Two weeks ago an sms message from O2 surprised me; ‘Hope you enjoyed your long weekend promotion, from next week it will be over and charged at your standard rate’ This came as a shock to me. I renewed my contract last February with 02 only because of this great promotion! No one mentioned it will only last 6months! Wow.
I called customer services straight away. They answered within a minute; however, they explained that there is nothing they can do. I was aware that I should have checked the T&C properly, but I was happy with first hand information from an 02 employer who assured me it is a 1 year promotion. I believe there is always something the service provider can do. I decided to finish my contract with 02 and called them to cancel. Within 3 days I received the call from an O2 manager apologizing for the misunderstanding and they are not only offering me long weekend’s calls but I can get my phone upgraded 4 months early!Great news for me, hey?! My point is, why should it only happen when a company is scared to loose a customer (and probably never win them back) that they do everything possible to avoid it?On the other hand - Expectation management worked really well - I've remained with 02 as they've sorted out the problem and offered a little extra on top!
I called customer services straight away. They answered within a minute; however, they explained that there is nothing they can do. I was aware that I should have checked the T&C properly, but I was happy with first hand information from an 02 employer who assured me it is a 1 year promotion. I believe there is always something the service provider can do. I decided to finish my contract with 02 and called them to cancel. Within 3 days I received the call from an O2 manager apologizing for the misunderstanding and they are not only offering me long weekend’s calls but I can get my phone upgraded 4 months early!Great news for me, hey?! My point is, why should it only happen when a company is scared to loose a customer (and probably never win them back) that they do everything possible to avoid it?On the other hand - Expectation management worked really well - I've remained with 02 as they've sorted out the problem and offered a little extra on top!
