topic O2 Loss for Complete Disregard of Customers in Discussions & Feedback

O2 Loss for Complete Disregard of Customers

safridis — Tue, 13 Jun 2017 16:17:29 GMT

I called O2 to discuss the possibility of upgrading to a pay monthly tariff that matches others being offered to me so that I stay with O2 (been with O2 since 2009) rather than move.

I spent 1 Hour 5 min and 20 seconds waiting for someone to answer the call and then was told by an out of hours team that the office shut 5 minutes ago and I will have to call the next day at 10am.

Upon inquiring I was told (by Michael at the Barry Office - no, I kid you not) there is no person I can complain to at present, there was no email address that I could write to in order to complain and, this is the kicker, my only recourse was to send a snail-mail to a generic PO Box:

O2 Complaints Review Service

PO BOX 694

Winchester

SO23 5AP

http://www.o2.co.uk/how-to-complain

I was amazed at the complete lack of basic consideration shown. I mean I would be hard pressed to imagine a company with this kind of absolute disregard for its existing customers.

Needless to say, now I will be making the call tomorrow morning but in order to discontinue with O2 and move to another company. Followed by a few calls that will ensure that a few business accounts are also moved from O2.
Though I now think O2 as a company with such disregard about retaining its current customers probably will not realise the loss of a few dozen customers.

Re: O2 Loss for Complete Disregard of Customers

Anonymous — Sat, 29 Jun 2013 20:27:39 GMT

Hi,

Sorry to hear of the issues youve experienced.

Yes they do have closing times which are available from the 02 site.

Customer Services.

Opening times

Monday-Friday

08:00 - 21:00

Saturday

08:00 - 20:00

Sunday

08:00 - 18:00

They will try to match deals and as such speak to the retention teams when you ring them on 202 from your 02 mobile.

Here are some links ;

http://www.o2.co.uk/contactus

https://www.o2.co.uk/apps/help/help

http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE?New,Kb=Companion,question=ref(User):str(Mobile),CASE=13668

For your PAC

http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE?New,Kb=Companion,question=ref(User):str(Mobile),CASE=31244

If you do move Networks ensure they give you good coverage where you reside and work.

Re: O2 Loss for Complete Disregard of Customers

Toby — Mon, 01 Jul 2013 07:50:01 GMT

Thanks for the advice here bandofbrothers.

@safridis: Let me know how you're getting on with this and send me a PM if you like to have a chat about it.

Cheers, Toby