topic Re: PAC in Discussions & Feedback

PAC

Anonymous — Fri, 13 Jan 2017 19:36:24 GMT

I just wanted to thank 02 for making it nigh on impossible to request my PAC code, have decided it is much easier to just take on a new number. I won't be coming back.

Re: PAC

MI5 — Fri, 13 Jan 2017 19:48:26 GMT

If you are unhappy you can complain here http://www.o2.co.uk/how-to-complain

Re: PAC

jonsie — Sat, 14 Jan 2017 02:56:01 GMT

It's easy enough to get a PAC....the hard part is getting through to them!

Re: PAC

Cleoriff — Sat, 14 Jan 2017 08:26:05 GMT

Another reason why it should be part of My O2. If folk can request an unlock code via that route... then they should be able to request their pac. It would certainly reduce the number of calls to customer services..

Re: PAC

jonsie — Sat, 14 Jan 2017 08:58:37 GMT

@Cleoriff wrote:
Another reason why it should be part of My O2. If folk can request an unlock code via that route... then they should be able to request their pac. It would certainly reduce the number of calls to customer services..

I couldn't agree more, it would make everyone's life easier.

Has this been put forward as an idea?

Re: PAC

Cleoriff — Sat, 14 Jan 2017 09:17:11 GMT

@jonsie wrote:
@Cleoriff wrote:
Another reason why it should be part of My O2. If folk can request an unlock code via that route... then they should be able to request their pac. It would certainly reduce the number of calls to customer services..
I couldn't agree more, it would make everyone's life easier.
Has this been put forward as an idea?

I was just about to make a post in ideas section..:smileywink:

Re: PAC

jonsie — Sat, 14 Jan 2017 09:27:17 GMT

@Cleoriff wrote:
@jonsie wrote:
@Cleoriff wrote:
Another reason why it should be part of My O2. If folk can request an unlock code via that route... then they should be able to request their pac. It would certainly reduce the number of calls to customer services..
I couldn't agree more, it would make everyone's life easier.
Has this been put forward as an idea?
I was just about to make a post in ideas section..:smileywink:

Great idea.....

Re: PAC

Cleoriff — Sat, 14 Jan 2017 09:29:35 GMT

https://community.o2.co.uk/t5/Community-Ideas/Request-PAC-via-My-O2/idi-p/1031844

Re: PAC

MI5 — Sat, 14 Jan 2017 09:32:54 GMT

O2 use the PAC request to try to talk the customer into staying.
Doing it online would remove that option for them so I can't see them implementing it.

Re: PAC

Cleoriff — Sat, 14 Jan 2017 09:38:00 GMT

@MI5 wrote:
O2 use the PAC request to try to talk the customer into staying.
Doing it online would remove that option for them so I can't see them implementing it.

However, if people want to leave, they want to leave. The option should be available. I am sure CS would welcome the drop in phone calls to request a PAC... I don't work for O2 and I am simply proposing an idea which would make things easier for customers...

Re: PAC

MI5 — Sat, 14 Jan 2017 09:39:24 GMT

Ideas have to support business decisions too.
Just my opinion....

Re: PAC

Cleoriff — Sat, 14 Jan 2017 09:45:39 GMT

And if we didn't promote new ideas then any business 'could' grind to a halt.

I am simply looking at making better use of resources.

Re: PAC

MI5 — Sat, 14 Jan 2017 09:46:21 GMT

Ok..

Re: PAC

jonsie — Sat, 14 Jan 2017 09:51:51 GMT

Of course they want you to stay and would like to talk to you. However if the option is there the customer has a choice whether to just get the PAC or call. To be honest, the problem actually getting the PAC would make people more determined to leave thus defeating the object of talking to them. Half of the time they can't match an existing offer elsewhere and offer a little discount off the air time.

Re: PAC

MI5 — Sat, 14 Jan 2017 09:59:36 GMT

Put it this way.
You are the ceo and I come to you and say "I've got a great idea that will make it easier for people to leave"......
What would you say back to me?

Re: PAC

Cleoriff — Sat, 14 Jan 2017 10:08:08 GMT

@MI5 wrote:
Put it this way.
You are the ceo and I come to you and say "I've got a great idea that will make it easier for people to leave"......
What would you say back to me?

I would say "You have already given customers the option to unlock their phones and move to a new network so allow them freedom of choice and let's give CS less stress"....

However I am not the CEO...I am a customer..and looking to make things easier for customers...

Re: PAC

MI5 — Sat, 14 Jan 2017 10:09:09 GMT

Getting a PAC doesn't mean you are leaving.

Re: PAC

jonsie — Sat, 14 Jan 2017 10:09:53 GMT

You really want an answer to that?

I know what I would say a from the aspect of a company that was once unsurpassed for customer service.

How many customers do you think Retentions actually save? Only the ones who threaten to leave to see if they can get a discount on airtime or something off the upfront fee. We both know that there will be no offers on top end phones, no price matching and no amount of discount will be any use if you aren't getting a good signal, which is one of the many reasons people want and have to leave for.

Re: PAC

MI5 — Sat, 14 Jan 2017 10:12:00 GMT

I agree and I'm not saying it's a bad idea but looking at it from O2"s perspective, which is what I said first off, I can't see it happening.

Re: PAC

jonsie — Sat, 14 Jan 2017 10:18:57 GMT

Possibly not but if you don't ask the question then things will never change. You can get everything else in My O2 so getting a PAC would be a natural progression, just as getting your PUK and unlocking your phone was progress. 90% of people unlocking are leaving anyway.

...and whilst we are on the subject of My O2, why not an option to report your phone lost/stolen?