topic Re: Poor Customer service in Discussions & Feedback

Poor Customer service

Anonymous — Thu, 09 Jan 2014 22:58:09 GMT

Hello,

I would like to start a new topic regarding o2's poor customer service.

I have been having an ongoing issue regarding a faulty handset that is still under manufacturers warranty, (samsung galaxy s3)

The problem developed at the start of December and o2 have as yet failed to resolve the problem despite twice sending my handset off to Anovo uk for repair via my local o2 shop, my handset is still faulty but now has a cracked casing after first repair attempt.

After various visits to local shop & phone calls/ online chats I have been repeatedly lied to and told contrasting and wrong information.

I would like to know if this is the way o2 treat all of their customers?

Have any other o2 customers had similar problems when dealing with customer service/repairs?

As a result of my experience with o2 I will be leaving them at the earliest opportunity and advising friends and family to do the same.

Look forward to your responses.

Re: Poor Customer service

Anonymous — Thu, 09 Jan 2014 23:05:17 GMT

Sorry to hear about your issues.

O2 repairs are not recommened on here, shame you haven't had a look around other threads on that subject.

We always recommend contacting the manufacturer when phone still under warranty.

Re: Poor Customer service

Anonymous — Thu, 09 Jan 2014 23:07:47 GMT

May I ask what is wrong with the phone so I can try and help you?

Re: Poor Customer service

perksie — Thu, 09 Jan 2014 23:18:26 GMT

@Anonymous wrote:

The problem developed at the start of December and o2 have as yet failed to resolve the problem despite twice sending my handset off to Anovo uk for repair via my local o2 shop, my handset is still faulty but now has a cracked casing after first repair attempt.

If you feel the phone was damaged during repairyou should have brought it up with O2 immediately.

After 3 repairs if the same fault persists they will replace it for you, but the damage may be a problem.

Re: Poor Customer service

Anonymous — Fri, 10 Jan 2014 00:10:22 GMT

Hi,

Thanks for your replys.

Yes I now realise I would have been better off sending phone back to samsung, however that was one of o2's many lies, on 2nd return for repair staff member at shop assured me it was being sent direct to Samsung, didn't notice until I looked at my receipt, once home that it was being sent back to Anovo.

They have now stated for a third time that I am to get a replacement phone, however I am not holding my breath as I was assured it would be delivered on Monday & then Wednesday but it has not turned up on any of these days. After a lot of long calls to customer service it is now due on Saturday.

The problem with the phone is with wifi connectivity, the phone firstly lost all of the wifi passwords, then when putting them back in I get a message "authentication error occured" . This happens 9 out of 10 times, it also does not remember passwords as it used to when working.

It happens on all wireless networks. Have been through various tests/reset etc but nothing works.

Re: Poor Customer service

Anonymous — Fri, 10 Jan 2014 00:13:16 GMT

Have you updated the software recently?

If so, has the issue with the phone started after the update?

Re: Poor Customer service

Anonymous — Fri, 10 Jan 2014 06:32:43 GMT

Hi Marney1984 and Welcome to the Community Forum.

I hope you get your handset on Saturday as promised ,and please let us know if you do/don't.

If the worst happens and you don't then maybe escalate this further via an online complaint ,but hopefully you won't need to ,and you can get back to enjoying your phone and network service.

If it happens again with your wifi then try reset your network settings.

Settings >More >Mobile Networks >Access point names and then press menu and choose reset. Tab on the circle next to o2 Mobile Web to attain a green dot and then you need to re-boot your phone.

Also when I send anything back one of the first things I do is take several photographs of the item. If your photos are not time/date stamped then place the item on a copy of that days newspaper to prove they are current pictures.

This then lends weight to any claim of damage not done by the owner.

Re: Poor Customer service

MI5 — Fri, 10 Jan 2014 10:41:18 GMT

Sounds like the 4.3 update wifi bug.
It won't be fixed by sending it off to any repairers as it needs a firmware update.
Samsung released a small patch the other day but 4.4 is the real fix which is due by end of Feb.

Re: Poor Customer service

jonsie — Fri, 10 Jan 2014 10:50:38 GMT

Not had the update pushed out here yet but strangely enough I haven't had the unstable message for a couple of days even though Im using the same wifi spots.

Even stranger is that I only got the error message on the Note 2 and not the S3 though they have both been updated to 4.3?

Re: Poor Customer service

MI5 — Fri, 10 Jan 2014 11:18:22 GMT

It's all very strange and seems to be effecting all devices differently - It also seems that some routers fair worse than others too....

Re: Poor Customer service

Anonymous — Sat, 11 Jan 2014 08:49:35 GMT

Thanks for replys and advice.

Yes it has been updated to android 4.3 however the fault started on 4.2, have also reset wireless network settings etc.

I have complained to o2 online complaints many times and all I have received back is an automated email stating that they will be in touch within 7 days, but they never get back in touch has now been 3 weeks since my first complaint email was sent.

When complaining to shop staff about the damage to handset after first trip to the repair centre, they told me that they couldn't do anything to help me, as it could have been damaged in transit. What a helpful bunch!!

I have now been given a tracking number for replacement phone, so hopefully it will arrive today.

Once it arrives I will test on the wireless networks & re-post to let you know the outcome.

Re: Poor Customer service

Anonymous — Sat, 11 Jan 2014 08:56:52 GMT

Thank you for updating your thread.

Looking forward to hopefully a positive update when you have recieved your phone.

Fingers crossed.

Re: Poor Customer service

Anonymous — Sat, 11 Jan 2014 08:57:16 GMT

Hello

Thank you for updating your thread

Hopefully the phone will reach you today and this time it will be in satisfying working order

Looking forward to your update

Re: Poor Customer service

Anonymous — Sun, 12 Jan 2014 10:09:16 GMT

Hi,

Replacement phone arrived yesterday once set up it works fine when connecting to wifi etc, however the phone they have sent is running jelly bean 4.1.

I would like to update to 4.3 but so far have been unable to do so, when trying from the handset I get a message "The latest updates have already been installed" . So I connected to Kies but that is also not working.

Can anyone tell me how I can update?

Thanks.

Re: Poor Customer service

MI5 — Sun, 12 Jan 2014 10:15:02 GMT

02 phones can't get 4.3 yet which is a blessing tbh.

Re: Poor Customer service

jonsie — Sun, 12 Jan 2014 10:29:04 GMT

Maybe upgrade to 4.1.2 but if I had the choice now I wouldn't bother with 4.3...I would have waited for 4.4 with hindsight.

Re: Poor Customer service

Bambino — Sun, 12 Jan 2014 10:35:30 GMT

@marney1984, it sounds as if O2 have done you a favour by giving you a phone running 4.1. MI5 and Jonsie know a great deal about Samsung phones, so I would heed their advice.

Re: Poor Customer service

Anonymous — Sun, 12 Jan 2014 10:36:18 GMT

So will I be able to update to 4.4 once it's out?

Re: Poor Customer service

Anonymous — Sun, 12 Jan 2014 11:08:48 GMT

Yes you should do

Re: Poor Customer service

Anonymous — Sun, 12 Jan 2014 12:31:07 GMT

Hi marney1984

I have an S4 which is unbranded (from cpw). I upgraded if from 4.2 to 4.3 and to be honest there is very little difference.

Across the s3 range the update has had a lot of problems. I would urge you NOT to upgrade your replacement but to wait for 4.4.

of course the choice is yours but believe me there is little difference between the two for most users.