Web Hosting Talk : Other Forums : Web Hosting Lounge : Iphone 3G and the O2 sham!!

[Host Red Dragon]

Got a text message from O2 this morning 8:30am to tell me I can go to their site and upgrade my Iphone to the new Iphone 3G. Yippee!!

So I've been trying continuosly since 8:30AM (it's now 6:40pm), and the upgrade order system just continuosly fails to load. You phone O2 customer service and they just tell you to continue trying, or go into your local store on friday to upgrade, but if you phone your local store they tell you that you can only upgrade online, and that they have been told to only serve new customers only.

The thing that really annoys me is that they asked us over a month ago to register our interest in upgrading to the new iphone, which of course I did. So they must have known how much interest there was in it, so why did they not make sure that their servers could handle it, they had more than enough time to organise it.

Their website now says its out of stock!

They stated that existing Iphone customers where getting the opportunity to upgrade to the new Iphone before new customers, yet apparently new customers have been able to order today!

This has turned out a complete shambles!!! Something I would have expected from a cowboy outfit, not one of the largest UK mobile phone network.

[Luke]

Yep, the old new customers preference. Here in the States they've capitalized on that a little and started reward programs for long term loyal customers, but still no where near as enticing as some of the offers given to new starters. There's just no room any more for loyalty I guess! Good luck getting hold of the upgrade.

[Host Red Dragon]

Originally Posted by Luke2

Yep, the old new customers preference. Here in the States they've capitalized on that a little and started reward programs for long term loyal customers, but still no where near as enticing as some of the offers given to new starters. There's just no room any more for loyalty I guess! Good luck getting hold of the upgrade.

yep not holding my breath

They're getting blasted on their own forum http://customerforum.o2.co.uk/viewto...er=asc&start=0

[Mike - Limestone]

Originally Posted by Luke2

Yep, the old new customers preference. Here in the States they've capitalized on that a little and started reward programs for long term loyal customers, but still no where near as enticing as some of the offers given to new starters. There's just no room any more for loyalty I guess!

Agreed. As an iPhone "early adopter", I face a longer contract term (three years) when I purchase the new iPhone 3G than does someone off of the street.

That seems to be common in many industries, though. Acquiring new customers can be placed above retaining existing customers.

-mike

[WirralNet Matt]

o2 do offer quite a few loyalty bonuses to be fair, their o2 Treats service, which you only get after 6 months with them, is just one example.

When I phone up to upgrade, I always "rape" them so to speak, I always end up with a massive deal so I remain their customer; last year I got a free N95 with 500 minutes and 500 texts and o2 Web Unlimited on a 12 month contract for £25.00 per month!

Not bad considering everyone else wanted to tie me into a minimum of a £35.00 per month contract for 18 months and without the web bundle to get the N95 for free. And this included o2's own free N95 promotion as well.

Their broadband is another loyalty bonus, I get my 8Mbps/1.3Mbps service for £7.50 a month whereas a non-o2 customer would pay £12.00 per month for the same service.

As far as loyalty goes, id argue that o2 are one of the better companies!

[Luke]

OK Matt, you're really starting to sell me on 02. All they need to do now is break into the US market and we're set.

[WirralNet Matt]

Lmao Luke

With regards the iPhone, I just logged in to check my allowance and they have a notice on the front page saying:

Due to high demand for the iPhone 3G, we're currently out of stock online. Come back on July 10th for more information.

I expect with it being the new must have accessory for the all student types, demand was bound to outstrip supply massively.

http://www.o2.co.uk/iphone?cm_re=Her...iphone3GLaunch

[HostThree]

We invested a couple million pounds into the system to make sure that it could hold the impact of the customers, sadly it was even higher than what we expected and the website crashed. We worked hard to try and get it back up and running and when we did they were bought very quickly.

You can upgrade from a store on Friday, there is no problem with that just visit your local O2 store or Carphone Warehouse.

I don't think its fair for you to say O2 don't care about it's customers, at the end of the day we tried to give the upgrade customers heads up notice and plenty of time for Friday. Sadly it never worked out that way, but we did try

[(Stephen)]

Originally Posted by RH-Scott

We invested a couple million pounds into the system to make sure that it could hold the impact of the customers, sadly it was even higher than what we expected and the website crashed. We worked hard to try and get it back up and running and when we did they were bought very quickly.

You can upgrade from a store on Friday, there is no problem with that just visit your local O2 store or Carphone Warehouse.

I don't think its fair for you to say O2 don't care about it's customers, at the end of the day we tried to give the upgrade customers heads up notice and plenty of time for Friday. Sadly it never worked out that way, but we did try

are you from O2?

[HostThree]

Yes I'm from O2, but I'm not giving an official opinion, just a personal.

[WN-Alex]

You should have just gone straight the shop, though there customer service is about as useful as talking to a brick wall! I hate O2!

[Host Red Dragon]

You asked us existing iPhone customers to register our interest which I did (and I'm sure everone else did as well), so you knew how many existing iPhone customers wanted to upgrade. The only thing that you could not accuratly predict was how many new customers would signup. The thing is I (and many others), understood that it was existing iPhone customers who where being given the opertunity to upgrade first, as it turned out it just ended up as a free for all.

Your customer services said their was plenty of iPhones available for those that had registered an interest, but because it ended up a free for all, this turned out to be a lie!!

It would have been better, and fairer, to allow existing iPhone customers order on Monday, and new clients register from Tuesday. I'm sorry to say that the way it was organised and planned was disgraceful, and incompetent.

Yes I know I can now go into my local store on Friday to upgrade. The only problem with that is I work, and can not get onto the store until next Wednesday, by which time they will no doubt have sold out.

As for my statement about o2 not caring about its customers, and keeping its promises, I think what happened Monday proves that they do not. What happened Monday was something that I'd expect from a cowboy outfit. The people who planned this should be sacked!!!

[WirralNet Matt]

Originally Posted by WN-Alex

You should have just gone straight the shop, though there customer service is about as useful as talking to a brick wall! I hate O2!

This is because o2 shops are franchises and the people who work in them are salespeople not experts. Just like all mobile phone shops.

Never upgrade in store as they can only give you standard offers. The only time they come in handy is when you want some quick advice or someone to back you up when o2 are being a bit slow sorting an issue.

[Host Red Dragon]

Originally Posted by WN-Alex

You should have just gone straight the shop, though there customer service is about as useful as talking to a brick wall! I hate O2!

Originally you could only upgrade your iPhone online, you where not allowed to do it in the store.

But they've had to change that now after the fiasco Monday and you can go in the shop on Friday

[WN-Alex]

Asif it was only available online Thats just stupid! O2 are idiots!

Apple more for going with O2