Tuesday, 25 October 2011

Deaf girly loves O2!

This week I have praise for O2!

I know, I was shocked to be writing that sentence, too, but after yet another hideous iPhone bill due to my ability to go over the 500 free text messages included in my plan, I decided enough was enough.

I had a look online at the upgrade/downgrade options and got completely confused before emailing O2 for advice. Somehow my email must have gone twice as one person contacted me and said pop into a store to discuss things, and the other person, despite my email explaining my deafness, suggested I call customer services.

Hmmmm

So on Saturday I went to a central London O2 store and the god-of-reducing-your-phone-bill gave me Sam!

Now, I'm pretty sure my love for Sam is not mutual as I asked more questions in the 30 minutes I was there than he probably gets in a week, but he answered them all with charm and grace.

I explained to him my bill issue, and he saw it with his own shocked eyes when he called my details up. I then explained to him the 'dropping my phone down the loo' issue and that although I'm due an upgrade, my phone is not yet a year old so it would be a sheer indulgence to get another one – particularly having paid a £150 insurance excess on my first one.

Anyway, back to Sam. He was brilliant! He recommended I move to a rolling sim-only contract for just £10.50 with a data bolt on of £10 and the best thing? I get unlimited texts. I lamented about the lack of unlimited data but he showed me that this was something I actually didn't need and that if it was readily available to all O2 customers then everyone's network speed would be slower.

He also explained to me that as I am on a rolling contract, I can upgrade my phone any time to a shiny iPhone 4S but that this buys me some time to wear this phone out and for the newer model to go down in price.

I also cancelled my insurance (saving me another £15) because if I lose this phone, it will be cheaper to just upgrade than pay another £150 excess.

In all, the lovely Sam managed to shave £50 off my phone bill and while this isn't great news for O2 in terms of income in the short term, in the long term it has dramatically reduced the chances of me changing mobile providers.

What was even better was that Sam, noticing how slow my iPhone was showed me that if you double click the bottom button it brings up a base bar of all the apps that are open. I did not know about this. And that meant that my phone had all its apps open all the time – and had done for the last year.

I left that O2 shop very, very happy. Happy that the stress of the expense of my iPhone bill had been dramatically reduced. Happy that my faith in O2 had once again been restored, and happy that when I do decide to upgrade and get a calling plan to suit me, I know just the man to ask

Thanks O2. You did good!

2 comments:

Anonymous said...

so glad all is well now!

Liz said...

I love O2. I have been with them for a few months now as a pay as you customer.