topic Re: O2's Customer Service in Discussions & Feedback

O2's Customer Service

Anonymous — Fri, 08 Jul 2011 09:11:50 GMT

Morning all,
yesterday i had a pretty tough day with O2. ive had my phone contract with them for many years and have never ever had a problem......until now....
after trawling the internet for home broadband deals i decided to go on to the O2 website and see what they could offer me. A couple of deals looked reasonable, then a pop up chat came up with a guru called #### offering to help at around 2pm, i gave him my postcode and he said the coverage for my area wasn't included in the decent packages and i would have to take out an access package for £30 per month. I said can you sort me a deal out to get this a bit cheaper seems as though ive been with you since the dark ages?? He said no, i mentioned in joke that he wasn't a very good guru, we ended the conversation then.....
an hour later i was trying to send a text on my phone, it wouldn't send. then i tried to ring someone, it saud number barred. at first i thought the local network server may have been down so i just kept trying every 15 minutes to see if i was back in business..... 3 hours later still nothing.
i logged on to O2's website, searched around for a bit then the pop up chat window came up with a girl called cassie here to help....
she checked my account and said "you placed a bar on your phone at 2pm"....
i said ive never done such a thing....why would i do that??!!
then it hit me....guru ### had barred my phone!! the other operator #### couldn't stop apologising, probably out of sheer embarrassment as well, she unbarred my phone and apologised for her colleague.
i was livid!! i have requested the transcript of my conversation with guru paul as im going to take it further, its very childish and unprofessional of him and i want action to be taken and some form of compensation for the inconvienience he has caused me.
i had a lot of respect for O2, until i crossed paths with guru #### ......

Re: O2's Customer Service

adamtemp64 — Fri, 08 Jul 2011 09:44:50 GMT

If you are unhappy and normal customer services have not resolved the issue to your satisfaction you can use the complaint review service.
Out of politness I would edit out the gurus name as the moderators will not like this.
Complaints review service info here http://bit.ly/ooDs2B

Re: O2's Customer Service

Anonymous — Fri, 08 Jul 2011 10:06:31 GMT

If you are unhappy and normal customer services have not resolved the issue to your satisfaction you can use the complaint review service.
Out of politness I would edit out the gurus name as the moderators will not like this.
Complaints review service info here http://bit.ly/ooDs2B

Im just waiting for the transcripts to be e-mailed to me, they said it could take up to 24 hours. i bet im still waiting next week.............!!

Re: O2's Customer Service

Anonymous — Fri, 08 Jul 2011 13:56:02 GMT

Is your complaint that after you insulted a member of the broadband team, they placed a bar on your phone?
If so I would follow the Complaints Review procedure.
I'm a bit unsure of a few things, not doubting you its probably just the way you wrote it. Would a member of the broadband team be able to bar your phone? Can it be done that quickly? Also, the transcript of the chat is automatically sent, so why does it need to be sent again.

Re: O2's Customer Service

Anonymous — Fri, 08 Jul 2011 14:35:51 GMT

Is your complaint that after you insulted a member of the broadband team, they placed a bar on your phone?
If so I would follow the Complaints Review procedure.
I'm a bit unsure of a few things, not doubting you its probably just the way you wrote it. Would a member of the broadband team be able to bar your phone? Can it be done that quickly? Also, the transcript of the chat is automatically sent, so why does it need to be sent again.

im going to follow the procedure yes, but i haven't got the transcript from my conversation with the member of staff that led to my phone being barred. is there anywhere on the O2 site i can visit my previous chat history? the transcript hasn't been automatically sent???

Re: O2's Customer Service

Anonymous — Fri, 08 Jul 2011 15:26:12 GMT

Don't you need to make a subject access request to get access to this kind of thing? Those can take up to 40 days

Re: O2's Customer Service

Anonymous — Fri, 08 Jul 2011 15:37:59 GMT

Don't you need to make a subject access request to get access to this kind of thing? Those can take up to 40 days

i went on the O2 chat again and a woman has sent it again and it came straight through! so much for me having to wait 24 hours, it really cheeses me off when one member of staff says one thing and then another says something different!
anyway complaint sent lets see what happens....

Re: O2's Customer Service

Anonymous — Fri, 08 Jul 2011 17:09:44 GMT

"let's see what freebie/goodwill gesture I can get out of them"
An apology seems to mean nothing these days.
I'm more inclined to think that the first agent barred the account in error rather than placing it through malice, despite your unwarranted insult.

