O2 Customer Service is a misnomer

[Anonymous]

Can someone please explain how this is ok for O2 to do to a customer of multiple years with 3 contracts and a perfect credit history:

1. I upgrade a phone with the assoicated new contract

2. O2 sends me the wrong phone

3. I spend over an hour online and on the phone to resolve it

4. The only possible O2 answer (after talking to 4 different people) is: I have to post the phone back and wait 5-7 days, then I call them (that's right, they won't contact me) and restart the process (all the while my new monthly contract has began the O2 system says my phone has been delivered and I am being charged accordingly).  They wouldn't do a door stop or store swap - WTF!  

So, in short, O2 mistake costs me over a week and it's entirely up to me to fix the whole thing.  Now that is a whole new low for 'customer service'! 

[MI5]

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@Anonymous wrote:

I don't really care about the details.......  

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Neither should you have to.

Mistakes can happen but it's how they are rectified that is important.....

[aldaweb]

Sound like a dyslexic picker, saw 5S and picked an S5. 

[Anonymous]

Thanks - that at least made me laugh.

[Anonymous]

Thanks for the encouragment MI5.  I have since been to an O2 store and moaned (to no avail), so gave up and tried to take the phone to the post office to return it. Howere they would not accept the 'return' slip that came with the phone as it did not have sufficient informatio on it (even thought a CS person said it would be fine) - ok, I give up 'where are the cameras, serioulsly'.  So, yet again I get on the phone to CS 202 (6th time lucky maybe) - 23 mins later and they are sending me a jiffy bag to put the phone into to send it back.  Seems they can't even get a return slip emailled to me to send back the phone today. So now I wait 1-3 days for a bag to turn up to send the wrong phone back before they will even start to send me the correct phone I actually ordered.  Not really feeling like a valued O2 customer at this point. 

More info

[MI5]

At least it can't get any worse..... Can it??

[jonsie]

I feel for you @Anonymous 

[Anonymous]

Please don't tempt them

[jonsie]

Let's just hope they get the simple task of sending you the returns envelope correct

[Toby]

Hi Aussiecrackers,

I'm about to send you a PM about this. I'm Toby, the community coordinator

Cheers