topic Re: 'Customer service' in store in Discussions & Feedback

'Customer service' in store

Anonymous — Sat, 31 May 2014 16:52:25 GMT

I called into an o2 store today to get some help with an issue I've been having with my iphone. On walking into the store I saw 3 staff members slouching against the phones on display, they were quick to ask if they could help but sadly that's where the compliments end.

I explained the problem as the staff member was already working on my phone (doing what I'm not sure as I hadn't explained the problem fully) When I finished he said 'I'll reset something, if that doesn't work then I can't help' It didn't work, he handed back the phone and gave a quick 'sorry' before disappearing back into conversation with another staff member.

When home, I contacted your online help and was sent some settings to try. I'm not technically minded but I easily changed what needed changed and amazingly my phone now works!

Really really disappointed with the lack of customer service shown to me instore

Re: 'Customer service' in store

Anonymous — Sat, 31 May 2014 16:56:06 GMT

Hi and welcome.

Not good service and I'm sorry to hear of your experience.

I'm also glad you managed to resolve it by live chat.

Let's hope they do better in the shop.

Re: 'Customer service' in store

Anonymous — Sat, 31 May 2014 18:26:02 GMT

Yes I went into my local store to buy a USB 3G dongle a few months ago. There were 2 assistants with customers and another two standing behind the till chatting. I walked up to the till and stood waiting for some sort of acknowledgement, to my surprise they just totally ignored me. Sensing that perhaps one might be a trainee with the other explaining something I wandered to the nearest display stand and fiddled with the phones whilst expecting that someone would approach me. I finally exploded when one of the assistants walked straight to the door and greeted a customer who had just walked in. At this point she produced a clipboard and told me that I had to book an appointment as they were busy. This being the case would it have not been polite to explain this when I walked into the shop in the first place. As an O2 Business Customer for many years I am not all impressed with the general level of customer service in the Shops and can usually get better advice and service from one of the competitors (mutiple outlets who also sell O2) just across the street.

Re: 'Customer service' in store

Anonymous — Sat, 31 May 2014 18:30:09 GMT

I have been greeted at the front of an O2 store from an employee with said clipboard when they have been busy and granted the shop was rammed.

As you explain the experience this is clearly not how O2 want to portray their business. I wonder if it was a franchised shop ~ although that shouldn't make any difference. It's a retail outlet. Customer Service has to be paramount.

I would have spoken to the store manager to highlight my experience.

Re: 'Customer service' in store

davethorp — Sat, 31 May 2014 19:49:53 GMT

Sadly most mobile phone stores are more interested in sales rather than customer service. I went in to an O2 store today after picking up a nano sim for my iPad to confirm that 3 had unlocked it. O2's website will happily give me one without the need to top up (probably partially because with O2 you can sign up for the data service on the iPad). The store refused to give me one unless I topped it up.

Given O2's costs have dropped 5.1% and yet they've "had" to increase their pricing you would think they could spare a sim card or two

Re: 'Customer service' in store

Anonymous — Sat, 31 May 2014 19:52:05 GMT

I've picked up SIM cards from £1 shops in the past !

Beats topping up with £10.

Or I just order one free online from O2.

Re: 'Customer service' in store

davethorp — Sat, 31 May 2014 20:04:01 GMT

I've ordered one online for free from O2 and Vodafone's websites but still waiting on them. Was passing the O2 shop today so thought I would just pick one up there to save waiting but apparently not

Not in a major rush as it's just to confirm my iPad is unlocked. 3 sent very mixed messages with an email saying it was unlocked, then another saying they couldn't unlock it and then a third saying it was unlocked so I just want to make sure.

Re: 'Customer service' in store

Anonymous — Sat, 31 May 2014 21:50:56 GMT

I am somewhat amazed that you have to book an appointment in an o2 store otherwise they won't assist you. I have been in my local o2 store several times in the last 3 years and always been greeted and had that initial discussion. Never had to make an appointment.

Re: 'Customer service' in store

viridis — Sat, 31 May 2014 23:06:47 GMT

I went in once and had to book an appointment, not a problem as you could see they were really busy. if, however, they were lounging around doing sod all like in the OP's case, hell no, i'm going elsewhere.

Re: 'Customer service' in store

Cleoriff — Sun, 01 Jun 2014 10:35:39 GMT

Personally I wouldn't give you thanks for the staff in my local O2 store.

All young kids, who seem to think you are a 'bit of a div' if you have a very limited knowledge base of all things smartphone....(which I have)

I would rather come onto the forums and ask for advice. Its usually better and well explained/informed.

I can do without being patronised, is the way I feel...

Re: 'Customer service' in store

Anonymous — Sun, 01 Jun 2014 23:02:09 GMT

I've experienced the same. Once before I became an o2 customer I went into store as I wanted to buy a broadband offer I saw online, but had problems with ordering on the website and I wanted some help. What I experienced was the worst costumer service I've ever experienced from a phone company.

The deal was something like free landline charges for the first 6 months, pay only for the broadband itself, or whatever it was (this was a while back) so I went into the store to explain the offer I'd seen and that I wanted that offer. With the most condescending way possible the two guys in the store explained to me, like they would to a 5 year old, that its impossible to get a broadband connection without a landline "cause thats how the internet works". As if I dont know that. Dont know how many times I tried explaining that this was actually what was being offered. I walked out of there incredibly annoyed and got a broadband connection from BT.

They really need to train their store staff better.

Re: 'Customer service' in store

Toby — Mon, 02 Jun 2014 08:32:49 GMT

Hi guys,

Sorry to hear that some of you had issues at the stores you visited. I am happy to pass on your thoughts, so please send me a private message if you'd like

Re: 'Customer service' in store

Cleoriff — Mon, 02 Jun 2014 08:49:21 GMT

@Toby wrote:
Hi guys,

Sorry to hear that some of you had issues at the stores you visited. I am happy to pass on your thoughts, so please send me a private message if you'd like

As I haven't been in my store for the last 6/12 @Toby I won't be sending a PM. The staff seem to change with alarming frequency, so they may be a better bunch now.

I ask any technical questions on the forums...so am perfectly happy with the advice and support I get.

It is a sad state of affairs that we can communicate well in a 'virtual world'...but some people don't appear to

have those skills transferred into the real world