topic Re: Customer Loyalty in Discussions & Feedback

Customer Loyalty

Anonymous — Fri, 31 Jan 2014 14:22:34 GMT

Just a quick thing if your reading 02, your customer loyalty scheme is pretty non existent. I have been with O2 for over 10 years and have received absolutely nothing if return. I have been reasonably happy until recently, the customer service has become very shoddy , no one ever answers the phone, the web chat people do not understand my questions. Yet I can't leave because I'm locked into a contract. I recently lost a phone and received no help whatsoever, I was simply told I could buy a new one. Please have a long hard look at how you treat your long term customers if you want any repeat business from anyone in the future. Also, no email address for complains?! Bit of a joke to be honest.

Re: Customer Loyalty

Anonymous — Fri, 31 Jan 2014 14:27:39 GMT

Hi.

Loyalty does not exist anymore I'm afraid.

So you lost your phone. Any insurance through 02 or home insurance or via a bank account !

You do get something back for your money. Signal and network service.

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

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

Online live chat are non uk outsourced call centres who are generally ok for non account low level enquiries. We suggest contacting O2 on 202 for contracts customers and 4445 for payg.

Keep pressing 0 I think it is when you call them.

Re: Customer Loyalty

gemz4the1 — Fri, 31 Jan 2014 14:26:44 GMT

HI Hrm90310.

Welcome to the community.

I am sorry that you are not happy with O2 lately.

I agree with you about O2, however I personally think that it is the same with most companies. Customer loyalty is not of importance to many companies anymore. Their aim is to hit tartgets rather than having good customer service.

Have you ever made a complaint to O2 and explaining how unhappy you are?

Re: Customer Loyalty

Anonymous — Fri, 31 Jan 2014 14:42:19 GMT

Customer loyalty should be important to these companies but unfortunately they are all so big now they don't care if they lose you sad but true

Re: Customer Loyalty

Anonymous — Fri, 31 Jan 2014 17:25:21 GMT

I agree. I have wasted three hours trying to talk to 02 regarding my account.
Finally, I did talk to someone.
But, I've now decided to bite the bullet, pay the £430 - just to leave them and move to someone with better customer service.

Re: Customer Loyalty

Anonymous — Fri, 31 Jan 2014 17:27:38 GMT

Good on you

Re: Customer Loyalty

MI5 — Fri, 31 Jan 2014 17:29:04 GMT

@Anonymous wrote:
But, I've now decided to bite the bullet, pay the £430 - just to leave them and move to someone with better customer service.

That's one hell of an expensive principle to uphold !!

Re: Customer Loyalty

Bambino — Fri, 31 Jan 2014 17:32:02 GMT

@MI5 wrote:
@Anonymous wrote:
But, I've now decided to bite the bullet, pay the £430 - just to leave them and move to someone with better customer service.
That's one hell of an expensive principle to uphold !!

And the network you've found with better customer service is......?

Re: Customer Loyalty

MI5 — Fri, 31 Jan 2014 17:33:15 GMT

No sniggering when we get the answer chaps

Re: Customer Loyalty

Anonymous — Fri, 31 Jan 2014 17:34:19 GMT

Let's hope the alternative network does give good service , signal and don't raise their prices and answer the phone quickly.

I'd suggest you check other network forums and you may find a similar pattern !!

Re: Customer Loyalty

Bambino — Fri, 31 Jan 2014 17:42:08 GMT

£430 to find out that customer service is no different on any network. Smart.

Re: Customer Loyalty

perksie — Fri, 31 Jan 2014 17:46:11 GMT

@Anonymous wrote:
I recently lost a phone and received no help whatsoever, I was simply told I could buy a new one.

You're asking rather a lot if you didn't have the phone insured, there's nothing they or any other company could have done.

Re: Customer Loyalty

Anonymous — Fri, 31 Jan 2014 17:45:20 GMT

You could have picked up a very decent phone for that amount of cash.

Re: Customer Loyalty

Anonymous — Fri, 31 Jan 2014 18:03:30 GMT

@Anonymous wrote:
I agree. I have wasted three hours trying to talk to 02 regarding my account.
Finally, I did talk to someone.
But, I've now decided to bite the bullet, pay the £430 - just to leave them and move to someone with better customer service.

O2 statistically have the highest customer service satisfaction and least complaints to the regulator ofcom, and have had for a number of years. But don't let that put you off leaving for another phone network in the hope that they are better for you.

Re: Customer Loyalty

MI5 — Fri, 31 Jan 2014 18:05:36 GMT

@Anonymous wrote:
Let's hope the alternative network does give good service , signal and don't raise their prices and answer the phone quickly.

I'd suggest you check other network forums and you may find a similar pattern !!

You forgot "gives out free phones"

Re: Customer Loyalty

Anonymous — Fri, 31 Jan 2014 18:06:44 GMT

@Anonymous wrote:
Just a quick thing if your reading 02, your customer loyalty scheme is pretty non existent. I have been with O2 for over 10 years and have received absolutely nothing if return. I have been reasonably happy until recently, the customer service has become very shoddy , no one ever answers the phone, the web chat people do not understand my questions. Yet I can't leave because I'm locked into a contract. I recently lost a phone and received no help whatsoever, I was simply told I could buy a new one. Please have a long hard look at how you treat your long term customers if you want any repeat business from anyone in the future. Also, no email address for complains?! Bit of a joke to be honest.

Reading between the lines here, correct me if I'm wrong:

- You have a contract with O2 for a handset

- You decided not to insure the phone

- You lost the phone

- O2 didn't just hand you a free phone out of the goodness of their heart

- You think they should have, just because you've been with them so long

If I'm right, then O2 refused to hand you a new £400-£600 handset because you could have avoided the situation had you insured the phone. The fact you didn't, was your choice and yours alone. You took a gamble, and it backfired.

Re: Customer Loyalty

Anonymous — Fri, 31 Jan 2014 19:13:03 GMT

Sorry to piggy back on this thread, but the site will not allow me to select a board to post to.

Trying to contact O2 disconnection team, a recorded message has told me "there is a queue of more than an hour to get through to an advisor. Please try again another day" I wonder why. Seriously O2 are becoming a shocking company.

This is on top of a complaint which has not been responded to in the allotted time. In 18 months of complaint only once have I received a response, who asked me to put it all in writing. Again. Guess what........ Nothing.

Re: Customer Loyalty

Anonymous — Fri, 31 Jan 2014 19:22:37 GMT

@Anonymous wrote:
Sorry to piggy back on this thread, but the site will not allow me to select a board to post to.

Trying to contact O2 disconnection team, a recorded message has told me "there is a queue of more than an hour to get through to an advisor. Please try again another day" I wonder why. Seriously O2 are becoming a shocking company.

This is on top of a complaint which has not been responded to in the allotted time. In 18 months of complaint only once have I received a response, who asked me to put it all in writing. Again. Guess what........ Nothing.

O2's live chat can handle diconnections too, without the wait times. If you've sent a complaint off 18 months ago and had no response, you should go to Ofcom with it.

Re: Customer Loyalty

MI5 — Fri, 31 Jan 2014 19:29:31 GMT

I think there is more than 1 complaint been talked about ?

Re: Customer Loyalty

Anonymous — Fri, 31 Jan 2014 19:33:48 GMT

Funny that, I have who, advised me to put things in writing to O2, I did that..... no response. The live chat is offline.