As a working mother of two girls, one cat, a dog and 26 fish (long story) – I write, but sometimes it might not have as much thought as one who does not have quite so many responsibilities – the fish are a ‘mare, they are tropical.
This is one such occasion. I want to tie up the iphone story, but it does not sit naturally with my ‘brand’ whatever that may end up being. So I will explain what has happened, with no moral, no value to the story, however perhaps you will be better informed the next time someone says: iphone or N95?
Justin Kerr-Stevens very kindly dug out the number of the Director of Communications for O2, Europe. As soon as I had the details I contacted him, and within minutes received a response. I must admit that I emailed from my FCO account… hmm. Anyway, he responded and by the afternoon I had some chap – sorry Alan Chapman – a very good chap – from O2 customer services, dealing with ‘my case’.
He sorted my iphone, well nearly, it should be working tomorrow sometime (27th March 2008). He sorted the fraud, he accepts that I have not tried to defraud O2. It is all so perfect, well kind of, I am still smarting about the fraud and inconvenience to be honest… and then:
‘Emma, I need to speak to you about your iphone’.
‘I know we have sorted your original complaint of the iphone not working’ … well sort of… ‘ and fraud… ‘um yes, if I were to commit fraud I hope I would be sensible enough to do it to SAVE money…’
‘… well I have just looked at your account and you upgraded two months ago’
Me: ‘Yes, I did, it was due and I made a good saving on the tariff’
‘… thing is, you signed up for 18 months’
Me: ‘Yes I did, it was a good deal and I knew iphone would obviously override that as I was buying one at some point v soon’
‘… thing is, the 18 month tariff you signed up for is now defunct (or equivalent word) because you have chosen an iphone tariff’
Me: ‘Er yes because that is all that was on offer, the one on my Sony was better can I have that one?’
‘… there are three options, and you have chosen the middle one… so we now need you to pay us either – and we are being kind here – the full amount of your original contract… some £400 plus OR… we will be lovely and let you only pay £269’
Me: ‘Right… so the cost of the iphone again?’
‘… yes, because only two months ago we gave you a very expensive phone free, and now you have bought your own’…
Me: ‘Might be an idea to introduce this charge at the point of sale? And you can have the Sony back now…’
‘… did they not tell you? Where did you buy the phone?’
Me: ‘An O2 store, and this telephone call from you is the first I have ever heard about a charge of at least £269 to get my number migrated to my iphone’
‘… I shall go and listen to the recordings of your conversation when you upgraded last’…
Hmmm, OK – do I have to spell it out here? No, you can do the maths… equals me introducing head to wall
I want my iphone… what on earth, and more importantly who on earth do these companies think they are dealing with?
I will blog a far more constructive post about this customer behaviour shortly… but for now? Do NOT buy an iphone unless you are loaded – or want to pay for mine – currently a pile of junk on desk.
I HOPE that by posting here and gathering insight, we will be able to have the iphone and not be fleeced! Hurrah