topic Re: Lies, poor service and complete disregard for customers in Discussions & Feedback

Poor Customer Services

Carol_Stott — Sun, 13 Jan 2019 20:47:57 GMT

Re: Poor Customer Services.

I have been trying to have a Pay as you go iphone unlocked so I can use a different carrier. I have made five telephone calls and poorly trained staff have continued to advise me incorrectly. I have added additional credit to my balance and each time I call the o2 advisors have advised me to Top up more in order that my request can be taken seriously. I have asked how much I should top up before my request will be initiated and each time the operator has stated simply top up more until you iphone is unlocked. I am wondering how many other customers are on this merry go round?

I agree o2 have a total disregard for customers. I hope in time the Ombudsman will fine them. They are so unhelpful and rude it just awful.

Re: Lies, poor service and complete disregard for customers

MI5 — Sun, 13 Jan 2019 19:07:39 GMT

@Carol_Stott no need to keep topping up at all. How to unlock here https://community.o2.co.uk/t5/How-to-Guides/Unlocking-an-O2-phone-to-use-a-different-SIM-card/ba-p/1014131

Re: Lies, poor service and complete disregard for customers

jonsie — Sun, 13 Jan 2019 19:09:51 GMT

That sort of advice is just not acceptable. Unlocking is free so no top up necessary as long as the phone has been used on the O2 network. I simply don't understand why 5 advisers have told you this?

Re: Lies, poor service and complete disregard for customers

Cleoriff — Sun, 13 Jan 2019 19:27:04 GMT

*Shakes head* Absolutely pathetic advice from O2 advisors!!

Re: Lies, poor service and complete disregard for customers

Anonymous — Sun, 13 Jan 2019 20:55:55 GMT

Probably don’t know what they are talking about & want the customer to spend more money without them doing anything

Re: Lies, poor service and complete disregard for customers

jonsie — Sun, 13 Jan 2019 21:20:29 GMT

I'm just guessing that the phone hadn't been used on the network and it needed topping up to activate it.

Re: Poor Customer Services

EmilieT — Mon, 14 Jan 2019 09:43:28 GMT

Hi @Carol_Stott, and welcome to the forum I'm very sorry to hear you feel the calls you had were rude and unhelpful, this is not at all the experience we want our customers to have. I'd love to pass on your feedback to the relevant teams, so I sent you a Private Message to get a few more details