What do you need to talk to the shop about?

Hello @soshjunior ,

welcome to the o2 Community .

It would probably help us if you could tell us what issue you have that you’d like to talk with the shop about.
In general I’d say that the purpose of the shop is that it’s somewhere were you can go in person instead of a place to call about any issues with your contract, as there several hotlines for all kinds of things avaiable.

Kind regards, Sven

The shop specifies that they speak English on their website. Each time I’ve been there physically to negotiate or ask gently about changes, they answer in German, with some discriminatory comments. 

One of the most famous comments is "Learn our language before coming to our country". So I prefer getting in touch with them on the phone to going physically and being insulted. 

And the second reason is that I live now 800km from the city I used to and where the shop is.

It is quite expensive for me to just go back there for a change of contract. As I say, it’s a very disgraceful way of handling clients, if your only way to get in touch with your store is through a phone number that is not reachable. And how is it possible for a shop to keep you bonded to them if you are now living in another city or even just not satisfied by their service ? 

I just want the store manager to get my initial contract back.

I subscribed a mobile MBoost 50GB + Samsung S22 for 37,99 in September 2023. 

During the following months, my data got short due to work-related needs, so I bought bonuses on my app directly. Thinking I’m a good client for spending money on extra data, I finally decided to go back to the shop to upgrade my data coverage in February 2024.

The employee offered the XL subscription for €62,99 including my Smartphone plan and TV. 

Once you ask to read the contract, he says that you can still come back whenever you want to change the plan if you are not satisfied. Creating a fake sense of trust between you and him. 

The reality of this change of contract was that I lost my smartphone reduction of €19 per month, and I’ve been lied to concerning the TV bonus. 

So now I am paying €62.99 for the XL and TV and €21 for the phone. 

Just by reading online so many cases of deceitful sales techniques, I hope one day this company shuts down and these employees who stole money from ordinary people, find themselves in unemployment. In a period of inflation, these techniques and strategies need to be talked about in order to reduce the general financial and psychological impact of companies on consumers. 

Sounds like you should just avoid the shop altogether. If you want to change your tarrif, the moderators here can possibly help you if your contract permits the desired change. Or you might be able to extend your contract with a different tarrif. The price of the phone is fixed by o2.

@soshjunior If you sign a contract in the store, it is binding in Germany. There is no right of cancellation. This means that you are bound to the contract for 24 months. Next time, sign a Flex contract, which you can cancel monthly.

@schluej  you are correct of course. 

Still you need to have trustworthy sale representents, reducing the risks of subduing your clients, creating lifelong fidelity. My first desire now is to finish this contract and never trust O2 again, and I am far from being the only one. Specially as a first world country multinational they could do better in those regards ^^ 

Anyway if being rascist with clients is ok let me know :)

@soshjunior i am a customer like U.

Why do you go back to a shop that doesn't treat you well?

The shops are mostly franchise shops. Unfortunately, they often try to maximize the commission. I'm sorry that you fell victim to this business.

Why didn't you get information online? Here you have all the time you need to check the offers. One tip I can give you is to ask Verbraucherzentrale for help.

With luck, an O2 moderator can also help you. Wait a few days, I'll keep my fingers crossed.

Thank you for your message ! 

Once you do a contract they shift from mellow and helpful to hostile. Sadly that was my experience. 

I know they are franchise. If Mac Donald franchise create a bad reputation for the main company, soon or later actions will be taken and franchise cancelled no ? 

Why is O2 not regulating their franchises ? it seems that many clients are describing the same issues and behaviour (deceiveful sales techniques but also datenschutz scandal with sim activation in backrooms etc..)

I got info online and went in the shop as a newcommer in germany thinking they might help and advice even better. I was wrong for sure. On O2 online everything is more transparent and the prices are way more interesting. 

Thank you anyway for your words. 

Hello @soshjunior,

first of all, i am very sorry that you had to have such an experience in a store. Discriminatory comments are not okay and I would like to record and pass them on. I will write you a message with our o2 support account to clarify a few details. Please check your inbox.

Regarding your contract, you write that you were made an offer for 62.99. This is also what you are currently paying for your contract. To my understanding, you entered into this contract but wanted to change it after a while?

Kind regards, Lea

My problem is this: at best I've been badly advised and at worst deliberately swindled. 

The seller is offering me this new contract, giving me the price of the subscription and promising me that my S22 phone is included in the price. He insisted on offering me the TV pack as a gift. He precipitates the signature by guaranteeing that if I'm not satisfied, I just have to go back to the shop and he'll make all the changes I want.

My initial contract was Mobile M Boost combined with a Samsung s22 bought at the shop. Then i upgraded to more internet data and lost basically the reduction on my phone. And got a tv package of 24 months, as a "gift" for being a good client. 

Now I just want my firt contract back.

Hey @soshjunior,

I suspect that there has been a misunderstanding about your contract. 

