topic Re: What planet are O2 Online Advisors on? in Discussions & Feedback

What planet are O2 Online Advisors on?

Anonymous — Sat, 19 Jan 2013 09:58:31 GMT

Me: Hi, I'd like to change my payment details please. I have tried to do it online, but I received an error message.

O2: Sure. I'll be happy to help you with that. (O2's standard scripted response)

So, I went through the security check etc...

O2: Could you please give me the date of your direct debit?

Me: The 2nd of each month I think. This will be my first bill so I am not sure.

O2: OK, no problem. Please give me a few minutes while I check for you.

So, a few minutes later:

O2: Hi __________, I have now changed the date for your direct debit.

Me: I DID NOT ASK YOU TO CHANGE THE DATE OF MY DIRECT DEBIT. I ASKED IF I COULD CHANGE MY PAYMENT DETAILS.

O2: Log in to your account, enter your PIN number, and you can change your payment details that way.

Me: I HAVE ALREADY TRIED THAT. CAN YOU READ WHAT I SAID AT THE BEGINNING OF THIS CHAT? I AM UNABLE TO CHANGE MY PAYMENT DETAILS ON THE O2 WEBSITE, WHICH IS WHY I AM NOW SPEAKING WITH YOU!

O2: You can call O2 customer services on 202 from your mobile phone or 0844 809 0202 from a landline.

I then ended the chat before I started swearing.

Honestly, FOR THE LOVE OF GOD O2, PLEEEEEAAAASSSE EMPLOY SOME ONLINE ADVISORS WHO CAN UNDERSTAND WHAT WE ARE TALKING ABOUT!!!

Re: What planet are O2 Online Advisors on?

Anonymous — Sat, 19 Jan 2013 12:05:29 GMT

Using capital letters means you are shouting, so calm down a little & phone cs on 202 as you will get a different advisor & a better response there

Re: What planet are O2 Online Advisors on?

process — Mon, 21 Jan 2013 13:06:40 GMT

I am with the original poster, that has been my experience, stock reply without first being fully understood by the advisor.

Re: What planet are O2 Online Advisors on?

perksie — Mon, 21 Jan 2013 13:07:00 GMT

@process wrote:
I am with the original poster, that has been my experience, stock reply without first being fully understood by the advisor.

Not in here please, it makes the forum a bit messy!

Re: What planet are O2 Online Advisors on?

process — Sat, 19 Jan 2013 16:47:10 GMT

im sure there will be an advisor, only with a "i can help you with that" response should that happen...ha ha

Re: What planet are O2 Online Advisors on?

Anonymous — Sat, 19 Jan 2013 18:00:31 GMT

Don't forget that it is their second language and to answer queries quickly, some of the responses will be scripted. That said, it is one of the poorest responses I've seen and across 02, T-Mobiles and Vodafones web chat I've seen some bad ones.

Its the company that's to blame for paying someone peanuts to answer customers in a foreign language and not the advisors fault.

Re: What planet are O2 Online Advisors on?

Anonymous — Wed, 29 May 2013 07:40:55 GMT

I believe the advisors should be people who have English as their first language. This country has worrying levels of unemployment so why not give people in Britain the jo?

Re: What planet are O2 Online Advisors on?

jonsie — Wed, 29 May 2013 08:07:51 GMT

As with all companies, costs!

Re: What planet are O2 Online Advisors on?

Anonymous — Wed, 29 May 2013 15:12:41 GMT

Cheaper workers, job sorted

Re: What planet are O2 Online Advisors on?

perksie — Wed, 29 May 2013 15:17:29 GMT

@Anonymous wrote:
Cheaper workers, job sorted

If only it were that simple!

Re: What planet are O2 Online Advisors on?

Liquid — Wed, 29 May 2013 15:28:59 GMT

Lets be fair though the majority of people with English as their first language are considerably worse at communicating.

Re: What planet are O2 Online Advisors on?

Anonymous — Wed, 29 May 2013 16:22:46 GMT

A subject we've touched on before.

Re: What planet are O2 Online Advisors on?

Liquid — Wed, 29 May 2013 16:34:14 GMT

Am I doing it again?:( honestly I'm not just doing it for the post count:D

I do agree with bringing jobs back into the uk unfortunatly our employment regulations means it saves too much money to hire outsiders regardless of their ability. I imagine there's a fair few people these days who'd settle for working sub minimum wage just to have a job.

I'd happily do it myself on a pay per happy ending variety (put your dirty mind away!).

Re: What planet are O2 Online Advisors on?

perksie — Wed, 29 May 2013 16:36:53 GMT

Whatever floats your boat!

Re: What planet are O2 Online Advisors on?

Liquid — Wed, 29 May 2013 16:40:28 GMT

It would have to be quantity to make a profit in that version

Re: What planet are O2 Online Advisors on?

Anonymous — Wed, 29 May 2013 16:42:05 GMT

Another example of o2 and their useless live chat when are they going to sort this out

Re: What planet are O2 Online Advisors on?

Anonymous — Wed, 29 May 2013 17:02:30 GMT

Only time I ever had a negative experience with online chat was last weekend 9see my thread in the pay monthly section), they actually LIED to me and told me they'd unlock my old Galaxy S2 as a priority because the previous request was rejected by the support team! Eh?!

When I've rung 202 though, the service has been mostly excellent, a lot better than other companies I've dealt with IMHO.

Re: What planet are O2 Online Advisors on?

Anonymous — Wed, 29 May 2013 18:25:05 GMT

They probably didn't action the request, that's technically not lying

Re: What planet are O2 Online Advisors on?

Anonymous — Wed, 29 May 2013 19:02:42 GMT

Actually, the woman I spoke to on 202 yesterday morning told me that they shouldn't have told me they'd do it as a priority because they don't do priority unlocks except on Iphones, so the advisor I spoke to on the online chat last Saturday actually did tell me a big fat fib, and that's being polite.

Re: What planet are O2 Online Advisors on?

Anonymous — Wed, 29 May 2013 19:03:45 GMT

@Anonymous wrote:
Actually, the woman I spoke to on 202 yesterday morning told me that they shouldn't have told me they'd do it as a priority because they don't do priority unlocks except on Iphones, so the advisor I spoke to on the online chat last Saturday actually did tell me a big fat fib, and that's being polite.

Its a typical thing unfortunately they don't know what they are doing