The Official Live Chat Feedback thread

[Toby]

Hi guys,

Many of you have no doubt used the O2’s ‘chat’ service from time to time for all kinds of support queries. We also held a Virtual Interview recently with Richard Clarke, our Head of our Digital Service, where he answered some great questions from you.

Off the back of this session, we thought it was great opportunity to hear from you on how you think the chat service is doing and if there is anything we can do better in terms of resolution time, accuracy of info and the general experience. This has been done before on the community for TU Go and its incredibly useful for the team to hear about what’s going well with the service, what can be improved and if you have great ideas.

This is your chance to get have your voice heard and we’ll do our best to report back with changes and improvements that we make based on your suggestions.

While this is an open discussion there are some guidelines that you need to keep in mind when you make a comment:

- If you want to sort out a personal query, please create a thread in the community and you’ll get some great advice from other members. Any personal query posts will be moved and a thread will be created for them.

- Please do not mention any chat advisors by name. If they are posted, they will be edited.

- If you have a transcript of a chat session that helps with your point, please try to avoid using them and instead make a comment on the experience itself. If a transcript is absolutely essential, please only post what you need to (i.e. a few sentences).

I really look forward to hearing from you and what can be done off of the back of your suggestions.

Toby

[Anonymous]

I recently decided to change from a contract to PAYG. It took 4 people and 55 mintes to get ths done on chat.

There were one or 2 complications, but the basic problem is that first you have to speak to one person who asks you all sorts of questions and then transfers you to the department you should be speaking to who ask you most of the questions all over again.

I was unfortunate and got cut off just before we were finished. When I tried to reconnect, there was nothing doing although I knew the agent's name. I had to start all over again. The 2 people this time round were very slow in "reading my notes" and even asked me stuff I hadn't needed to answer first time round.

I suppose it was cheaper than phoning from Italy on a mobile  which was my only other option.

[Anonymous]

Good to Hear you got sorted

You may need as some point to visit an O2 shop to get a blank account specific Payg SIM card as they hold different info than a pay monthly version as in the messaging number.

The O2 shop can complete the sim swap for you when your back in the Uk.

[MI5]

A call to customer services is free from anywhere in the world from an O2 contract phone, so you need not have worried about that.
Contact numbers are all here http://www.o2.co.uk/contactus

[Anonymous]

Hi, after being treated to the worst customer service I have ever encountered on LiveChat I have decided that I will leave O2 after 10 years, as I refuse to pay the money I pay to a company that brands me a liar.

Is there an email address where I can send my complaint to?

[MI5]

Complaints link here http://www.o2.co.uk/how-to-complain

[jonsie]

You can send to Complaints Review Service

They do however take around 7 working days to respond.

Have you tried speaking to customer service?

[Anonymous]

Unfortunately the email option was withdrawn a while ago. Perhaps if you forward your issues into @Toby who is site management for O2 he may be able to assist.

http://community.o2.co.uk/t5/user/viewprofilepage/user-id/60444

[Anonymous]

I'd rather email as i can get all my points down first without being interrupted.

I don't mind about the delay, I'm not threatening to leave in order to get my own way, I'm leaving on a matter of principle after the manner in which I was treated and spoken to.

Thanks, I'll use that address.

[jonsie]

Good luck, let us know how you get on.

[Cleoriff]

And yet ANOTHER live chat fiasco...costing O2 a customer.

Absolutely shocking that they are continually getting away with this....