I spoke to someone called Any at the Customer Service call centre in Glasgow this morning who initially claimed because the new iPhone hasn't been released yet they do not have an upgrade policy. They don't seem to have briefed their staff on this one. I felt a bit sorry for him when I started quoting back at him the musings of his general manager Steve Alder who provided further 'explanation' of their policy to TechRadar yesterday. Andy says a manager will be ringing me back within 24 hours.
See below the letter, full of understanding, that I received from O2 this morning:
Good Morning Gary
Thanks for emailing us to find out if you can upgrade to the iPhone 3G S.
I'm happy to know that you're interested in the latest iPhone 3G S. This phone will be launched on 19 June 2009.
I've checked your account and you're right, your contract will end on 11 January 2010. Hence you'll be eligible to upgrade one month before your contract end date, which would be on or after 11 December 2009.
Gary, in this case we're unable to offer you an early upgrade. I do understand your excitement in experiencing the new iPhone 3G S and you don't mind taking a 24 months contract along with the iPhone £45 tariff. We do appreciate this.
Your contract began on 11 July 2008. I can understand that you've covered the charges of your phone, as you've completed 11 months of your contract with us. However, the remaining months of your contract term needs to be completed only then you can be offered the iPhone 3G S, as an upgrade.
You'll be happy to know the Apple is also going to launch new iPhone OS 3.0 software on 17 June 2009 for 2G/3G iPhone customers. This will allow our existing customers who aren't eligible to upgrade to experience the renewed features which would be available on the iPhone 3G S on their current iPhone 3G.
I can see that you have an iPhone I would like to tell you that the latest software allows you to use over 100 new features on your existing iPhone 3G/2G. Isn't that exciting? The iPhone 3.0 OS software introduces 100 new features including:
1. Cut. Copy. Paste. Move text, numbers and email addresses between apps
2. Search Find contacts, apps, phone numbers, email addresses and more. Anywhere on the iPhone. Fast.
3. Landscape - Read and write texts, emails and picture messages holding the iPhone sideways.
4. Longer battery life
So, with your existing iPhone 2G/3G, you can avail the benefits of over 100 new features that will come with the new iPhone OS 3.0 software. Isn't that exciting!
To download this software, you'll need the latest version of iTunes, which is version 8.2. If you don't have the latest iTunes version, no worries you can download it by using the link below:
http://www.apple.com/itunes/download/
Here's the link where you can view more information about the new iPhone OS 3.0 software:
http://shop.o2.co.uk/update/steps.html
You can also check your options available as an upgrade once you become eligible. You can upgrade online by clicking on the link below:
https://upgrades.o2.co.uk/index.htm#getMPN
Alternatively, you can speak to our upgrades team on 8001 313 136 from your O2 Pay Monthly phone. You can also contact our upgrades team from a fixed line by dialling 08001 313 136. Lines are open:
- Monday to Sunday between 8am and 8pm.
Calls made to the above numbers are free of charge from your O2 Pay Monthly mobile phone and fixed lines. Calls made to this number from any other UK mobiles will be charged at your Service Provider's published rates.
If you choose to downgrade your tariff, you can get to the next lowest tariff, which is the iPhone 35 tariff. This tariff will offer you an inclusive of 600 minutes and 500 free text messages along with free Unlimited Web and Wi-Fi service.
Please let us know if you require a change in tariff and we'll help you.
I hope I've clearly explained this for you. Have a nice day.
Important - When you email us please provide: your date of birth, postcode and mobile number as it helps us answer your query faster.
Kind regards
Sharin D'souza
O2 Customer Service
Getting your query right the first time you email us is very important to us. If your query has not been resolved this time, please reply to this email with the words 'Need More Help' in the subject field.
Telefonica O2 UK Limited, Registered in England No 1743099. Registered Office: 260 Bath Road, Slough, Berkshire SL1 4DX.
I too hate the upgrade policy. I bought the original iPhone a month or so before (May 08) the 3G came out on an 18 month contract, paging a total of 57.50 a month as I have 3 bolt ons added to the 35 a month contract. I am now told that even though
ReplyDeletea) I have an original UNSUBSIDISED iPhone, I have to wait until October to upgrade. If it's not subsidised, why can't free upgrade be issued as with the 2G>3G upgrades?
b) I'm paying way over the odds and STILL can't get an upgrade!
c)O2 want to charge me £15!! ON TOP of my current unlimited data allowance to use data on another device. It's not like I'd be using anywhere near to 500MB, let alone 3GB! Paying for unlimited data twice? I don't think so!
Any suggestions for steps I should take now?
A not-at-all-amused
Dominic
A receptionist at work had an original one and foolishly upgraded last week to the 3G phone. I told her to take it back and get the 3GS next week. Not only had she been upgraded 'free' but they toolk back the 3G phone.
ReplyDeleteyour situation is different but stick to your guns. O2 have been saying that the 2G>3G upgrade was a special promo but maybe try different O2 branches , especially after launch if sales are not that spectacular.