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When Customer Service works

Anonymous
Not applicable

Just spoke to O2 about UK Mail. 

Saturday delivery didn't happen - a driver was off sick, fair enough, these things happen. I was then assured that the depot manager would be bringing out the premium deliveries himself that day. Excellent, I thought, see a problem and do something about it. Of course, it was just a fob off and my hastily rescheduled day was completely wasted.

So I rang O2 today. They are often much maligned for poor service, so it's nice to be able to say something good. The advisor wasted no time in refunding the enhanced delivery charge. She then contacted UK Mail to find out what was happening. She didn't get much from them except a repeat of what I'd been told, along with an assurance that the phone will be delivered tomorrow. I know the phone is still O2's responsibility until I get it, but the lady in CS was accepting responsibility for the delivery failure, when it clearly wasn't her fault. So often we hear that nobody will take responsibility for an issue. 

The formal complaint to UK Mail is now in the pipeline.

Very straightforward dealings; less than 10 minutes and no raised voices.

Not a rant, but hopefully a refreshing read on a Sunday.

 

 

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Cleoriff
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Thanks for posting @Anonymous

It is really good to hear someone in CS taking responsibility and refunding your money (as well as chasing UK Mail)

Thanks for posting. I am sure @Toby will be happy to feed this back for you.

Enjoy your phone when it arrives tomorrow wink

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jonsie
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MI5
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Good to hear someone taking responsibility for it slight_smile
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
Pixel 7a (O2 & Lyca), One Plus 6 (Sfr), iPhone 12 Pro Max (Vodafone)
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Toby
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Hi @Anonymous,

 

Sorry to hear about the issues you've had, but I'm glad your chats with O2 were more satisfying. If you would like me to try and pass on your kind words, feel free to PM me with some details.

 

Have you received the device today as of yet?

Fancy writing a great device review or O2 forum guide? Send me a message!

Get involved:
• New to the community? This is how you get help.
• Want to know who we are? Come and say hi to us.
• Want to have a chat? Drop me a direct message.

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Anonymous
Not applicable

Just a quick follow up - I'm sure you all know the answer anyway.

 

No delivery - another excuse from UK Mail and another promise to deliver today.

 

I shan't hold my breath

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jonsie
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Toby
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Hi @Anonymous

Let me know how you get on with this. If the situation is the same tomrrow, please send me a PM.

Fancy writing a great device review or O2 forum guide? Send me a message!

Get involved:
• New to the community? This is how you get help.
• Want to know who we are? Come and say hi to us.
• Want to have a chat? Drop me a direct message.

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Anonymous
Not applicable

Well I never.

The phone had turned up within the delivery window they gave O2.

The tracking log has gone from "dealyed" to "delivered"

Small mercies

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Cleoriff
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@Anonymous wrote:

Well I never.

The phone had turned up within the delivery window they gave O2.

The tracking log has gone from "dealyed" to "delivered"

Small mercies


I was just about to ask if you had actually been given a delivery time...as they can deliver up to late evening wink

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