topic Re: Worst Service in Android

Worst Service

Anonymous — Sat, 03 Dec 2016 15:50:36 GMT

Hi,

I have been with o2 more or less 10 years, I have enjoyed o2 till October last month and I even bought an other contract.
I had few soft ware issue with my Samsung galaxy s6 edge. I reset device but I was still having trouble with using apps and interent as device was freezing. on 31st October
I took my phone to o2 shop in swindon high street and explain everything to the chap I think his name was Nathan (not sure sorry). I also explained that there is a crack on the screen which doesn't need to be changed all I need is phone software to be checked.I also explained that I am going to abroad on 6th november and I need phone by then. Gentleman said it normally take 3 to 5 days and it should arrive back on Friday. I was happy with it as my flight was on Saturday. I heard nothing back from o2 till Thursday and started panicking. I kept on calling all Thursday to the number of high street shops but no answer. Then I rung 02 repair department it exactly took 47 minutes to speak to a person, once I spoke to the guy he said they can not repair until they receive quote for the screen, I explained him nothing to do with screen and I did explain that I don't want to do anything to screen. Chap I was talking to was really rude and won't listen, at that point I said to him that I want my phone back by Friday, he said he can not guarantee, I even offered to pay for postage but no luck and no phone arrived at all and I ended up travelling with no phone which absolutely ruined my trip as I had no way of contacting my family and friends. I couldn't get any body to pick me up from Airport.

Today I went back to the o2 shop and tried to get phone sent off for repair, I explain all above mentioned to host (joby) who didn't, the seems to bother about it and wanted me to ring to repair center , and still wants me to stay there and wait for 30 minutes joby kept on telling me he is only the host and he can not spend more time on my case as he has other customers to see i requested to see the manager but he won't call manager either and started telling me my tone is not good! I was not shouting or doing any tones. Finally store manager Julian arrived he didn't even ask me about problem and started telling me things which he was probably told by joby. The moment I tried to talk he started rolling his eyes which I found very disregard and very unprofessional.

I am in customer service for a very long time and I do look after my regular , loyal and old guests. I have not seen such a bad services from anyone in my life.
Is that how you guys treat your loyal customers? Your swindon branch doesn't even answer the phone calls.
I hope my complaint will be investigated quickly. Please let me know to how are you going to resolved my phone issue? I hope it will be resolved and compensate within o2 .
Looking forward to hearing from you.
Kind regards

Re: Worst Service

MI5 — Sat, 03 Dec 2016 18:04:12 GMT

@Anonymous

Complaints is on this link http://www.o2.co.uk/contactus
You are not talking to o2 here, this is a customer forum not CS.

Re: Worst Service

gindygoo — Sat, 03 Dec 2016 18:23:25 GMT

Thing is, I'm sure I've read that if there's any other faults like a cracked screen on a faulty phone, that the repairs ppl want that fixed before even investigating further? I guess I can understand that, as if there's obvious damage to the screen, that could quite easily be the cause of the other faults.

Anyhoo, the advice is correct we're not customer service but customers like yourself. If you're dissatisfied you need to initiate a formal complaint from the link given above.

Edited to add a mention @Anonymous as the op needs to come back to read the info about us not being CS.

Re: Worst Service

MI5 — Sat, 03 Dec 2016 18:27:51 GMT

How many mentions are required
It is true that cracked screens must be replaced at customers expense before any warranty repairs but it seems this has been explained already to the op by o2?

Re: Worst Service

Anonymous — Sat, 03 Dec 2016 18:37:34 GMT

Yes as I can understand it has been explained but the OP has declined the screen repair which means they won't be able to do anything else

Re: Worst Service

MI5 — Sat, 03 Dec 2016 19:03:29 GMT

Yes, that's correct unless the op chooses to go elsewhere to get phone repaired.

Re: Worst Service

Anonymous — Sat, 03 Dec 2016 19:15:12 GMT

I'm guessing that the OP will follow this route then

Re: Worst Service

MI5 — Sat, 03 Dec 2016 19:17:21 GMT

Most likely.

Re: Worst Service

jonsie — Sun, 04 Dec 2016 04:24:16 GMT

To be honest the store manager should have explained that they would not touch a phone with a cracked screen, understandable if the phone has to be opened up with the highest possibility of that crack worsening and the display suffering issues.

I wonder why the store didn't offer a loan phone? Maybe it was a franchise store that don't operate the scheme....

Re: Worst Service

Cleoriff — Sun, 04 Dec 2016 08:06:47 GMT

@jonsie wrote:
To be honest the store manager should have explained that they would not touch a phone with a cracked screen, understandable if the phone has to be opened up with the highest possibility of that crack worsening and the display suffering issues.

I totally agree with that ^^^^^. There are varying 'levels' of cracked screen..and people can manage to use their phones quite successfully without having the screen replaced (particularly if cost is a factor)

If @Anonymous stated at the outset he didn't want a new screen then he should have been told instore that O2 would not accept it for repair.

The choice would have been clear and the op could've made alternative arrangements before their trip abroad..

Re: Worst Service

jonsie — Sun, 04 Dec 2016 09:07:48 GMT

Yes and to be fair Samsung would have said exactly that too.

Re: Worst Service

MI5 — Sun, 04 Dec 2016 10:25:41 GMT

No one would touch it without replacing the screen too except maybe a non official repair shop after the customer signed a disclaimer.

Re: Worst Service

gmarkj — Mon, 05 Dec 2016 09:20:52 GMT

Given that the issue "seems" to be software related, why would they not inspect for any faults there?
You don't need to open the phone to connect a usb do you?

Re: Worst Service

MI5 — Mon, 05 Dec 2016 09:47:40 GMT

"Seems" to be but not necessarily.
Who can know until it's looked at?

Re: Worst Service

gmarkj — Mon, 05 Dec 2016 10:54:20 GMT

True.
But if I take my car to a garage for fault a, i don't expect them to not work on it until fault b is fixed.
In this case why would they not check for software issues when there is no reason for the screen to be repaired - yes it is broken but working...

Re: Worst Service

MI5 — Mon, 05 Dec 2016 11:04:42 GMT

Just adding water to a cracked radiator wouldn't patch the hole in the radiator though.
Fault A and fault B may not be related on a car but on a small electronic device where everything is interfacing with something else, it could well be.......

Re: Worst Service

gmarkj — Mon, 05 Dec 2016 11:45:00 GMT

That is true enough.
What I wonder though is why not at least do some diagnostics on the device before simply they are not looking at it until they fix the screen?
All told it is frustrating for the customer. Perhaps would have been better to be told that one of the causes might have been the screen and that needs to be fixed before they can investigate other issues...

Re: Worst Service

MI5 — Mon, 05 Dec 2016 12:02:45 GMT

It's an industry wide "thing". Obvious damage has to be redressed before any other faults will be looked at - I'm sure there is good reason for it but a better explanation of the process would indeed help with customer expectations.

Re: Worst Service

Anonymous — Mon, 05 Dec 2016 22:43:58 GMT

O2 Chap said itS not even a full crack. He was sure that phone will get repair and will be returned by Thursday and very latest Friday.

Re: Worst Service

MI5 — Mon, 05 Dec 2016 22:47:15 GMT

Is that like being a little bit pregnant?