topic Re: Website feedback in Discussions & Feedback

Website feedback

Anonymous — Fri, 01 May 2015 16:44:14 GMT

I hope this is the right place to pass feedback on to the web / back office team because I'm rapidly losing patience with O2.

The long running problem I have is with my username. Every single time I login, the website prompts me to use my email address instead. Well I'd love to, but after years of trying, and dozens of email and phone conversations with O2 I've pretty much given up. It seems my email address is somehow linked to an inactive account, and they have no way to actually link my email address to my account.

It's annoying as I can't receive email notices or bills, and doubly annoying because the website reminds me of this every single time I login.

And recently the website changes to monthly device bill management is a nightmare. I have to submit expenses to claim my phone bill back, so I need to download a PDF version of the bill. That is totally and utterly buried now. The functionality is still there, but you have to hunt through a bunch of pages to find a link, there is no clear or intuitive way to find PDF receipts for bills or PDF receipts for your device plan.

All in all, it's very haphazard, I've been a customer for a long time but this is definitely putting me off O2.

Ross

Re: Website feedback

Cleoriff — Fri, 01 May 2015 16:50:22 GMT

@AnonymousThis is actually a customer to customer forum so though we can hear your complaint and concerns there is nothing we can do about it unfortunately. You need to speak to CS

http://www.o2.co.uk/contactus or make a complaint via this route http://www.o2.co.uk/how-to-complain

Re: Website feedback

Cleoriff — Fri, 01 May 2015 16:52:53 GMT

Just to add...there have been numerous complaints about the billing section on My O2. These complaints are being fed back to the web team in the hope the whole section is made much easier to access and use..

Re: Website feedback

Anonymous — Fri, 01 May 2015 18:12:14 GMT

Having developed some e-commerce websites myself I always find it hard to believe when a company says 'oh we can't change that' or 'we have no way of doing this' - they invariably do, if not their backend systems have been very poorly designed - I suspect the real reason is they can't be bothered!

Re: Website feedback

Anonymous — Sat, 02 May 2015 10:53:10 GMT

hi @Anonymous

I know you have called customer services before but it can be done.

All they have to do is replace email address on the old account by something else as the system will not allow the email to be deleted but it allows editing ( I usually add a number or change .co.uk for .com) That way the email address will be free to be used on the new account. Hope this helps

Re: Website feedback

jonsie — Sat, 02 May 2015 11:13:00 GMT

System say no....what can a customer do....?

Re: Website feedback

Anonymous — Sat, 02 May 2015 11:44:15 GMT

Computer says no, what can the customer do if this doesn't happen for them

Re: Website feedback

Anonymous — Sat, 02 May 2015 12:32:30 GMT

Ask for a Manager

Re: Website feedback

jonsie — Sat, 02 May 2015 12:39:54 GMT

@Anonymous wrote:
Ask for a Manager

Like speaking to the Pope ....

Re: Website feedback

perksie — Sat, 02 May 2015 12:59:10 GMT

@jonsie wrote:
@Anonymous wrote:
Ask for a Manager
Like speaking to the Pope ....

I heard of someone getting through to a manager once, was some years ago though..........

Re: Website feedback

Cleoriff — Sat, 02 May 2015 13:09:57 GMT

@perksie wrote:

I heard of someone getting through to a manager once, was some years ago though..........

I hope it was recorded somewhere...for posterity and all that

Re: Website feedback

jonsie — Sat, 02 May 2015 13:14:08 GMT

Managers are simply the next team member willing to take a call....been there and done that, not just O2 but also at RBS. Lost count of the number of times I've been a Manager.....

Re: Website feedback

Anonymous — Sat, 02 May 2015 13:32:42 GMT

@jonsie wrote:
System say no....what can a customer do....?

Can't answer that one @jonsie but as a Community Co-ordinator responded in a previous case of customer outrage(http://community.o2.co.uk/t5/Discussions-Feedback/How-shocking-are-o2/m-p/873828#M64151) perhaps O2 could arrange a recorded message on the CS line to assure the increasing number of disenchanted O2 customers that they are "Sorry to hear you're happy [SIC] and you're welcome to discuss your issue on the community".

Re: Website feedback

jonsie — Sat, 02 May 2015 13:35:51 GMT

@Anonymous wrote:
@jonsie wrote:
System say no....what can a customer do....?
Can't answer that one @jonsie but as a Community Co-ordinator responded in a previous case of customer outrage(http://community.o2.co.uk/t5/Discussions-Feedback/How-shocking-are-o2/m-p/873828#M64151) perhaps O2 could arrange a recorded message on the CS line to assure the increasing number of disenchanted O2 customers that they are "Sorry to hear you're happy [SIC] and you're welcome to discuss your issue on the community".

Happy...? God forbid!