Re: O2's Customer Service

Anonymous — Fri, 08 Jul 2011 17:16:02 GMT

"let's see what freebie/goodwill gesture I can get out of them"
An apology seems to mean nothing these days.
I'm more inclined to think that the first agent barred the account in error rather than placing it through malice, despite your unwarranted insult.

Or it was a restriction due to go on the account anyway.

Re: O2's Customer Service

Anonymous — Fri, 08 Jul 2011 19:56:42 GMT

"let's see what freebie/goodwill gesture I can get out of them"
An apology seems to mean nothing these days.
I'm more inclined to think that the first agent barred the account in error rather than placing it through malice, despite your unwarranted insult.

"let's see what freebie/goodwill gesture I can get out of them"
at what point in my posts have i wrote this comment????

Re: O2's Customer Service

Anonymous — Fri, 08 Jul 2011 21:26:42 GMT

"let's see what freebie/goodwill gesture I can get out of them"
An apology seems to mean nothing these days.
I'm more inclined to think that the first agent barred the account in error rather than placing it through malice, despite your unwarranted insult.

"let's see what freebie/goodwill gesture I can get out of them"
at what point in my posts have i wrote this comment????

You did.

Re: O2's Customer Service

jonsie — Fri, 08 Jul 2011 21:47:49 GMT

i want action to be taken and some form of compensation for the inconvienience he has caused me.

Re: O2's Customer Service

Anonymous — Sat, 09 Jul 2011 07:48:25 GMT

how come these forums always turn into a lynchmob against the person who has been #### on?! I bet you all work for o2! I deserve some form of compensation for the inconvenience he caused me. Its a little different from lets see what freebies i can bleed out of them, like someone who obviously can't read my posts properly. if you paid for a film and only half of the film was shown you'd want something done about this, you would want compensating for it no doubt about it. Im paying for a service and when some smart #### guru denies me this service i want something done about it.

Re: O2's Customer Service

sheepdog — Sat, 09 Jul 2011 08:36:12 GMT

Exactly how are you going to justify compensation for around 4 hours of not having access to the o2 network? That would be about 20p obviously depending on what contract you have.

Re: O2's Customer Service

Anonymous — Sat, 09 Jul 2011 09:54:21 GMT

i could have sat there with my thumb up #### forever not knowing why i had my phone barred, i had to ask them why?? its a poor service all around and if you lot can't see it then your obviously warped in o2's little mind!! :womanindifferent: :womanindifferent:

Re: O2's Customer Service

Anonymous — Sat, 09 Jul 2011 13:11:39 GMT

I'm more inclined to think that the first agent barred the account in error rather than placing it through malice, despite your unwarranted insult.

I would go with this initial assumption as well.
I doubt that the agent would purposely bar your phone just to ####; especially when it is so easily investigated. I used to administer a VOIP call centre system. All calls are recorded, then linked to your profile and the agent real-time then saved as an mp3 file and stored on the server.
I hope you get an amicable resolution, however, as I always say... 'nobody pats a barking dog'.
(meaning, insults don't get you far when you want something from them)

Re: O2's Customer Service

Abs — Mon, 11 Jul 2011 10:50:47 GMT

Hi johnnyfeng,
I'm sorry to hear about the inconvenience you've had experienced. It sounds very unusual that a web chat adviser who was helping you with home broadband information would bar your mobile account deliberately for any given reason.

This needs to be investigated properly to understand what exactly happened on your mobile account. The web chat adviser wouldn’t access or make changes to your mobile account without your permission. I’m not entirely sure if you did ask to check your mobile account at any given point during your web chat conversation? Nevertheless, I’m not ruling out that this could have happen in error as well.
I’m more than happy to investigate this for you, if someone is not looking into it already. You’re more than welcome to PM me your details and any other information.
Thanks
Abs

Re: O2's Customer Service

Anonymous — Mon, 11 Jul 2011 14:57:59 GMT

Hi johnnyfeng,
I'm sorry to hear about the inconvenience you've had experienced. It sounds very unusual that a web chat adviser who was helping you with home broadband information would bar your mobile account deliberately for any given reason.

This needs to be investigated properly to understand what exactly happened on your mobile account. The web chat adviser wouldn’t access or make changes to your mobile account without your permission. I’m not entirely sure if you did ask to check your mobile account at any given point during your web chat conversation? Nevertheless, I’m not ruling out that this could have happen in error as well.
I’m more than happy to investigate this for you, if someone is not looking into it already. You’re more than welcome to PM me your details and any other information.
Thanks
Abs

Thanks i've sent you a pm