topic What has happened to the O2 shops? in Discussions & Feedback

What has happened to the O2 shops?

welshsteve76 — Mon, 31 Oct 2016 12:03:00 GMT

I have always found that O2s customer service is much better than the other mobile providers I have dealt with (3 being the only one I've never had dealings with).

The staff in the O2 shops have always been knowledgeable, friendly and helpful. That is up until the last couple of years.

Now the staff look uninterested unless you want the very latest phones and are completely unwilling to help with any other questions you have. I've had 2 experiences in the last month alone where the staff were just uninterested in helping. One even told my wife, who had ordered an upgrade phone online and was collecting, that she may have to wait 72 hours while her new SIM was activated. I could tell by the look on her face she was sceptical about what he was saying and I told her there was no need to change her SIM and that her current one would work fine in the new phone and everything would go smoothly. The agent in the shop said she should ring a number on the receipt if this wasn't the case. After leaving the shop I told her everything would be fine and that she needn't worry. The phone just worked straight away after swapping the SIM card from the old phone into the new phone and going through the initial setup.

Had this been a customer without any tech knowledge, they'd have been stuck in a right mess trying to get their SIM swapped to a different SIM card when there was no need to do this. O2 shop staff these days just seem completely clueless.

Re: What has happened to the O2 shops?

MI5 — Mon, 31 Oct 2016 12:15:55 GMT

Yes, many of them are unfortunately.
Best place to come for general advice is on here.

Re: What has happened to the O2 shops?

Cleoriff — Mon, 31 Oct 2016 12:24:05 GMT

I actually think it can be down to the area you live in and and the advisor you get at the time. I have never had any issues with the one in my town. Mind you it helps when I go in acting my 'old' age and playing the helpless card.... I will take the pity if it gets me what I want

Re: What has happened to the O2 shops?

MI5 — Mon, 31 Oct 2016 12:40:03 GMT

I agree. There are good and bad as with everything, but it would be nice if they were all good

Re: What has happened to the O2 shops?

Cleoriff — Mon, 31 Oct 2016 12:51:59 GMT

@MI5 wrote:
I agree. There are good and bad as with everything, but it would be nice if they were all good

True but then i rarely use them. I just ask you....

Re: What has happened to the O2 shops?

Toby — Mon, 31 Oct 2016 12:53:48 GMT

Hi @welshsteve76,

Thanks for posting this feedback. I'll share with the rest of the team. If you have any further info that may help us, feel free to send me a PM and we can have a chat.