topic O2 rudest customer service in Discussions & Feedback

O2 rudest customer service

Anonymous — Mon, 15 Dec 2008 20:06:28 GMT

There is nothing ruder than being ignored.

I emailed customer service from this site 3 times since 7th December and although I received an acknowledgement number for each not a single reply even when i moaned about being ignored.

Do O2 ever reply or are they just picking on me?

By the way it was just a simple tariff query but now they have a very unhappy customer who is now going to throw in my simplicity tariff for pay-as-you-go with someone else. At least that way I can save the frustration of dealing with complacent and arrogant organisations.

O2 rudest customer service

Anonymous — Mon, 15 Dec 2008 20:52:26 GMT

I never get why people dont just give a quick call before moaning.. though I can understand your frustration.

O2 rudest customer service

Anonymous — Tue, 16 Dec 2008 11:21:13 GMT

Well i've been emailing o2, phoning o2 (including a supervisor) and dealing with o2 members of staff in store and have been continually mistreated and passed from pillar to post!

Been trying to upgrade for 3 weeks nows AND when i tried to upgrade online, the order was neither confirmed at my end or o2's end but THEY STILL TOOK THE MONEY OUT MY ACCOUNT :robotmad:

This was on Friday 12th Dec and it's STILL not back in my account, after numerous trips to my bank and numerous phones calls to o2 and being assured 100% by a supervisor that the money would be back in my account by Monday afternoon. He was meant to be phoning me personally on Monday afternoon to make sure the matter was resolved.

It's not resolved and he didn't phone! NOW he's unavailable to speak with 😐 Instead i got a girl with an attitude who clearly didnt have the first clue to what was going on!

I've been told that a manager will call me back, although it's NOT GUARENTEED!

So now i'm stuck, with no help, feeling like i have nobody to turn to to help get me my money back, a week before christmas with a 3 year old son!

I will NOT be upgrading with o2, i won't even be putting an o2 sim in my phone. I want to be as far away as possible from o2 and wouldn't recommend them to my worst enemy!!!

STAY AWAY FROM O2 :robotindifferent:

O2 rudest customer service

Anonymous — Tue, 16 Dec 2008 23:19:58 GMT

Its a shame you've gone through all of that, but have you tried ringing Complaints section? just choose that from menu-or asking to speak to retentions?

You'd think they'd have the common courtesy to speak to you-try and keep your cool if you can its hard cos I've been there.....

O2 rudest customer service

Anonymous — Wed, 17 Dec 2008 08:14:01 GMT

O2 customer complaints department are a waste of time,

Long story cut short, I have had to contact O2 lots lately about my account, and just about every phonecall involved been transfered about 6-7 times from department to a different department each call, and took around 45 mins in all.

Enough was enough, I phone O2 and selected the menu opton to put me through to the complaints department, then after been transfered another 3 times I ended up speaking to someone in the normal customer service department!! who again could not answer my question and attempted to transfer me again.

They just seem to 'Pass the Buck' if they cannot answer a difficult question to another random department.

All I want for christmas is a PAC code :womanindifferent:

O2 rudest customer service

Anonymous — Wed, 17 Dec 2008 19:57:14 GMT

Thats a real shame shopps cos when I've spoken to complaints they've been good, thats why I suggested them....oh well....

rude staff @ customer services

Anonymous — Mon, 20 Apr 2009 00:36:36 GMT

i have been with 02 for many years & always sung there praises untill last thur.i rang to swap credit from an unused sim onto a sim ive had about 6 years,i have already done this before with no problems what so ever.anyway i spoke to a young man about it who informed me that they dont do that. i told him that id done it before why couldnt he do it,he told me they dont do it never have & he wasnt going to,his attitude was awfull so i asked to be put through to a manager where apon i was told he wouldnt put me through as a manager would only say the samething he'd just told me.i was fuming by now & told him id requested a manager it wasnt for him to decide if it was worth putting me through to manager or not.his attitude worsend & he said he wasnt putting me through regardless.i totally lost it called him a few names & rang straight back. this time i spoke to a nice helpfull girl the kind of service im used to with 02.iexplained what had happend to her & she informed me that he was right they dont transfer credit over unless ur cancelling the sim it comes from i said i was & she did it no problem,untill she spotted that the male advisor had barred my account!!ive had this no for 6years now.she informed the manager & ban lifted,5 mins after convo my phone blocked,on calling back i was told it can take up 2 72hrs 4 phone to work its now monday morning & still not working no1 has been able to contact me since thur imso angry.any ideas on what to do please?

