I've always had a good experience when it comes to speaking with people on o2 Live Chat Help as they seem to be friendly and relatively knowledgable.
However, they keep lying to me. Initially I was told on live chat that I would not get a better deal when either calling customer services or in store, but in fact my wife previously got better deal whilst in store on a monthly + phone, than she was offered online, having been told by the salesman that there was more flexibility allowed on deals in store, and to always come in!
My order was supposed to arrive today, what with the promised next day delivery. When I contacted o2 live chat, they first told me the phone was out of stock and that I would recieve it within 3-5 days, even though I checked that the phone was in stock before I ordered it. When I complained, the chap then told me that he had now expidated the delivery and that it would be with me really soon 'maybe as soon as tomorrow'.
I then asked if I could cancel the order, as I am going away and need the phone before hand. I intended to pick it up in store. Then he informed me that I couldn't cancel the order as it had now been picked and given a tracking number (this is within the same ten minute conversation). I responded simply that it was amazing that the order had been re-processed, the stock checked in, allocated, put into pick, packed and dispatched so quickly. I work in warehousing, this is just not viable.
The phone that I have just bought from o2 was offered for less money, with double data, by a competitor network. I stayed with o2 because I have bought from them for ten years, that's as long as I have owned a mobile phone. Your marketing team do an excellent job at promoting added value through o2's service. I wanted to stay with o2 because I wanted to trust my provider; so it's dissapointing when that provider is dishonest.
I wouldn't have felt the need to escalate the issue of o2 not delivering on a service promise (pun), had you all just been honest about it.
It's not the fault of the advisor I spoke with. It's the fault of the management teams that offer little their advisors little autonomy on customer care and prioritise keeping the numbers happy, at the expense of the customers. They have yet to learn that the two are codependant.
I think that having online support available across such an accessible time frame is really great customer service. But I think that the options that staff have to help customers is limited, and that the unlikely stories about things being out of stock one second and then dispatched the next are indicative of too much negative pressure on employees.
Thanks for reading.
Louise
