topic Re: Disgusting customer services in Discussions & Feedback

Disgusting customer services

Anonymous — Thu, 03 Oct 2013 10:06:07 GMT

I have now tried on 10 separate occasions to get through to close my account and move my number over.

This has been at diferent times everyday for the past 5 days. On one of the occasions, I did get through I was promised I would get a call back and this has still not happened. The launch of a new iphone is a complete load of ****. I work in business and if i told my customers "sorry we are to busy to speak to you" I would have no customers. It's an absolute disgrace...fancy that a new iphone comes out....you may get busy? Its called resource planning...its what well-run businesses do. Funnily enough the chap who pormised to call back said that "its like this every time we have an iphone launch" - so there you go, no suprise eh? How about this for a mad idea....have a dedicated number for saddo new iphone customers and one for the tens of thousand of other customers who still pay you money? Profiteering at its worst.

O2 you are a disgrace

Re: Disgusting customer services

Anonymous — Wed, 25 Sep 2013 18:59:33 GMT

Good Evening bhoogenberg ,

I'm sorry to see your first post is to highlight your recent experience regards o2 customer Service.

You can obtain a PAC Code via Live Chat here ;

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

Supplying the PAC Code within 30 days to an alternative Network will close your o2 account.

You will then recieve a final bill which will then be followed by a zero bill.

Take care.

Re: Disgusting customer services

Anonymous — Wed, 25 Sep 2013 19:00:52 GMT

actually, its not a PAC code i was after - I wanted to transfer to another O2 account.

Why can you just not resource your business correctly?

Re: Disgusting customer services

Anonymous — Wed, 25 Sep 2013 19:13:02 GMT

@Anonymous wrote:
actually, its not a PAC code i was after - I wanted to transfer to another O2 account.

Why can you just not resource your business correctly?

Good evening again,

Friend I'm a customer like you

I would suggest you persevere with ringing them on 202 or perhaps e mail them asking for assistance.

They wont normally be able to action something like this through the e mail but you can request a call back {again :smileysad:}

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

Hope all goes well.

Re: Disgusting customer services

Anonymous — Sun, 29 Sep 2013 02:27:45 GMT

I'm in the same boat! I also thought it was odd that the phone lines are jam packed... As you said, pre-planning.

I thought he said he'd ring me back, when I questioned this he said no just stay on the line. So I was put on hold for another 5mins and then my problem was sorted. (Well, it's still a few days later and I still don't think the account is cancelled, but just ask to be put on hold instead of them ringing you back). P.S I don't think the other guy who commented is a customer 😛

Re: Disgusting customer services

Anonymous — Sun, 29 Sep 2013 07:23:53 GMT

@Anonymous wrote:
I'm in the same boat! I also thought it was odd that the phone lines are jam packed... As you said, pre-planning.

I thought he said he'd ring me back, when I questioned this he said no just stay on the line. So I was put on hold for another 5mins and then my problem was sorted. (Well, it's still a few days later and I still don't think the account is cancelled, but just ask to be put on hold instead of them ringing you back). P.S I don't think the other guy who commented is a customer 😛

Correct Sarah,

We are here to offer assistance when we can.

Re: Disgusting customer services

Toby — Sun, 29 Sep 2013 15:56:02 GMT

Hi bhoogenberg,

Sorry to hear you're having trouble with this. Feel free to send me a private message and I'll see I can help you out.

Re: Disgusting customer services

Anonymous — Tue, 01 Oct 2013 19:37:11 GMT

I have had the same experience - I've been trying to get a PAC code for three days now and can't get through and there's no facility on the website to do so. It's very much as if the minute you press the option that ' you wish to leave O2' that you are put on an infitie loop!

I would advise anyone thinking of moving to O2 to consider the experience of those who wish to leave O2 - I'm really disappointed with customer service or total lack of it!

I'll try again tomorrow - there's nothing like being left as last in the queue to make my blood boil!

Re: Disgusting customer services

jonsie — Tue, 01 Oct 2013 19:41:01 GMT

Have you tried the webchat option? They should be able to issue your PAC. Or perhaps try ringing early morning when the lines are less busy. Try not selecting the option to leave and just keep pressing the zero key.

Re: Disgusting customer services

Anonymous — Thu, 03 Oct 2013 08:07:04 GMT

i have also tried contacting o2 to inform them i will not be renewing my contract in November, giving them the months notice as requested, i have tried from 0800 in the morning until 2000 in the evening with the same result they are busy and unable to take my call. i will today go into one of theirs stores and tell them there, if they refuse and insist i ring in then i am going to stand outside the store and advise the customers of the poor service they are providing, your customer service does not exist.

Re: Disgusting customer services

Anonymous — Thu, 03 Oct 2013 08:14:12 GMT

Hi Fordy

If you send a private message to Toby who is an o2 Site Employee he will do his best to sort you out.

The store I believe won't be able to close your account. They would I suppose let you use their store phone

Or you could send your cancellation in writing preferably by recorded post.

Re: Disgusting customer services

Anonymous — Thu, 03 Oct 2013 13:32:09 GMT

This is typical of O2 service standards

Had virtually no coverage today - keep having to get in my car and drive about a mile away to check for messages etc.

Had sagas with getting thru' to them and being on hold for ages etc.

This is what their website coverage checker says as of 14.25:

Sorry we're currently investigating reports that a phone mast in this area isn't working.

This means you might experience problems making calls, using the internet, or sending / receiving emails in this area.

Updated 13:00 (refreshed hourly). Recent faults might not show yet.

Normal coverage for Voice, text and email (2G)
Making calls, sending texts, using email on your phone.
Good indoors and outdoors.

So it's refreshed hourly is it? 13.00 - it's 14.26 now.

I'm done with them - catalogue of epic failures at every level from coverage right down to apathetic, poorly trained customer service staff.

Vodafone here I come - 14 November is my O2 contract end date.... 41 days - 10 hours and a few minutes...roll on!

Re: Disgusting customer services

perksie — Thu, 03 Oct 2013 13:36:22 GMT

@Anonymous wrote:
Had virtually no coverage today - keep having to get in my car and drive about a mile away to check for messages etc.

You know from the service status page there is a mast problem near where you live, so they will be working on it.

Re: Disgusting customer services

MI5 — Thu, 03 Oct 2013 13:37:30 GMT

I didn't reply as I guessed it was rhetorical.......?

Re: Disgusting customer services

Anonymous — Thu, 03 Oct 2013 13:40:45 GMT

Your point being what exactly? How does this explain O2 crap service?