Ask the Director: How can we make your life even better connected?

[Abs]

Hi Everyone,

Ever wonder if you could ask a question or forward an idea directly to a person who is involved in making top decisions for our company? Well, here's that wonderful opportunity for you!

On Tuesday, we’re conducting our first ever Virtual Interview event on the O2 Community that will be hosted by our Sales & Service director. He will be responding to your questions and taking any feedback/ suggestion on this thread between 16:00 – 17:30. So, get your thinking caps on!

How can we make your life even better connected: what are the products, services and experiences we can either improve or introduce?

NOTE: The thread is now closed and we'd like to thank everyone for posting their questions and feedback.

Thanks

Abs

[Anonymous]

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@perksie wrote:

I would like to see a concerted effort to improve the stability of the O2 main web site.

It always seems to suffer broken links, out of date pages etc.

The help pages are very sparse with limited information in many areas.

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Hi Perksie

Thank you for your feedback. We're working every day to improve our online experience for our customers. This includes providing new and innovative services online (e.g. webchat), increasing personalisation (My O2), our online store and our extensive online O2 Guru offerings.

I will ask the guys to specifically look at broken links, out of date pages and the sparse help pages. I want O2 to become the very best online company in this space. We have some work still to do!

[Anonymous]

Another thing that frustrates me about the website is that you refuse to let users use a secure password anymore.  My password for the o2 site is an old one because you no longer allow, for example, punctuation.

[Anonymous]

A Fibre broadband offering from O2 would be nice, with mobile customer discounts of course.

Also, to the Android users who are fed up with the operator branding, it's not all plain sailing with rom updates.  The unbranded S2 was the last variant to receive the ICS update this year.

[Anonymous]

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@Anonymous wrote:
I'd like to ask:
Why do you (and other carriers) insist on shipping phones with pre-installed applications?

Not only does this hinder the roll out of OS updates due to the extra testing, but you do not even allow them to be uninstalled, so I am forever plagued by update notifications from apps I have absolutely no interest in using.

It seems to me that if carriers would like a better customer satisfaction rate, providing timely updates would be a great way to start, especially when critical (eg. security) updates are delayed by months. Android is an OS designed to be controlled by the end user, not by the carrier.

Also, you need a better boot image for high res devices. Those bubbles look pants on an HTC One X. How about...hmm... stock Android?

TL;DR: Stop installing apps I don't want on my phone's limited space without giving me the option to uninstall it.

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Hi OJ

Preinstalling applications on phones isn't something we do much of - are there specific apps you're referring to? Or are there things you think we should be including that we aren't?

We passionately believe that thoroughly testing prior to release creates a better experience for our customers - we want to get it right. Our aim is to never release software until it's ready.

I'll ensure we pick up on your bubbles comment - I'll tell the team you think it looks pants!

[Anonymous]

Why sale advisor offer one thing and we you ask another the offer does not exists ? Offered a upgrade at the same price at current 24 monthly contract but when I came back the next advisor said there not such offer, I am on a 24 month contact (2 months started)

[Anonymous]

O2 is doing a good thing in some areas btw, decent broadband and support for visual voicemail. Why the other operators haven't done this is beyond me.

Another favour, please let Ofcom do their job and help get the 4G networks rolled out asap.  The networks have been doing enough fighting with each other, now it's time to put the customers first.

[Anonymous]

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@Anonymous wrote:

Hi

I have been trying to find out what the problem is with sending text messages.

• spoken to customer services - nice but not really interested and basically couldn't help and wasn't interested in this being a service issue
• tweeted - as above
• friend been into shop - gurusays loads of people complaining about text service

So where do we go from here - there is no joined up view of service or service complaints. "just wait and see" was the help. Is this really the best you can do surely a cohesive incident management service would not be difficult to provide at this point in the maturity of your company.

02's customer service has, at best been poor, at worst lets not even go there. 2 major complaints in last year resulting in refunds and compensation all because of your people.

Regards

Sue

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Hi Sue - I'm really sorry to hear about your bad experiences. That's simply not good enough and is not the level of service we aim to deliver. I'd like to get one of our team to look into your issue - please send Abs@O2 a private message with your mobile number and what's happened.

However on the broader point, we monitor all aspects of our customer experience, whether that's network performance, text experience, online, retail and phone experience. In addition I personally review our complaint levels, trends and the underlying reasons for these complaints on a regular basis to ensure we are focusing on the biggest issues for our customers.

[Anonymous]

Hi....Sorry to be a nag but could I get a reply too? I was the first person to ask a question yesterday. I know it probab;y sounds like sour grapes and apologies to anyone else who may take offence to this request!

Rob

[Anonymous]

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@Anonymous wrote:

I'm very happy with the International favourites plan. My main destination is Venezuela. However it would be great if you can include this country on the "CallMe number"

Thanks in advance

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Hi Elisa - great you're enjoying International Favourites. I'll pass this request on to the team behind it.

[Anonymous]

Hi. Thank you for taking the time to answer our questions today. I live in a location that does have some o2 coverage. However my flat is at the back of a converted house and I am lucky if I can get one bar of coverage. I therefore have 2 contracts one with o2 and one with Vodafone as they offer a Sure Signal. It costs me a lot more each month to have 2 contracts but I want to stay with o2 and don't see an alternative.

I know that for well over 6 months you have been trialing the a similar product with the o2 Boost Box. So to cut a long story short do you have any updates on when it will be available? If it isn't is there anyway you can add me to the trial. I have tried to get added but to know avail. It would make me life so much easier if I could make and recieve calls in my home. There are blackspots on all networks and the suresignal is a godsend and I am sure the Boost Box will be too for thousands of people like me. I don't want 2 contracts and numbers just to get coverage at home! Many thanks for reading and taking the time.