I have looked at your bills and I don't see any big differences in the total amounts from before you switched tariffs.

Before the switch, your tariff was 37.99 and you didn't have an o2 TV Pack. On the other hand, you often booked data packs and similar for more data volume.

Now, however, you no longer have to book these options due to the new contract with more data volume. That's why I can't quite understand the dissatisfaction right now (except of course for the discrimination you reported in the store). Do you check your invoices regularly?

Kind regards, Lea

I'll try to be clearer then. 

I went to the O2 shop in Trier in September to sign up for a combined subscription + smartphone. 

The offer was interesting because a reduction of 17 euros per month was offered on the purchase of the phone. 

Once I wanted to upgrade to the XL package, I was lied to and assured that the €17 discount on my phone was still included. But they simply took away the €17 discount per month. They instead gave me the full price, so cancelled my monthly reduction on the phone but "offered" me the TV pack that i never asked for. 

The problem is that they lied to me, and prefered to exploit a client instead of making the client satisfied, and option for a fidelity strategy. I do feel the discrimination is revealing that some employees allow themselves to use, lie and exploit clients when they are foreigners. None of my german local friends who also subscribed in the same shop got so poorly advised and none of them had such experience. But few foreigners student got treated the same way as me. So it looks like a scheme.

I'd now like to go back to my first Mobile M boost contract as soon as possible and ideally be transfered out of this shop for the blatant discriminatory comments they have made towards me. 

Thanks for your help.

@soshjunior I have passed on your explanations of what you experienced in the store. What you have reported is not okay.

I cannot promise you whether something can be changed in your contract after this time.

But something about your contract is still unclear to me. The rate for your cell phone has never changed. Do mean the “Tarifrabatt”? But this one wasn't 17 euros. You still get a slightly lower discount after changing your tariff. Do you have an anonymized screenshot of what kind of discount you mean?

Hi Lea,

Thanks for recording the complaint.

On the side of the Handy + Tarif Vertrag.

I got simply swindled by the shop employee. Simple as that. 

He used a well known trick on me. Many other customers have fallen for it and despise o2 for the same reasons. 

So by upgrading from M Boost 50gb to XL Boost 280gb I lost my monthly Rabatt on the purchase of my smartphone. 

Which sounds counterintuitive for someone that knows basic buisness and fidelity strategy.

How a client can be okay to loose and advantage, when he upgrades ? 

He also said that TV pack is for free and i can resign at any moment. Which is also not true. 

So now please get me out of this deal where i spend litterally more than 20 euros per month more than someone who just arrives to any  shop of o2 to get the same deal. 

This is nonesense.

I want back to the Tarif M boost 50gb pay a total of 39.99 per month. 

thanks for your help,

Here the intitial deal.

Hey @soshjunior,

thanks for the explanation. I will check what is possible and then get back to you here. :) 

Kind regards, 

Lea

Hello @soshjunior,

I've just seen that someone has processed your request and a letter is on its way to you. Please let me know when you have received it and let me know if you have any further questions about it.

And the second reason is that I live now 800km from the city (...)

Is your address in my o2 still correct? If not, it would be great if you could adjust them in your contact details.

Kind regards, Lea 

Hey @soshjunior,

Is everything all right with you? If you have any questions, please get in touch and if everything is okay, just let me know as well. 

Kind regards, 

Lea

Hi Lea,

Thanks for your support.

I would like to change my current subscription back to Mobile M boost I initially had. My data consumption is very low and I want to pay the original price of 39.99 per month including the phone subscription. 

Can you help me ? 

Best regards,

Hey @soshjunior,

Would you like to answer my previous questions? Regarding the letters and your address. 

My address is correct for now but will soon change. 

I received the letters. One of them is about the discriminatory experience I faced and as usual is just a sum of words from a corporate entity trying to calm the victim. 

The second explains me the contract i am currently submitted to.

Anyway, none of this is really helping. 

I hope you can get me back to my initial contract. 

Best regards,

@soshjunior It's great that you have received everything. Your request has been looked at and i I have looked at what can be done but unfortunately it is no longer possible to make any changes to the contract. Your complaint about the behavior will be processed further. It is unfortunate that I can't comply with your request.

It isn't great, no. It is just that o2 is okay with racism and discrimination to the point to keep a contract done unfairly and not changing it means you don't care. I will contact a laywer and not loose my time anymore.

Hey @soshjunior,

We are definitely not okay with racism and discrimination. We must consider these things separately from the contract you have concluded. A lot of time has passed since you signed this contract and it is no longer possible to change anything.

With the experience you have had in this store, we are not okay. And i do care about those things. I have tried everything possible to adapt this contract. The colleagues from whom you received the letters also. As I have already mentioned, your complaint has definitely been received and was mentioned in the letter and is still being pursued internal. 

You are of course free to seek legal advice.

Kind regards, Lea