topic Re: 02 customer services is deteriorating in Discussions & Feedback

02 customer services is deteriorating

Anonymous — Tue, 28 May 2013 17:02:04 GMT

This is actually not a joke!! Today I have been holding waiting to be connected to an advisor for about 40mins altogether. Iv had to hang up because I need to do some things in the house

I have been with 02 for the past 4 years and all the tarrifs I have been offered have been ridiculously high! Iv tried negotiating with them countless times since I'm a loyal customer to see if there's anything available for long serving customers with NO SUCCESS! Their customer service is so poor, the advisors often act friendly but half the time they do not give a **bleep** about what you as a customer needs..

If anyone is thinking of joining 02! Please don't! It's crap, you will definitely regret it! Too expensive for no apparent reason.. I hate 02 with a passion, can't wait to finish my tarrif and leave them.

Re: 02 customer services is deteriorating

Anonymous — Tue, 28 May 2013 17:10:59 GMT

Loyalty perks are a thing of the past I'm afraid. There is an issue t the moment with waiting times but we haven't been told why

Re: 02 customer services is deteriorating

MI5 — Tue, 28 May 2013 17:17:26 GMT

Not a fan of O2 then

Re: 02 customer services is deteriorating

Anonymous — Tue, 28 May 2013 17:31:59 GMT

Seems that way

Re: 02 customer services is deteriorating

Anonymous — Tue, 28 May 2013 18:07:26 GMT

Wish I'd read this before embarking on my call! It's a disgrace I'm nearly at 40 mins too....do they have any advisers?

Re: 02 customer services is deteriorating

MI5 — Tue, 28 May 2013 18:11:58 GMT

From what we understand it's a call issue, rather than a queuing issue. If you hold for longer than 5 mins it's advisable to ring off and try again as the calls appear to be getting lost.....

Re: 02 customer services is deteriorating

jonsie — Tue, 28 May 2013 18:14:42 GMT

It does seem that they have a call routing problem at the moment. I don't remember there ever being this many complaints over the years.

Re: 02 customer services is deteriorating

perksie — Tue, 28 May 2013 18:17:43 GMT

I agree after reading many of the posts and O2 saying they're getting fewer calls than normal, there must be a problem with their phone systems.

If anyone gets around to reading the forums they might get to checking this out.

Re: 02 customer services is deteriorating

Anonymous — Tue, 28 May 2013 18:21:15 GMT

Ok..hung up after 50 mins. Now tring again. The music is shocking, btw!

Re: 02 customer services is deteriorating

jonsie — Tue, 28 May 2013 18:23:33 GMT

@Anonymous wrote:
Ok..hung up after 50 mins. Now tring again. The music is shocking, btw!

Agreed:smileyhappy:

Re: 02 customer services is deteriorating

Anonymous — Tue, 28 May 2013 19:17:52 GMT

I was on the phone to a guy called Mark this morning from O2 customer services, he couldn't hear me even though I was virtually shouting down the phone, and my mobile in-call volume was set to full blast! Eh?!

Re: 02 customer services is deteriorating

Anonymous — Tue, 28 May 2013 19:06:01 GMT

I have been with O2 for three years and couldn't agree more, I think the customer service is CRAP!!!

Re: 02 customer services is deteriorating

Anonymous — Tue, 28 May 2013 19:08:32 GMT

@richard Allen, he probably couldn't hear you if you were shouting at him. Maybe also a bad connection, weather not helping perhaps

Re: 02 customer services is deteriorating

perksie — Tue, 28 May 2013 19:16:56 GMT

@Anonymous wrote:
I have been with O2 for three years and couldn't agree more, I think the customer service is

When did you last speak to O2?

Re: 02 customer services is deteriorating

Anonymous — Tue, 28 May 2013 19:20:57 GMT

In that case he's even more in need of a hearing aid than I am.

Also, the reason I tend to shout when I'm on the phone, is because I am deaf, and wear a powerful digital hearing aid.

I've spoken to various people at O2 before,and usually they're quite good, but since the move to Sky, the quality of service has gone down dramatically IMO, in fact if I could get Virgin Media I'd bin Sky and get that, but I can't.

Re: 02 customer services is deteriorating

Anonymous — Tue, 28 May 2013 22:27:38 GMT

Had reason to call customer services today.

Got through on the third ring so it does seem very hit and miss as to whether you get through straight away or wait an hour.

Although I also agree that the lady I spoke to was very very angry/patronising sounding.

Anyways, my problem was sorted and issue resolved although it could have been done in a more 'custoer friendly' manner.