it really was a pain in the arse when they wouldn't give you the deal you wanted if all your mates etc where on one network.

I orchestrated some mass migrations in the past moving all my family and friends from one network to the next lol.

Anyway, to sum up.. don't expect a consistent retention strategy, they don't have one. You're better off calling at their month/year end because they'll switch the focus from new customers to upgrades which is why you'll get times when they'll go bananas to try and keep you because iirc despite the cost of the sim free phone subsidy, you don't get recorded as a cost of acquisition in the same way so it makes their books look better

but when is month/year end? iirc voda is march but I can't remember the others.

 

[Deleted member 58846]

if you look and calculate real carefully the plans they offer people. It looks to me they are the very close in price and same in plans.

It just depends what your after to wether or not you want that contract, and if we all admit every single phone company will get good points by people and bad points. Once I get my phone I'll be happy aslong as my bill sits at only £25.00 a month and no more.

 

[At The Gates]

Was that one phone or several? If it was one phone I'd be very surprised at that price being correct (not disputing that you may have been quoted it though)

If it was that much over multiple phones, things are worked out per handset, not per account.

Yeah that was just my bill for my monthly contract phone! My PAYG is totally separate. That's the price they quoted in store after chcking on the system and also the same price on their website (when you login and check your upgrade costs).

 

[Deleted member 58846]

got my k800i today ooo i like the cam super duper mega cool

 

[Dolph]

Yeah that was just my bill for my monthly contract phone! My PAYG is totally separate. That's the price they quoted in store after chcking on the system and also the same price on their website (when you login and check your upgrade costs).

Did you actually phone in? I doubt those fees would have stood if you spoke to someone in CS. That sort of price on that sort of spend isn't right unless there's some truely bad payment history or similar.