topic Re: Excellent Custoner Service in Discussions & Feedback

Excellent Custoner Service

Glory1 — Sat, 30 Jun 2018 14:16:32 GMT

I've just been speaking to Meuish in Business Customer Service as I had a query on my latest invoice. It appears I'd gone over my data allowance but had no text to tell me when I'd reached 100%. Had I received a text I would have switched to mobile broadband. Mehuish confirmed I'd not received a text and that the amount charged for the overage was O2's fault. Long story short she is arranging for the additional amount to be credited to me as it was O2's mistake in not advising me when I'd used 100% of my data. She was extremely helpful and very quick to see the problem

Please @Martin-O2, @Marjo or @EmilieT could you feedback to Meuish's manager(s). Thank you.

I should just add I check my data usage, which I've set to the 30th of each month as my bill is either the 29th or 30th, on my phone regularly and it showed me well below the 30gb limit.

Re: Excellent Customer Service

Cleoriff — Sat, 30 Jun 2018 17:54:51 GMT

Great news @Glory1. As we always say it's lovely to hear positive feedback about customer services.

I always check my data regularly like yourself, and know what my phone tells me is often very different to what is shown in My O2 ....

Re: Excellent Custoner Service

Glory1 — Sat, 30 Jun 2018 18:35:59 GMT

Yes @Cleoriff I believe in giving praise where it's due and will complain if it's necessary. Though I've yet to have a complaint about Business Customer Services. The few times I've had to contact them, including ordering my phones, they've been polite, helpful and organised my orders, sorted out any problems and answered my queries. I've also rarely had to wait long on the phone, whatever time I ring them. What more could I want.

As for checking my data usage in MyO2Business, because I use my mobile not a PC I'm unable to check it there, so am reliant on my phone which was seriously out compared to O2. It's why a text from O2 to tell me I'd used 100% of my data would have been really helpful as I would have switched to my mobile broadband and switched my data off immediately.

Re: Excellent Custoner Service

jonsie — Sat, 30 Jun 2018 20:26:04 GMT

Doesn't the S8+ give you the options to restrict data in the settings menu once you have reached your mobile limit? Most androids do and I know the Notes 3 & 4 and the J7 Prime do. Good to hear about your customer service experience though

Re: Excellent Custoner Service

Glory1 — Sat, 30 Jun 2018 21:09:45 GMT

Yes it does @jonsie and I've set the restriction. However, according to the data usage on my phone I still had some 5+gb to play with before the rollover on the 30th. But according to O2 I'd used all 30gb on 22nd June! But I never received a text to tell me I'd use 100% of my data. As I said to Meuish not being psychic, how was I supposed to know this when my phone is telling me something totally different.

I'm not an idiot. I know on a business contract the data keeps going even after you've reached your limit and you pay so much per mb extra. So I try to ensure that doesn't happen. It's why I increased my data because I use a lot just playing and downloading games, never mind any streaming I do. I just can't win it seems.

Still I'll get the additional cost plus VAT back as no text being sent by O2 was a fault on their part. That's something at least.

Re: Excellent Custoner Service

EmilieT — Mon, 02 Jul 2018 11:04:02 GMT

That's fantastic, thanks for sharing @Glory1 I'll make sure to feed this back to Meuish and her team, and drop you a PM just to confirm some details!

Re: Excellent Custoner Service

Marjo — Mon, 02 Jul 2018 16:05:41 GMT

Awesome feedback @Glory1, cheers for posting. What a lovely way to start the week!

Re: Excellent Custoner Service

Martin-O2 — Tue, 03 Jul 2018 10:28:34 GMT

Really pleased to hear you had such a positive experience with customer services @Glory1!

Re: Excellent Custoner Service

Glory1 — Wed, 04 Jul 2018 14:14:44 GMT

To add a very happy update to my post. Just received a credit through as promised, and delivered, by Meuish. Meuish you rock 🤩

Re: Excellent Custoner Service

jonsie — Wed, 04 Jul 2018 14:44:12 GMT

@Glory1 wrote:
To add a very happy update to my post. Just received a credit through as promised, and delivered, by Meuish. Meuish you rock 🤩

Now that is someone who knows what customer service is.

Re: Excellent Custoner Service

Martin-O2 — Wed, 04 Jul 2018 15:14:31 GMT

Thanks for the update @Glory1! Great job Meuish!

Re: Excellent Custoner Service

Cleoriff — Wed, 04 Jul 2018 17:33:58 GMT

Pleased for you @Glory1 and well done again Meuish...

Re: Excellent Custoner Service

EmilieT — Thu, 05 Jul 2018 09:50:25 GMT

@Glory1 wrote:
To add a very happy update to my post. Just received a credit through as promised, and delivered, by Meuish. Meuish you rock 🤩

Brilliant news, thanks for the update @Glory1