topic Re: Poor service in store in Discussions & Feedback

Poor service in store

garetc — Sun, 18 Sep 2022 21:40:30 GMT

Went into Buxton and asked for a replacement 5G eSIM yesterday and the store assistant told me 'she didn't think they're even a thing yet' and all she could give me was a 4G one. When I told her I'd had some from there previously she looked at me bewildered.

She didn't seem very knowledgable and called across to her colleague to ask how to do a SIM swap while he was trying to deal with a customer.

Pretty poor service, left in the end without a resolution.

Re: Poor service in store

Bambino — Sun, 18 Sep 2022 21:44:20 GMT

I'll tag our community manager who will be able to look into this for you. Probably not until Tuesday though. @Martin-O2 can you please respond to @garetc?

Re: Poor service in store

garetc — Sun, 18 Sep 2022 21:55:49 GMT

Thanks @Bambino wouldn't usually bother to feedback but I travelled there specifically for an eSIM as they sent a physical one with my new phone.

I've been in before and had great service, maybe she was just a new member of staff.

Re: Poor service in store

Peterkin1010 — Sun, 18 Sep 2022 22:37:02 GMT

Its never good when store service is below par or perceived to be below par.

But the chances are, the member of staff probably doeesn't know about eSIMS.

About ten years ago I worked for Orange'EE for a short time and had terrible trouble getting to grips with their systems. And it may well been a case of that.

Re: Poor service in store

garetc — Sun, 18 Sep 2022 22:44:27 GMT

Hmm maybe.

She started by saying that they didn’t have any 5G SIMs in and that a 4G one would be fine, the only difference would be I couldn’t pick up 5G coverage and then went on to say she didn’t think they were a thing.

Pretty sure she just wanted to get rid of me. I wonder if they had the 5G eSIMs in and she just didn’t look properly or could t be bothered.

Re: Poor service in store

Peterkin1010 — Sun, 18 Sep 2022 22:52:29 GMT

Well that's another matter entirely and you certainly shouldn't have been leaving the premesis feeling like that. Sadly some staff slip up for whatever reason. In your shoes I'd be inclined to contact O2 and tell them about it. A member of staff who gives that impression to customers is a liability as they stand and O2 need to deal with it. What if next week your contract was up and you wanted an upgrade? Would you want to go back for another load of it?

Re: Poor service in store

Martin-O2 — Tue, 20 Sep 2022 14:25:36 GMT

Thanks for the tag @Bambino!

@garetc I'll drop you a private message to grab some details which will help me pass on your feedback.

Re: Poor service in store

garetc — Wed, 21 Sep 2022 19:23:14 GMT

Did you want any information @Martin-O2?