Price matching

[Anonymous]

I've been a loyal customer of O2 for about 15 years and wanted to upgrade my phone/tariff.Love the Galaxy S4 and saw that O2 are pushing a £37 a month contract.I looked around the relevant websites and found that Vodafone are pushing a similar deal but for £33 so I called O2 expecting them to match it but alas they didn't.
It may sound silly to ask this but why,for the sake of £4 a month,would they not price match a competitor's deal in order to keep an extremely loyal customer and risk losing them to a rival?

[MI5 · Accepted solution]

O2, for some reason best known to themselves, do not recognise loyalty anymore. It's supposed to be a fair deal for all policy which boils down to "take it or leave it".....

[Anonymous]

It baffles me.It's not a good reputation to have.One person talks to another about their experience,that person talks to another person etc and this "lack of recognising loyalty" will snowball.

[Anonymous]

Have you looked at Carfone Warehouse for a possible deal.

[Anonymous]

I saw the Vodafone deal on the phones4u website but carphonewarehouse are doing the same deal too.
I thought going direct to O2 would be quick and easy,just a simple "yes sir, seeing as you've been a loyal customer we're more than happy to match that offer."

[Anonymous]

I agree in the earlier days you could.

Did you ask to speak to the retention team as they can do more than the advisor who first answered the call.

[Anonymous]

I don't think I did no.
I got the old "I've spoken with my manager" routine.Its as though they didn't care if I stayed or left.
I like O2,good coverage and never had any issues.I don't want to change providers but I don't feel like I have a choice.
It won't just be my personal deal I take - ill certainly be taking a good look at my business deal too.I'd rather go somewhere where loyalty is rewarded.

[Anonymous]

I found the same deal for the S4, I called into the local shop yesterday and was told they could not do a price match in store even though they have many times in the past. They just told me I had to call customer retentions. I called customer retentions this morning and was told they could not do a price match on a contract at all and that was a directive from the marketing department ! I said I had been a loyal customer for over 10 years and all they said was I'm sorry you feel that way.

I am so disgusted, I am going to move to Vodafone out of principal and I will be taking my wife and daughter's contracts too, so O2 have lost at least 3 customers today.