02
So, im on contract with O2. Every month i make exceedingly high phone bills for some reason or another, mainly because i lose track of my free minutes and run into overtime. Obviously they benefit from this. Whilst in Europe my bill was £135...
My phone charger has broken...again, nearly ruining my phone. This is the second time this has happened. The first time they saw fit to send me a new charger for free, but i guess this was because i was in the middle of renewing my contract with them?
I emailed thier customer care team to ask if they could send me another replacement charger, as this one lasted less than 3 months...
Date: Fri, 07 Sep 2007 16:59:07 +0100
>Hello Catherine,
>
>Thanks for emailing us to get a replacement charger for your mobile phone.
>
>I'm sorry but you won't be able to get a replacement charger for your mobile phone as any phone accessories aren't included under the warranty.
>
>You'll need to buy a new charger by visiting your local O2 store.
>
>You can find your nearest O2 store by calling 0800 224 477 or by clicking on the link given below:
>
>http://www.webmap.o2.co.uk/interfaces/retail/
>
>I hope I've explained this clearly for you. If there's anything else we can do for you, please reply to this email.
>
>For further details about O2, please visit our online Help Centre at:
>
>http://www.o2.co.uk/help
>
>Important - When you email us please provide: your date of birth, postcode and mobile number as it helps us answer your query faster.
>
>Kind regards,
>
>Ravish Dawnak
>O2 Customer Service.
My reply...
Thankyou for checking and replying. I know this isnt your fault, but considering how high my phone bills are, which obviously benefits 02, i would have thought they would send out a replacement charger, seeing as how perviously before this last charger broke, the one before that also broke and they saw fit then to replace it when i renewed my contract. I cannot afford to buy a brand new charger and therefore my phone will not be turned on, and consequently i will not be using it. Therefore, no extra high phone bill for your company to collect.
Unless someone can speak to the person who decides who gets chargers for free for their contract phone and is kind enough to send me one out, i will end my contract with 02 when it expires next April.
I know you are only doing your job but im pretty disappointed with 02's attitude to customer loyalty.
Yours sincerly,
Miss Catherine Bourne