topic over an hour on hold! in Discussions & Feedback

over an hour on hold!

Anonymous — Mon, 11 Jan 2010 14:49:59 GMT

Is anyone working at O2 today!!!

over an hour on hold!

perksie — Mon, 11 Jan 2010 14:56:44 GMT

Take a look at the home page announcement, with the bad weather CS will now be up to their ears with calls.

Normally they answer quite quickly, but these are not normal conditions.

Hopefully now the weather is easing call waiting times will fall.

http://shop.o2.co.uk/update/customerservice.html

over an hour on hold!

Anonymous — Mon, 11 Jan 2010 23:50:00 GMT

Bad weather or is it because O2's customer service is slipping back? My experience has not been good lately, December wasn't cold but the service was appalling.

over an hour on hold!

Anonymous — Tue, 12 Jan 2010 01:24:07 GMT

No it's because of the weather.
Staff haven't been able to get in to work, about 20 people managed to get in on Tuesday. Then some couldn't get in for the rest of the week.

over an hour on hold!

Anonymous — Tue, 12 Jan 2010 10:02:04 GMT

Bad weather or is it because O2's customer service is slipping back? My experience has not been good lately, December wasn't cold but the service was appalling.

In your experience, not really a basis for the whole CSA team is it?

Oh and December not cold? It snowed here for most of December!

over an hour on hold!

Anonymous — Tue, 12 Jan 2010 10:43:52 GMT

I had to phone them yesterday over a change of tariff. There was a message saying there could be a delay. In the end they answered after around 12min and dealt with my enquiry quickly, pleasantly and efficiently.

over an hour on hold!

Anonymous — Tue, 12 Jan 2010 11:22:58 GMT

Bad weather or is it because O2's customer service is slipping back? My experience has not been good lately, December wasn't cold but the service was appalling.

Unless O2 were based in your area, that's one hell of a generalisation!

over an hour on hold!

Anonymous — Tue, 12 Jan 2010 21:19:50 GMT

Not a generalisation, just my experience of late.

over an hour on hold!

Anonymous — Tue, 12 Jan 2010 22:41:21 GMT

Bury was one of the worst hit areas with snow last week and it was simply too unsafe for many staff to travel. Unfortunately, the people that weren't able to get through to us last week may be trying to get through to us this week which means there are more calls than normal.

Please try and use the help pages on here and us on the forums and we can help you as best we can.

over an hour on hold!

Anonymous — Tue, 12 Jan 2010 22:52:44 GMT

Bad weather or is it because O2's customer service is slipping back? My experience has not been good lately, December wasn't cold but the service was appalling.

Unless O2 were based in your area, that's one hell of a generalisation!

o2 are based in my area.

over an hour on hold!

Anonymous — Tue, 12 Jan 2010 23:51:39 GMT

Bad weather or is it because O2's customer service is slipping back? My experience has not been good lately, December wasn't cold but the service was appalling.

Unless O2 were based in your area, that's one hell of a generalisation!

o2 are based in my area.

O2 have call centres in Bury, Preston Brook, Leeds, Glasgow, Edinburgh and possibly a few more. If there is a call centre in your area it will only be a small percentage of the overall O2 staff

over an hour on hold!

Anonymous — Wed, 13 Jan 2010 23:04:13 GMT

Bad weather or is it because O2's customer service is slipping back? My experience has not been good lately, December wasn't cold but the service was appalling.

Unless O2 were based in your area, that's one hell of a generalisation!

o2 are based in my area.

O2 have call centres in Bury, Preston Brook, Leeds, Glasgow, Edinburgh and possibly a few more. If there is a call centre in your area it will only be a small percentage of the overall O2 staff

I live in Dearne Valley. They deal with all the upgrades calls.
They also deal with half the retentions calls, they also have a large amount of the customer support team in this area too.

over an hour on hold!

Anonymous — Thu, 14 Jan 2010 00:20:43 GMT

I live in Dearne Valley. They deal with all the upgrades calls.
They also deal with half the retentions calls, they also have a large amount of the customer support team in this area too.

O2 customer service is in Death Valley thesedays. They struggle to deal with anything of importance to the customer ...and yet they still try to sell me landline broadband to add to my despair!

over an hour on hold!

Anonymous — Fri, 15 Jan 2010 16:48:01 GMT

Some unhappy people here, I have had no issues with the service, including the incidents reported over December.
Hold times are up but I called yesterday and was answered within a min or two by very helpful reps!

over an hour on hold!

jonsie — Fri, 15 Jan 2010 19:26:46 GMT

No complaints here either. Rang them yesterday for clarification over an upgrade and was on hold for 3 minutes. No complaint over the standard of service I received either.

over an hour on hold!

Anonymous — Fri, 15 Jan 2010 21:07:51 GMT

Difference, you wanted to give them money. Not ask them to solve a problem

over an hour on hold!

perksie — Fri, 15 Jan 2010 21:43:02 GMT

Most of us have asked for help with problems and been satisfied with the outcome.

I appreciate that things don't always run smoothly but O2 CS have a good reputation.

over an hour on hold!

Anonymous — Sat, 16 Jan 2010 01:11:27 GMT

O2 customer services are now back to work judging by the sanctimonious comments that are now being posted on this heavily moderated & clumsy, employee-led forum.

I phoned "Customer Services" earlier this evening and only got cut off once, so I guess things are improving as Britain emerges from the frozen wasteland it apparently was two days ago.

I hope you really do record & use calls for "training purposes", service is not good these days guys.

over an hour on hold!

Anonymous — Sun, 17 Jan 2010 11:15:06 GMT

O2 customer services are now back to work judging by the sanctimonious comments that are now being posted on this heavily moderated & clumsy, employee-led forum.
I phoned "Customer Services" earlier this evening and only got cut off once, so I guess things are improving as Britain emerges from the frozen wasteland it apparently was two days ago.
I hope you really do record & use calls for "training purposes", service is not good these days guys.

Just wondering where your evidence is to suggest these forums are heavily moderated and employee led?
The discussions are led by customers and there are employees who contribute... but remember, employees are customers too, they use O2 products and services and are subject to the same conditions as everyone else.

over an hour on hold!

jonsie — Sun, 17 Jan 2010 13:22:33 GMT

O2 customer services are now back to work judging by the sanctimonious comments that are now being posted on this heavily moderated & clumsy, employee-led forum.

This is a customer forum where all customers try to help each other. I speak as I find as I have had no problem whatsoever with customer service. Any O2 staff who post on here do it in an unofficial capacity and without prejudice and are a source of excellent advice. Whilst I sympathise with your customer service experience, it is not fair to target every customer service agent. Like everything else in life, nothings perfect and it is possible to have a bad experience. But overall, the customer service is good (in my opinion).