Re: rude staff @ customer services

Anonymous — Mon, 20 Apr 2009 17:47:08 GMT

i have been with 02 for many years & always sung there praises untill last thur.i rang to swap credit from an unused sim onto a sim ive had about 6 years,i have already done this before with no problems what so ever.anyway i spoke to a young man about it who informed me that they dont do that. i told him that id done it before why couldnt he do it,he told me they dont do it never have & he wasnt going to,his attitude was awfull so i asked to be put through to a manager where apon i was told he wouldnt put me through as a manager would only say the samething he'd just told me.i was fuming by now & told him id requested a manager it wasnt for him to decide if it was worth putting me through to manager or not.his attitude worsend & he said he wasnt putting me through regardless.i totally lost it called him a few names & rang straight back. this time i spoke to a nice helpfull girl the kind of service im used to with 02.iexplained what had happend to her & she informed me that he was right they dont transfer credit over unless ur cancelling the sim it comes from i said i was & she did it no problem,untill she spotted that the male advisor had barred my account!!ive had this no for 6years now.she informed the manager & ban lifted,5 mins after convo my phone blocked,on calling back i was told it can take up 2 72hrs 4 phone to work its now monday morning & still not working no1 has been able to contact me since thur imso angry.any ideas on what to do please?

OUCH. I've just read your post and it sounds pretty painful what you've gone through.

So you're phone is currently barred at this current moment? Well what I'd reccomend is calling Complaints one last time, tell them you've had all this out of order service and all you wanted is your ban to be lifted soon as.

If you tell the complaint team about all the bother (it should be on record too), they should speak to their manager and to try and say sorry with some sort of goodwill gesture, I'm not saying its guaranteed but they should do.

If you're not happy with how they have left it, bring up the complaint through Ofcom here,
http://www.ofcom.org.uk/complain/mobile/

Re: O2 rudest customer service

Anonymous — Mon, 20 Apr 2009 17:49:57 GMT

There is nothing ruder than being ignored.
I emailed customer service from this site 3 times since 7th December and although I received an acknowledgement number for each not a single reply even when i moaned about being ignored.
Do O2 ever reply or are they just picking on me?
By the way it was just a simple tariff query but now they have a very unhappy customer who is now going to throw in my simplicity tariff for pay-as-you-go with someone else. At least that way I can save the frustration of dealing with complacent and arrogant organisations.

I'm not sure if that email even works, but why dont you ask you're question here, theres a million and one people (including me, if I can!)who will answer your question.

Re: O2 rudest customer service

Anonymous — Mon, 20 Apr 2009 22:33:16 GMT

why dont you ask you're question here, theres a million and one people (including me, if I can!)who will answer your question.

It works just fine when you're paying them extra cash. They were quick to add my bolt-on. They even gave it free till I told them - silly me

To be fair they were pretty quick via email when I wanted to replace my 2G SIM with a 3G one. They even activated it within 4 hours after I received it and sent them the SIM serial number.

I depends on who reads your email, I suppose.

SV

O2 rudest customer service

Anonymous — Wed, 22 Apr 2009 16:46:06 GMT

I have to be honest, the email support I've received has been consistently better than the telephone support.

It's probably because if the person receiving the email doesn't know the answer, they can find out, or pass the email on to someone who knows. If you're phoning someone, they seem to have a habit to try and bluff or fudge their way through - in some cases telling me something can't be done whilst the email folks have been happy to sort it out.

O2 rudest customer service

Anonymous — Mon, 27 Apr 2009 07:45:14 GMT

Need patience, for custmoer services, maybe they are too busy.

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O2 rudest customer service

Anonymous — Mon, 27 Apr 2009 07:45:15 GMT

O2 rudest customer service

Anonymous — Mon, 27 Apr 2009 10:23:52 GMT

Need patience, for custmoer services, maybe they are too busy.

Sorry, that is a seriously lame excuse. Their sales department isn't too busy to take your cash.

O2 rudest customer service

Anonymous — Thu, 30 Apr 2009 22:59:58 GMT

I agree for a large company they are terrible and ridiculously disjointed. I was with both Vodafone and Orange before my contract with O2 and they had much better customer service.

The thing I really hate about O2 is that I cant just go to an O2 store to sort out broken phones and insurance claims like I could with Vodafone. Because I have an 'online' account I have to call them and deal over the phone.

O2 rudest customer service

browni — Sat, 09 May 2009 00:46:59 GMT

Maybe you as the CEA (whatever that is) personally haven't done the things people are complaining about.

BUT, you are the first point of contact and a representative of the company that HAS done what ever the customer is complaining about.

It's your job to sort it out calmly and if you can't refer it to somebody who can.

I have worked in more stressful customer service environments than you could imagine and going by the tone of your post, you don't really seem suitable for 1st level support.

