topic Re: Excellent Customer Service in Discussions & Feedback

Excellent Customer Service

Anonymous — Fri, 04 Sep 2015 10:04:05 GMT

Hi,

I recently accidentally damaged my phone while I was on holiday.

When I returned from holiday I went to the Cambridge Lion Yard O2 shop to understand the process of claiming on my insurance.

The staff of the shop were very helpful and arranged for a new sim card for an old phone to use while my old phone is being repaired.

I spoke with two members of the staff over the phone to make my claim and they were both very helpful and understanding.

The next day, my broken phone was collected and was subsequently returned within 3 working days with a replacement phone.

I would just like to say thank you for the speed, efficiency and attentiveness that was demonstrated throughout this process and I am glad that I decided to renew my contract with you.

Many thanks,

Michael Hammond

Re: Excellent Customer Service

Cleoriff — Fri, 04 Sep 2015 10:11:56 GMT

Michael, Thanks for posting about your good experience. So often people come here to criticise O2 so it is nice to get something positive. I am sure @Toby or @Anonymous will feed this back for you..:smileywink:

Re: Excellent Customer Service

Anonymous — Fri, 04 Sep 2015 10:23:32 GMT

My phone was stolen Wednesday 2nd Sept. The police were fantastic,& contacted 02 immediately. I was able to exchange the crime reference number & the IMEI number of my phone very quickly as a result. Michael?? at O2 was also fantastic. My phone was blocked immediately, my insurance verified, details of the theft taken, & a replacement phone ordered. He did advise that a SIM card was not immediately available unfortunately, but that I could attend an O2 store to pick one up if necessary ( which I did).

The replacement phone arrived at 0930 Thursday 3rd Sept & after a quick call back to Customer Services, was back up and running by 11am 🙂

Very impressed with the service. I've been with O2 for many, many years but have (thankfully) never had a phone lost or stolen, so this was the first time I have had to use them for an emergency.

My thanks to Michael for his understanding and quick processing of my call & claim. Much appreciated by me during a distressing situation.

One tiny point. Michael has sent out a new SIM card but that has yet to arrive. Without his advice to attend an 02 store ( luckily I have one fairly close by) I would still be without a working mobile, so possibly something to review by the company, particularly for situations like this one.

Regards

Sharon McLeod

Re: Excellent Customer Service

Cleoriff — Fri, 04 Sep 2015 10:40:48 GMT

Well O2 are coming in for a lot of praise today. Great to hear your story @Anonymous

Mind you, it sounds as if you were very much on the ball yourself which is also worth mentioning. So glad you are all sorted and again I have no doubt @Toby will feed this back for you. Thanks for posting

Re: Excellent Customer Service

jonsie — Fri, 04 Sep 2015 10:53:29 GMT

O2 are normally very good for insurance services as long as the correct procedures are followed. Things go wrong mainly through people not following the terms of the policy.

Well done O2 Insure

Re: Excellent Customer Service

Toby — Fri, 04 Sep 2015 13:50:10 GMT

Hi guys,

Great to hear
I shall make sure your compliments make their way to the team.

Re: Excellent Customer Service

Anonymous — Fri, 04 Sep 2015 15:40:58 GMT

Appalling customer service chat agents busy, cut off when I try to dial them and billed incorrectly. Sory to balance this out but they have still been unable to resolve even my correct name on the account despite being with them for years.

Excellent is a vast over rating of the 02 service in my opinion.

Re: Excellent Customer Service

MI5 — Fri, 04 Sep 2015 15:49:11 GMT

There is always good and bad, but mostly people only post bad so it's refreshing to see some good posted, even if your experience doesn't match it.
We do know it can be frustrating at times too

Re: Excellent Customer Service

jonsie — Fri, 04 Sep 2015 18:20:56 GMT

You need to either fax or post proof of name unfortunately