O2

February 2008, Draft letter, not sent

Dear Sir/Madam,
Following my phone conversation with customer service (26/2/08) I would like to thank you for refunding the £46.74 costs that I incurred due to recent non-EU data roaming. I would like to put on record my precise issue:

• Since becoming an 02 customer I have not received any information from you regarding roaming charges
• One of your "Frequently Asked Questions | International" is "How much do I have to pay to use the iPhone abroad?" - your answer to this fails to specify how much it costs to use the iPhone abroad. It simply says "If you're abroad Wi-Fi will be subject to local charges. Data usage will be subject to local roaming charges."
• I was unable to find any information about what these charges are, and it was only by talking to your customer services that I was told that the charge is/was £7 per MB. Is this public information?

The point is on my recent trip to the US I was not expecting wi-fi access to be free, but the level of uncertainty now means that I'll be reluctant to use my phone. This is a pity because your lack of transparency simply creates dead weight loss. In an ideal world there'd be an alert to say that I'm now being charged for my volume and a counter to show what that charge is.

I think it's a shame that there's so much ambiguity regarding roaming fees

You are missing an opportunity to make money from me