O2 rudest customer service

jonsie — Sat, 09 May 2009 11:53:28 GMT

Need patience, for custmoer services, maybe they are too busy.

Sorry, that is a seriously lame excuse. Their sales department isn't too busy to take your cash.

A company is only as good as it's after-sales service! It takes just one bad advisor who may take up to 100 calls a day..I know,I've done it!) to give the company a terrible reputation and these employees, who can destroy your state of mind and well-being, need to be managed out of the company. If you want to speak to a manager, it's your right, so do not take 'no' for an answer.Take the advisor's name. O2 have an escalation process for complaints so insist you want to escalate your problem and the advisor's attitude.
Having said all that, I have never had problems like some of posters on this forum but I know that most advisors are helpful but there is a minority with 'attitude'.

Re: rude staff @ customer services

Anonymous — Tue, 30 Jun 2009 11:27:14 GMT

i have been with 02 for many years & always sung there praises untill last thur.i rang to swap credit from an unused sim onto a sim ive had about 6 years,i have already done this before with no problems what so ever.anyway i spoke to a young man about it who informed me that they dont do that. i told him that id done it before why couldnt he do it,he told me they dont do it never have & he wasnt going to,his attitude was awfull so i asked to be put through to a manager where apon i was told he wouldnt put me through as a manager would only say the samething he'd just told me.i was fuming by now & told him id requested a manager it wasnt for him to decide if it was worth putting me through to manager or not.his attitude worsend & he said he wasnt putting me through regardless.i totally lost it called him a few names & rang straight back. this time i spoke to a nice helpfull girl the kind of service im used to with 02.iexplained what had happend to her & she informed me that he was right they dont transfer credit over unless ur cancelling the sim it comes from i said i was & she did it no problem,untill she spotted that the male advisor had barred my account!!ive had this no for 6years now.she informed the manager & ban lifted,5 mins after convo my phone blocked,on calling back i was told it can take up 2 72hrs 4 phone to work its now monday morning & still not working no1 has been able to contact me since thur imso angry.any ideas on what to do please?

If you called him a few names what do you expect ? :mansurprised: these guys whether helpful or not are only human. I work in I.T and when I tell callers "no the system wont support what your trying to do" - I get irritated when they then ask "why not ?" - "cause it just wont ! " lol

O2 rudest customer service

Anonymous — Wed, 01 Jul 2009 20:38:43 GMT

Need patience, for custmoer services, maybe they are too busy.

Sorry, that is a seriously lame excuse. Their sales department isn't too busy to take your cash.

A company is only as good as it's after-sales service! It takes just one bad advisor who may take up to 100 calls a day..I know,I've done it!) to give the company a terrible reputation and these employees, who can destroy your state of mind and well-being, need to be managed out of the company. If you want to speak to a manager, it's your right, so do not take 'no' for an answer.Take the advisor's name. O2 have an escalation process for complaints so insist you want to escalate your problem and the advisor's attitude.
Having said all that, I have never had problems like some of posters on this forum but I know that most advisors are helpful but there is a minority with 'attitude'.

if you can find the law relating to that right and post the quote and proof then i will belive you but not untill then,
and RE: sally smith if you start abusing the service staff and they have the evidence (e.g the fact that the call is recorded) then they can escalate it higher as an abusive custmomer and get you barred (because verbal abuse is NOT a right you have to use on other members of the public) the way i get around situations like yours is 1 of 2. 1st hang up try again, 2nd ask the question again and again but re-worded each time till i catch them out as they trip over their own words. no yelling needed

O2 rudest customer service

jonsie — Tue, 13 Jun 2017 16:27:17 GMT

if you can find the law relating to that right and post the quote and proof then i will belive you but not untill then,

I did not say it was a law, please read posts properly before making comments. I said o2 have an escalation process, and you have the right to speak to a manager.....see below this extract from the o2 help pages and believe!

Making a complaint

At O2 we always try to make sure things run as smoothly as possible for our customers. If you're unhappy with any part of our service, please tell us.

Your complaints give us a chance to put things right and also means we can improve our service to you and our customers in future.

Our customer service teams are in the best position to deal with your complaint and should be the first people you contact. You can contact them by phone, letter or email. You can do this by clicking the 'Email Us' link below:

We'll look into your complaint immediately and try to sort the issue out as fully as we can. If you're unhappy with our decision, ask for one of our customer service team managers to investigate further.

We hope that we will have been able to sort out any problems by this stage. However, if you are still not satisfied after speaking to one of our managers and would like an impartial review, please write to:

O2 Complaints Review Service

PO BOX 694

Winchester

SO23 5AP
More information here : How do I make a complaint?