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What do you think about the following email I will send to O2 CEO?
Feedback and comments appreciated.
17.11.2006
peter.erskine@o2.com
complaints@o2mail.co.uk
O2 plc
Wellington Street
Slough - Berkshire
SL1 1YP United Kingdom
Tel: 0113 272 2000
Dear Sir/Madam,
I have been an O2 customer for over 6 years and although I had always received an excellent customer experience recently I came across a misleading situation.
I have been trying to upgrade to a new handset (SonyEricsson P990) since July this year; this handset has been delayed on a week by week basis for several months and it is still not available with O2 because of a “component issue”.
If I would have been advised correctly and honestly last July, when I was due an upgrade, I would have very likely chosen a different handset and avoid this very unacceptable and unjustified delay but because of this week by week basis
Please can you offer any explanation as to why:
1. Why O2 UK is misleading its customers and purposely delaying the release of this handset on a week by week basis for the past 4 month to virtually enforce and practically extend the duration of the contract and still not been able to provide a final release date?
2. Why it has been possible to buy the handset on an O2 contract at the Carphone Warehouse for over two month? Surely if O2 UK has a problem releasing it no other partner/service provider should do so.
3. Why Select Customer Service advisers are providing customers with different release dates and reasons why the handset is not available?
4. Why Vodafone, Orange… released the handset in September and O2 does plan to possibly release it in December this year?
5. Why O2 has fully released the handset in Germany and Check Republic but not in the UK if it was simply a firmware issue, surely GSM/3G is a common standard.
Would you care to comment please.
I look forward to hearing from you at your earliest convenience.
Thank you kindly.
Yours Sincerely.
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Posted: 2006-11-17 11:24:55
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Looks fine, apart from the spelling mistake :- "Czech" what you have written!
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Posted: 2006-11-17 11:42:17
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It's a pointless letter in that the main delay comes from SE and not O2. It's you who's been delaying your upgrade as you knew the phone was due soon. It's up to O2 to deam fit when they release the handset on their network. I do however sympathise with the fact you keep been given different release dates. They should either give you a firm one and stick to it or just say they don't know and give a reason for the delay. ie product testing.
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Posted: 2006-11-17 11:53:32
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Well, I do not agree.
If SE is delaying why O2 does not blame SE and more importantly why everybodyelse has released the handset months ago?
I agree that O2 should have said coming soon rather that make pre-upgrade and delay the release on a weekly basis.
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Posted: 2006-11-17 13:27:55
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There is no doubt O2 are unhappy with the handset hence their procrastination.
Maybe the component is MEMORY and O2 have insisted on having more in their handset!!! Occasionally there is an exclusive handset released by a network and maybe O2 have decided that SE need to rework something in the P990i to make it worth their while buying it.
I know I am dreaming and it is wishful thinking but maybe O2 truly have our best interests at heart and that is why the handset is being ever delayed. I am dreaming aren't I?
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Posted: 2006-11-17 13:59:10
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Quote:
On 2006-11-16 00:48:58, rossyrox wrote:
What is more amusing that if you call online sales on 0870 225 7879 posing as a new customer, they clearly state O2 are not getting that phone in, ever (I've tried them 3 times to be told the same thing).
Thanks for that. I've just phoned that number and was told the same as you. I was told that O2 will NEVER release the P990. I asked him to clarify what he was saying, and he repeated that O2 had decided they would NEVER release the phone.
I then phoned the O2 upgrade number, and was told the phone was still in testing, and was pencilled in for release late November, or early December (I'd always take the later of the two dates quoted). I told the person on the upgrade line that I had been told by the new customer line that the phone would NEVER be released. She told me that the new customer team might not release the phone, but that it may be supplied by the upgrade team (or retention team).
Now I can't see how O2 would supply a phone to existing customers, and not to new customers. If the phone isn't fit for new customers, then why would it be fit for existing customers? O2 have one month to sort this out, and come up with a truthful answer, or I will take my custom elsewhere.
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Posted: 2006-11-17 14:34:16
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This is what p1sses me off about O2. The phone obviously *works* on their network if you buy a generic version. It's their insistance on putting their own
cr@ppy firmware on that slows down the whole process - there has been enough updates to the generic firmware to make a pretty stable phone now.
If I could be bothered i wowuld PAC out to a PAYG sim for a month and then go for a new contract on O2 and get the phone free anyway!
W.
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Posted: 2006-11-17 14:52:56
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I hope this isn't down to branding. I left Vodafone after many years because they insisted on branding their phones, altering their menus, and making it difficult not to open your browser in their Vodafone Live page. I changed to O2 two years ago, specifically because they didn't do this, and I will move again if they have started doing it now.
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Posted: 2006-11-17 14:59:55
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http://www.theinquirer.net/default.aspx?article=35119
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Posted: 2006-11-17 16:30:14
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Well i find this whole issue is getting beyond belief….here we are waiting for a product that has been coming now for how long ..12 months or so, other networks in the uk and other countries have it. So us O2 customers waiting for an upgrade just keep hanging on. ! Delay after delay, I had I think 5 text messages each that I read in the preview.. the P990 is… then I open the message hoping it reads ..is in stock rather than delayed until.. Then we here/read comments…’ it may not be released after all or maybe just on upgrade’… how can anyone know anything for sure.. I’m 17 months into an 18 month contract though I’m eligible for an upgrade after 15 months. I cant pac out anyway until another month.. So I’ve no choice but to wait. I have considered just going to CPW and take out a new contract but the deal/tariffs are not as good as o2. So for me it’s one more month to wait then if it’s not available I’m of elsewhere. I did say in a previous post we may have it for Christmas jokingly…! seems it will be for real.
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Posted: 2006-11-17 17:13:44
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