topic Re: O2's rubbish service is becoming legendary... in Discussions & Feedback

O2's rubbish service is becoming legendary...

Anonymous — Fri, 04 Mar 2016 08:25:57 GMT

So I get this phone call from an 02 call centre. On Monday

The usual "are you happy" . and, Does anyone else in the house want to upgrade.

So I said yes, my partner does. Someone took all the details, and because he got the birthday date wrong, the order fell through. No word from 02, just cancell the order.

So my partner calls 02, because nothing is happening. Gets told the first order is cancelled. Would she like to try again. Yes, says she. Ever hopeful. Gerts on the line to a girl with a speed speaking problem...

Now, three days later, a text message to the land line phone that was unintelligable, and still no phone has arrived. And again, no word from 02 as to what's happening - or not happening.

Called 02, "Where's my phone?"

It will be there tonight between 6 and 10pm - It wasn't.

I can log in to the new phone account, and see the new number, and the contract COST.... very nice. BUT...

It's now Friday - one week since this nonsense was started, and my partner still has no new phone.

It's looking very much like something out of a Monty Python sketch.

Do you people seriously do business this way?

Re: O2's rubbish service is becoming legendary...

Cleoriff — Fri, 04 Mar 2016 08:01:33 GMT

Hi @Anonymous This is a customer to customer forum so no-one from O2 will see your post here. You need to get on the phone to customer services this morning and ask about the order. Don't use live chat as they couldn't help you (from your other post) http://www.o2.co.uk/contactus

Re: O2's rubbish service is becoming legendary...

Curr946 — Fri, 04 Mar 2016 08:02:31 GMT

Sorry to hear of your troubles. This is a customer forum so we can't review the account. Perhaps @Martin-O2 could help. You can also also register a complaint of you feel that strongly about the poor service. Www.O2.co.uk/contactus

Re: O2's rubbish service is becoming legendary...

MI5 — Fri, 04 Mar 2016 08:02:39 GMT

Call CS again and ask them to confirm the phone is in stock.
You should get an email (check junk folders) with tracking details when the phone is dispatched. You can then track the delivery on UKMail or DPD website.

Re: O2's rubbish service is becoming legendary...

Anonymous — Fri, 04 Mar 2016 09:02:52 GMT

Which is why I'm ranting. There has been no email confirming dispatch, either in ordinary mail or spam/junk etc. Nothing. No more email about anything. No messages, nada

Go to complaints? Probably take another week.

What will happen, is the initial contract will expire, and again be deleted.

as you say.

Illegitimi non carborundum

Re: O2's rubbish service is becoming legendary...

Cleoriff — Fri, 04 Mar 2016 09:08:11 GMT

Hi @Anonymous It's fine to rant but please follow my advice about contacting customer services in the link I gave in my first post. Until you ring them you wont know what has happened to your order, whether the phone has been dispatched or is even in stock..

Re: O2's rubbish service is becoming legendary...

MI5 — Fri, 04 Mar 2016 09:21:25 GMT

As we have said, we can't help you and can only sympathise.
Please call CS again to check the status and stock levels.

Re: O2's rubbish service is becoming legendary...

Bambino — Fri, 04 Mar 2016 09:43:13 GMT

@Anonymous Rant here all you like. Sometimes it's good to do that, but the only way you're going to get this resolved is to call customer service again, as you have been advised to do. Should you still not get a result, you'll need to take it to the next stage and lodge a formal complaint. This is the direct link: http://www.o2.co.uk/how-to-complain

Re: O2's rubbish service is becoming legendary...

Anonymous — Fri, 04 Mar 2016 10:04:59 GMT

Already done so, got cut off from live chat, also advised to send an email which I did only to receive a reply saying that the email address I had been given was one which was not checked, automatics response! Also spoken to Ofcom.

Re: O2's rubbish service is becoming legendary...

Cleoriff — Fri, 04 Mar 2016 10:09:10 GMT

@Anonymous If you have problems with live chat it is always better to speak to someone 202 for contract and 4445 for payg

Re: O2's rubbish service is becoming legendary...

gindygoo — Fri, 04 Mar 2016 10:11:27 GMT

@Anonymous please avoid live chat in this particular instance and call 202 to speak to an agent. Waiting times can be long but calling at 8:30am is usually pretty quick.

Are you the person being referred to in the opening post, or is this a separate issue?

Re: O2's rubbish service is becoming legendary...

MI5 — Fri, 04 Mar 2016 10:15:00 GMT

@Anonymous wrote:

Also spoken to Ofcom.

OFCOM don't / won't deal with personal complaints.

To escalate, you have to go to the Communications Ombudsman after you have reached deadlock with O2 complaints process.

All detailed here http://www.o2.co.uk/how-to-complain

Re: O2's rubbish service is becoming legendary...

Cleoriff — Fri, 04 Mar 2016 10:15:22 GMT

@gindygoo wrote:
@Anonymous please avoid live chat in this particular instance and call 202 to speak to an agent. Waiting times can be long but calling at 8:30am is usually pretty quick.

Are you the person being referred to in the opening post, or is this a separate issue?

@gindygoo I think from @Anonymous's other posts today it is to do with O2 Travel charges.

Re: O2's rubbish service is becoming legendary...

gindygoo — Fri, 04 Mar 2016 10:21:44 GMT

@Cleoriff wrote:
@gindygoo wrote:
@Anonymous please avoid live chat in this particular instance and call 202 to speak to an agent. Waiting times can be long but calling at 8:30am is usually pretty quick.

Are you the person being referred to in the opening post, or is this a separate issue?
@gindygoo I think from @Anonymous's other posts today it is to do with O2 Travel charges.

#Needmorecaffeine 😯

Re: O2's rubbish service is becoming legendary...

Cleoriff — Fri, 04 Mar 2016 10:26:09 GMT

@gindygoo wrote:
@Cleoriff wrote:
@gindygoo wrote:
@Anonymous please avoid live chat in this particular instance and call 202 to speak to an agent. Waiting times can be long but calling at 8:30am is usually pretty quick.

Are you the person being referred to in the opening post, or is this a separate issue?
@gindygoo I think from @Anonymous's other posts today it is to do with O2 Travel charges.
#Needmorecaffeine 😯

It's Friday....other drinks soon to be available..

Re: O2's rubbish service is becoming legendary...

Cleoriff — Fri, 04 Mar 2016 11:24:03 GMT

I also understand from @Anonymous post on the live chat thread that UK mail have now delivered the phone

http://community.o2.co.uk/t5/Discussions-Feedback/The-Official-Live-Chat-Feedback-thread/m-p/953899/highlight/true#M79780

Re: O2's rubbish service is becoming legendary...

MI5 — Fri, 04 Mar 2016 11:32:55 GMT

Yes, they called the courier as I suggested.

Re: O2's rubbish service is becoming legendary...

Cleoriff — Fri, 04 Mar 2016 11:40:30 GMT

@MI5 wrote:
Yes, they called the courier as I suggested.

In your usual Illustrious way........

Re: O2's rubbish service is becoming legendary...

jonsie — Fri, 04 Mar 2016 11:54:47 GMT

So the issue is now resolved hopefully....

Re: O2's rubbish service is becoming legendary...

MI5 — Fri, 04 Mar 2016 11:59:34 GMT

Apparently the phone has been delivered, so we assume so.