topic Re: O2 Customer service sucks! in Discussions & Feedback

O2 Customer service sucks!

Anonymous — Thu, 07 Mar 2013 17:03:20 GMT

O2 Customer service is a farce especially if you need to talk to someone to discuss your account, etc. It is all automated, push button 1 etc crap and you never, ever, ever, get to talk to any support staff. This has been my experience listed below:

Chances of trying to talk to a human being regarding* = zero

Chances of trying to get a virtual response other than in broken English = zero

Chances of virtual responder buffering being fast enough to react live = zero

Chances of trying to pay bill via phone without it timing out = zero

Chances of paying on line without the page not loading or crashing = zero

O2 really do not offer any real support to their customers and at the end of my contract I will be looking elsewhere for a more engaging provider.

* the only time I even got a chance of talking to a person was when I pushed the termination of service option. Even then I was in a queue for over 25 minutes listening to elevator muzik before giving up!!!

Re: O2 Customer service sucks!

Toby — Thu, 07 Mar 2013 17:23:10 GMT

Hi fedupuser,

Happy to discuss this with you

Send me a private message and we can have a chat.

Cheers, Toby

Re: O2 Customer service sucks!

Anonymous — Thu, 07 Mar 2013 19:24:45 GMT

I had cause to phone customer services this week, only 2 buttons pressed and answered in less than a minute by a very helpful chap who didnt rush me, did what I had requested and was at a "very" local to me, call centre so could be understood in fact 10/10 to him

Couldnt have got better service face to face

Re: O2 Customer service sucks!

Anonymous — Thu, 07 Mar 2013 19:32:39 GMT

O2 have plenty of phone staff - a few thousand at least. Granted we're not all there 24/7, we do have homes to go to, holidays, appointments and personal lives like everyone else!, but there are usually lots of people there.

Sometimes it gets a bit busy, especially if there have been any major things happening that people want to talk about (new phone releases, new product launches selling off home bb to sky etc etc) and obviously certain times of day will be busier than others (example evenings when people get home and want to phone us).

There should never be a case where you can't get through to someone at all

Re: O2 Customer service sucks!

Anonymous — Thu, 07 Mar 2013 21:21:22 GMT

I've never had a problem getting through normally in under 5 minutes unless very busy

Re: O2 Customer service sucks!

Anonymous — Thu, 07 Mar 2013 22:22:09 GMT

Never had a problem here myself, any time I had an issue in store or on phone were resolved in 5 minutes, just for curiosity, were you by any chance using web chat

Re: O2 Customer service sucks!

Anonymous — Fri, 08 Mar 2013 08:07:25 GMT

I can honestly say I've never had a "terrible" customer service experience with O2 . I mean I've maybe had some long waits but very few customer service lines or online chats are quick. Its the luck of the draw.

However they've always given me a good end result and that is what matters at the end of the day.

Re: O2 Customer service

jonsie — Fri, 08 Mar 2013 15:58:13 GMT

Never had a problem either.

Re: O2 Customer service

perksie — Fri, 08 Mar 2013 16:09:21 GMT

Same here, no problems at all and they're still the company with the best service record.

Re: O2 Customer service

Anonymous — Fri, 08 Mar 2013 19:26:21 GMT

Best coverage too

Re: O2 Customer service

MI5 — Fri, 08 Mar 2013 19:29:06 GMT

@Anonymous wrote:
Best coverage too

Unless you don't have a signal

Re: O2 Customer service

Anonymous — Fri, 08 Mar 2013 22:28:03 GMT

Use the coverage checker ha ha

Re: O2 Customer service

jonsie — Fri, 08 Mar 2013 22:40:40 GMT

You see how I subtlety changed the thread title....:smileywink:

Re: O2 Customer service

perksie — Fri, 08 Mar 2013 23:09:30 GMT

Love it, I like doing that, especially when the title is stupid.

It's good if you can do it as first responder in a thread.

Re: O2 Customer service

Anonymous — Sat, 09 Mar 2013 12:21:14 GMT

Nice one jonsie,