I had been looking online at the section that showed deals for O2 customers and I found the following deal: Huawei Mate20 mit Vertrag O2 Free M Partnerkarte mit 10 GB.
monatliche Kosten 34,99 €
24 monatliche Raten
einmalige Kosten 25,00 €
+ Anschlusspreis 39,99 €
+ Versandkosten 4,99 €
That included the Mate20 phone (deal only available for another 8 days)
I told him that I would like to go with this deal and he told me (this is direct quote) "Das ist nur fur Neukunden, nicht fur Sie." when I tried to question why they would offer new customers that have no no prior loyalty to O2 a better deal then me, he became quite stern and repeated what he had said, adding a finger pointing at me. I did not appreciate this one little bit, being pointed at aggressively and being spoken to in the tone of voice you normally do not associate with customer service.
On top of this I had explained to him that my German was not great, yet he seemed to become frustrated with me when I didn't understand something he said correctly or if I asked him to repeat himself, then on top of that he tried to pressure me into extending my contract right then and there. He offered me the explanation that my monthly contract payments were going up each month and tried to use my billing history as an example, pointing out months where I had paid more (months where I had used my phone more or used it abroad). I offered him a scenario where I could simply cancel my contract and then take out a new contract he threatened that O2 would then take my number to prevent me from doing that. I do not know how true that is or is not, but it seems like very dirty tactics to keep existing customers paying a premium for the same service a new customer can get cheaper. The rest of his behaviour was annoying and unprofessional, but this was an outright lie and pressure sales tactics that I thought we had waved goodbye to more than two decades ago.
Furthermore when I tried to contact someone to talk about this I can find no way to Email or an address to write to, as a non native speaker it is very important to me to have something in writing so I know I have read and understood clearly, and it's also very important to have everything in writing for the purposes of litigation if it ever comes to it further down the line.
During my contract period I have had no trouble with my service and I was completely happy to stay with O2 despite cheaper options being available to me, though now I am faced with three clear issues:
- Why are you not offering customers who want to stay loyal to you the same, or even better deals than customers that have never turned a cent over to you in the past? (what you are effectively doing is punishing me and others for wanting to remain a customer. I had this issue with O2 UK back in 2007 and it was resolved)
- Why don't your staff or O2 Germany know how to provide a level of customer service comparable with the rest of Europe? (in the UK I am fully able to Email or write, and a customer agent in a store in the UK or France talking to me in the way he did would simply not be tolerated by customers or by management)
- Why are you still engaging in pressure sales and threat tactics over two decades after we were supposed to have seen the end of this kind of customer manipulation? (If I had been flustered and signed up because I felt pressured then O2 would have benefited directly from his exploitative behaviour - so I find this to be a problem of the company and not down to a single member of staff)
Furthermore, I would appreciate contact information for an official channel of communication with O2 so I can take my issues directly to a member of staff paid by O2 and who is their direct representative.
I do not want to threaten O2 with leaving as I am sure my meagre monthly fee means next to nothing in the grand scheme of things, but I would hope that common decency and some thought for customer relations would drive someone to answer.
I thank you for you time.