topic Re: poor delivery and customer service in Discussions & Feedback

poor delivery and customer service

Anonymous — Thu, 22 Jan 2015 12:27:36 GMT

hi every one
im new to all of this but is it normal for o2 not to deliver the item after three days and then after a number of live chats with various staff and so called managers to be told its your problem to sort out chase it up with the distributors
is it just me but if o2 say next day delivery if you place your order before 5pm then it should arrive and if not and as a customer we complain should they not take responsibility and make arrangements for the phone to be delivered asap
not tell the customer we have to wait 24hrs to find out
o2 should be ashamed of the arrogant and bullish attitude they have with customers
they will be chasing me if i did not pay my bill on time
rant over but still no phone and no help from o2
day three and waiting

Re: poor delivery and customer service

jonsie — Thu, 22 Jan 2015 12:31:31 GMT

Irrespective of what you are told it is the responsibility of O2 to get the phone delivered. They are using a 3rd party to get the phone delivered and they need to chase it up, not you.

Re: poor delivery and customer service

Cleoriff — Thu, 22 Jan 2015 12:38:14 GMT

We have had many posts on here recently all with similar stories. Until you get the item you ordered, it is as jonsie says, the responsibility of O2.

Many people have been advised by CS to contact the courier (usually UK mail)...It is O2's job to do that on your behalf...

Re: poor delivery and customer service

Bambino — Thu, 22 Jan 2015 12:43:07 GMT

If you have transcripts of the Live Chats that support what you have stated, you have very strong grounds for lodging a complaint. If you don't have them and know the date and time you had these chats you can probably ask for them to be sent to you. You can then use the link on 'How to Complain' at the bottom of this page, or the link in @jonsie's signature.

Re: poor delivery and customer service

Anonymous — Thu, 22 Jan 2015 12:47:57 GMT

i have all the transcripts copied and as for customer complaints they were the ones also who told me to chase it up my self or wait 24hr for them to do it and still no phone for three days now
ive never known anything like it

Re: poor delivery and customer service

Anonymous — Thu, 22 Jan 2015 13:00:01 GMT

Audit trails are always good if you need to follow up with a complaint about anything.

Re: poor delivery and customer service

Cleoriff — Thu, 22 Jan 2015 13:03:28 GMT

@Anonymous wrote:
i have all the transcripts copied and as for customer complaints they were the ones also who told me to chase it up my self or wait 24hr for them to do it and still no phone for three days now
ive never known anything like it

Appalling. Seems they are expecting you to do the job they are paid to do...:smileysad:

Re: poor delivery and customer service

Anonymous — Thu, 22 Jan 2015 13:09:52 GMT

I concur with the other members thoughts on this experience your having. Possibly the O2 agent thinks you may get a faster turn around if you make the call ,maybe.

An alternative is to cancel the online order and wait a couple of days for the cancellation to update on o2's systems and then re upgrade / order in the O2 high street shop if convenient, and walk out with the item

This wouldn't I expect affect any subsequent complaint you may make.

Re: poor delivery and customer service

Bambino — Thu, 22 Jan 2015 13:20:16 GMT

@Anonymous wrote:
i have all the transcripts copied and as for customer complaints they were the ones also who told me to chase it up my self or wait 24hr for them to do it and still no phone for three days now
ive never known anything like it

For O2 to tell you that it's your responsibility to chase up the order is absurd. If O2 isn't the only network that's good for your purposes, if I were you I would cancel the order and go to another provider.

Re: poor delivery and customer service

Anonymous — Thu, 22 Jan 2015 16:06:32 GMT

This is what they are paid to do so why aren't they doing it?

Re: poor delivery and customer service

Anonymous — Thu, 22 Jan 2015 20:33:57 GMT

Your contract is with o2 not uk mail.

O2 are the customer of uk mail not you.

Therefore it is o2's responsibility to resolve.