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sales advisor misled friend into contract, manager backing her sales advisor
i know it's not my business, but after a trip to the o2 store with my friendI feel extremely angry for myself and my friend.
okay here is the scenario:
my friend went to the o2 store and saw the simplicity o2 sim card, pay monthly,contract deal on poster. My friend knew that o2 offer 15pounds per month for 200mins and 200texts and unlimited o2 calls. However what he did not know that the "unlimited o2 to o2" calls are only available to those that purchase online. So he went inside and ask that does he get free unlimited calls to o2, a lady said yes and she also tried to promote higher price tariffs that offer more minutes and text. But as my friend only wanted the free unlimited o2 calls he asked 3 times and the sales advisor said "yes". So he signed the contract trusting the sales advisor without reading it fully. I know hes wrong to not read it but after making sure by direct conversation he thought it wasn't a problem not to read it, he did not predict that official staffs under o2 would give false information.
So after 2/3weeks his sim card was barred. Phones customer service, they said he went over his"200min" and the bill is up to 100pounds and that his tariff doesnt incldue free o2 calls and that my friend has to go to the store to ask for compensation.
Okay we went to o2 store with another friend of ours and asked to sepak to the manager. after stating the problem the manager asked the sales advisor which the sales advisor gave the face of being blamed in a surprised but cheeky way "no" so the manager goes, "im sorry we cannot do anything about it" my friend was furious so he said that it's not his fault, why should he pay the bill. Then the manager goes on that the sales advisor is her top seller for 3 years and that the tariff has been on for 8months , no1 would say free unlimited o2 calls. After a SLIGHT PAUSE THAT I HAVE WAITED FOR i WAS ABOUT TO SAY "but yeah, she is a human that can make mistakes anytime regardless that she is a top sales or not" but after 3 words from that sentence the manager goes "fantastic! this is a conversation between me and him, you didn't sign the contract." I was extremely angry, but i kept my silence. After about 4more minutes of useless talking while the manager wasn't helpful at all we just asked her their names and left, giving them a polite warning that we will take further action.
I want to know is there anyway to help my friend. I am so angry that they wasnt just rude but they were supporting their own staffs. The manager only asked her sales advisor that did she say it and with a response "no" she just goes back to my friend hinting and giving the impression that he is the one in the wrong, i know she dare not say it but i can feel her meaning with her words. she didnt even have a attitude like "i am very sorry that you have this problem, but i cannot do anything about it as i wasn't there to witness the conversation". when she is listening shes like nodding her head slightly and saying "mmhmm" "okay" "mmmhmm". It's seriously the worst customer service i have ever seen in my life especially she is a manager position.
Re: sales advisor misled friend into contract, manager backing her sales advisor
You've got to start putting stuff in writing. Do you have a itemised bill? I'd work out what your friend would have paid if the contract was not mis-sold, and write offering that amount, and recommend they change the plan to give him free o2 to O2 calls, or that they terminate the contract because it was mis-sold, but under no circumstances will you be paying the full amount as it is in dispute. See what kind of a response you get with that.
If they won't play ball and insist on being paid in full, the first letter shows your friend to be a fair and reasonable person, it's a good starting point to then be a little heavier.
Point out in the first letter that O2 staff are not entitled to misrepresent the tariff; if she didn't know details then you'd expect staff from a reputable company to be honest and say "I don't know, but I can find out for you", but if she made a genuine mistake then these things happen but your friend shouldn't have to pay for that.
Re: sales advisor misled friend into contract, manager backing her sales advisor
What do you mean 'it is not your business', that is what friends are for and you obviously have your head screwed on the right way and wont tolerate being ripped off.
If your friend is not prepared to get justice then he needs someone like you to help him. Those that don't complain or take action are the type of customer that these companies like, easy targets and easy money.
Now you know why she is his top salesman.
Do as darfel says and see what reaction you get.
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sales advisor misled friend into contract, manager backing her sales advisor
store with my friendI feel extremely angry for myself and my friend.
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