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Tesco changes from 0845 to 0345 (Read 44,172 times)
Dave
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Re: Tesco.Com Verified Has No 01/02/03 Alternative!!
Reply #15 - Feb 12th, 2014 at 12:27am
 
NGMsGhost wrote on Feb 11th, 2014 at 7:53pm:
I therefore visted this website's (www.saynoto0870.com) home page at www.saynoto0870.com and entered the Tesco Grocery number of 0800 323 4040 in the Search To Find Alternative Number box.    On doing so the only single Verified entry returned was for "Tesco.com" and showed both the 0800 number I had entered and an 0845 alternative.  There was no listing at all of either an 01/02 or an 03 geographic number that I could be sure was in my call package.

The 0845 number is the old number — Tesco replaced them. It was possibly a few months back when I updated the listings with the new 0800 numbers.


NGMsGhost wrote on Feb 11th, 2014 at 7:53pm:
I rang Tesco customers services and told them I thought it was despicable to charge for calls to 0800 at 20p per minute when these were cheaper than 01/02/03 to call (i.e. always free) on a landline and therefore surely also cheaper for Tesco Mobile to originate as the called party paid for a part of the call.  I asked not that the 0800 calls be free but only that they be covered by my 750 inlclusive minutes.  Grudgingly they agree to refund the charge on the basis of the misleading announcement about pricing not mentioning that 0800 calls were excluded from call bundles and me never having called an 0800 number with them before.

The prefix 0800 3234 is allocated to BT. Referring to the BT Wholesale Carrier Price List - Section B1: Telephony and downloading the spreadsheet which is part 1.06 Non Geographic Call Services gives the termination rate. This says that the cost of termination by the mobile operators to BT freephone numbers is nothing. So BT doesn't pay the mobile network and the mobile network doesn't pay BT.


NGMsGhost wrote on Feb 11th, 2014 at 7:53pm:
Can I therefore please request as a matter of urgency that the Verified entry on this site for Tesco.Com is updated to include the 0330 123 4040 number that will be covered by any inclusive calls package on a landline or a mobile.  The current entry is very unhelpful to mobile users by encouraging them to call either an 0800 or an 0845 number when neither of these numbers is likely to covered by a mobile phone inclusive minutes calling package. Shocked Sad Cry

The 0330 numbers were not shown on the Tesco contact page when I last looked at it (IIRC) a few months back. They have now been added to the listings.

Requesting that this be done "as a matter of urgency", emboldening and underlining the paragraph does not affect the speed at which this is done, although it does stand out from the rest of the posting.
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« Last Edit: Feb 12th, 2014 at 12:28am by Dave »  
 
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Re: Tesco.Com Verified Has No 01/02/03 Alternative!!
Reply #16 - Feb 12th, 2014 at 6:52am
 
Dave wrote on Feb 12th, 2014 at 12:27am:
The prefix 0800 3234 is allocated to BT. Referring to the BT Wholesale Carrier Price List - Section B1: Telephony and downloading the spreadsheet which is part 1.06 Non Geographic Call Services gives the termination rate. This says that the cost of termination by the mobile operators to BT freephone numbers is nothing. So BT doesn't pay the mobile network and the mobile network doesn't pay BT.


So in other words there is absolutely zero moral excuse for Tesco and/or O2 (Tesco Mobile is a 50/50 joint venture between the two) not allowing calls to be made to 0800 numbers out of a caller's bundled minutes on a Contract Mobile, even if they may have a slight argument that they can reasonably charge calls to 0800 on Pay As You Go phones at the same rate as an ordinary call to an 01/02/03 number until such time as Ofcom mandates otherwise.  They charge 20p per minute to contract customers with remaining bundled free minutes purely because they think they can get away with it and even though connecting a call to an 0800 number is a lower cost action for them than connecting a call to an 01/02/03 number. Angry

Quote:
Requesting that this be done "as a matter of urgency", emboldening and underlining the paragraph does not affect the speed at which this is done, although it does stand out from the rest of the posting.


I regard the matter as urgent purely because of the very large number of daily callers to Tesco's online grocery shopping service and because of the fact that Tesco Mobile itself fails to warn customers not just that calls to 0800 numbers are not "Free" but also that they are not even covered by a caller's bundled minutes package that does cover 01/02/03 numbers.

We all know the huge amount of effort you personally put in to this site Dave but equally we also know that you prefer to retain almost total control of it and not to share the burden of the work involved with other long term members of this forum.  For instance in relation to the Geographic Requests you could long ago have broken up the work of responding to posts and making changes to the database say A-D, E-H, I-L etc across different established forum members who were willing to volunteer.

You and the owner of the site choose not to do this so sadly this means all the work falls on you but nonetheless some of the rest of us who have passionate feelings on this subject do not like to see customers continue to be encouraged to call a well used number that will cost them significant money (20p per minute or more) from a mobile when a call bundle inclusive alternative number (03s not strictly speaking being geographic numbers) is available.

I also note that I once again did not receive a post update email for this thread despite being subscribed to it even though I do receive some post update emails from this forum.  This is despite whitelisting saynoto0870.com with my ISP's spam filtering service.

I have also written jointly to the CEO's of both Tesco and O2 (given that Tesco Mobile is a 50/50 joint venture) both drawing their attention to my disquiet over their failure to take 0800 calls out of a customer's bundled minutes package and specifically stressing the need to urgently complete the corporate migration of the Tesco brand to only using 03 prefixed phone numbers by changing the remaining 084 customer service and other similar related numbers still in use by Tesco Mobile for calls from landlines (they provide a free number for calling them from a Tesco Mobile - at least for contract customers they do anyway) over to an 03 prefix
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« Last Edit: Feb 12th, 2014 at 7:00am by NGMsGhost »  

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Re: Tesco changes from 0845 to 0345
Reply #17 - Feb 12th, 2014 at 3:55pm
 
I was telephoned this morning by Luke, who is a senior IT or project manager of some kind, and who is overseeing the process of migrating Tesco's phone numbers to 03, including their presentation on the Tesco website.

He says that the main online grocery shopping page that only currently shows an 0800 contact number at the bottom will be changed in due course to also show the mobile friendly 03 number but this may take a while yet as this particular page is "hard coded" rather than the pricing information coming from a database that can easily have its content amended.  I got the impression the individual 03 store numbers were all contained in a database of some sort that then populated web pages so was not difficult to change in the way this 0800 number was.

Regarding the Tesco Mobile 084 numbers he said a business decision to change these to 03 had been taken but it was a longer process with different timings as it was under the control of the Tesco Mobile business who also work with O2 and operate independently from most of the rest of the main Tesco stores grocery and online shopping businesses.  For this reason they might not change until this summer closer to the regulatory requirement for them to do so.

So in essence the war on discontinuing use of 084 numbers at Tesco has been won and we are supposedly simply waiting for the final pieces in the jigsaw puzzle to drop in to place.  Other forum members will probably recall that at the BBC the full conversion of all their contact numbers to 03 has also been a long and drawn out process.
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« Last Edit: Feb 12th, 2014 at 3:57pm by NGMsGhost »  

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Re: Tesco changes from 0845 to 0345
Reply #18 - Feb 12th, 2014 at 5:03pm
 
NGMsGhost wrote on Feb 12th, 2014 at 3:55pm:
I was telephoned this morning by Luke…

That is excellent news, and good communications. After very many years of hard work (which I joined relatively recently) the message is at last being understood widely.

It is deeply frustrating that it has taken so long, and full implementation will take longer still, with some exceptions likely to continue, perhaps for ever. It is however wonderful to read postings such as the above in this forum.

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Re: Tesco changes from 0845 to 0345
Reply #19 - Feb 12th, 2014 at 5:48pm
 
I have also now received an email from the email address of ceo.customerservice@tesco.co.uk written by Scott in response to my earlier email to the Tesco CEO, Philip Clarke, on these issues.

He largely confirms the points made by Luke, but instead in writing, as well as responding to another one that I had mentioned regarding the message currently received when dialling an 0800 number from a Teco Mobile SIM card that "calls to 0800 numbers are not free" and to instead redial omitting the zero if one still wants to go ahead.  My point was that the message was misleading since it merely implied 0800 calls were not completely free calls as they are on a landline but does not make it clear that 0800 calls are not even covered by inclusive minutes bundles to 01/02/03 numbers that many Tesco Contract or Pay As You Go customers may have available to them.

All in all given John Lewis's extraordinary and quite uncharacteristic own goal in adopting 084 numbers long after their use had achieved pariah status I am beginning to get the impression that someone senior at Tesco has seen an opportunity to steal a march on one of their main rivals (since John Lewis not only compete head to head on some of the Tesco Extra product offering in televisions and electricals and clothes but also compete directly with Tesco as a grocery store as Waitrose) by becoming the good guys and switching over to 03 numbers ahead of most of the commercial high street competition.

Over at the John Lewis Group both the main www.johnlewis.com and www.waitrose.co.uk now seem to go out of their way not to provide any Contact Us option on their home pages (unlike Tesco where the Contact Us link can be easily found) and to instead advocate that you communicate with them via Twitter or on their Facebook page.  However there is an Our Shops link on the John Lewis home and a Find Your Branch link on the Waitrose home page both of which lead to a postcode or town finder that list your nearest stores.

Strangely Waitrose stores are all still shown with normal 01/02 geographic numbers for each store but all John Lewis stores continue to show customer alienating and aggravating 0844 numbers even though their old geographic numbers must still exist and could easily be switched back to at the drop of a hat.  It seems that the current CEO of John Lewis (Andy Street) is more concerned about not having to pay the penalty clause to exit their current 0844 number agreement than he is about not upsetting the company's normally extremely loyal band of regular shoppers.  This seems odd given that Mr Street has spent all his life with the group and is not an incomer from another conventional commercial retail group.  So he ought to understand why it is simply not on to rip off his customers with covert premium rate numbers, the high charges for which the company currently rather disingenuously tries to blame on a customer's own choice of mobile or fixed line telephone provider.
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« Last Edit: Feb 12th, 2014 at 6:17pm by NGMsGhost »  

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