Worst Service

[Anonymous]

Hi,

I have been with o2 more or less 10 years, I have enjoyed o2 till October last month and I even bought an other contract.
I had few soft ware issue with my Samsung galaxy s6 edge. I reset device but I was still having trouble with using apps and interent as device was freezing. on 31st October
I took my phone to o2 shop in swindon high street and explain everything to the chap I think his name was Nathan (not sure sorry). I also explained that there is a crack on the screen which doesn't need to be changed all I need is phone software to be checked.I also explained that I am going to abroad on 6th november and I need phone by then. Gentleman said it normally take 3 to 5 days and it should arrive back on Friday. I was happy with it as my flight was on Saturday. I heard nothing back from o2 till Thursday and started panicking. I kept on calling all Thursday to the number of high street shops but no answer.  Then I rung 02 repair department it exactly took 47 minutes to speak to a person, once I spoke to the guy he said they can not repair until they receive quote for the screen, I explained him nothing to do with screen and I did explain that I don't want to do anything to screen. Chap I was talking to was really rude and won't listen, at that point I said to him that I want my phone back by Friday,  he said he can not guarantee,  I even offered to pay for postage but no luck and no phone arrived at all and I ended up travelling with no phone which absolutely ruined my trip as I had no way of contacting my family and friends.  I couldn't get any body to pick me up from Airport.

Today I went back to the o2 shop and tried to get phone sent off for repair, I explain all above mentioned to host (joby) who didn't, the seems to bother about it and wanted me to ring to repair center , and still wants me to stay there and wait for 30 minutes joby kept on telling me he is only the host and he can not spend more time on my case as he has other customers to see i requested to see the manager but he won't call manager either and started telling me my tone is not good! I was not shouting or doing any tones. Finally store manager Julian arrived he didn't even ask me about problem and started telling me things which he was probably told by joby. The moment I tried to talk he started rolling his eyes which I found very disregard and very unprofessional.

I am in customer service for a very long time and I do look after my regular , loyal and old guests. I have not seen such a bad services from anyone in my life.
Is that how you guys treat your loyal customers? Your swindon branch doesn't even answer the phone calls.
I hope my complaint will be investigated quickly. Please let me know to how are you going to resolved my phone issue? I hope it will be resolved and compensate within o2 .
Looking forward to hearing from you.
Kind regards

[jonsie]

Yes and to be fair Samsung would have said exactly that too. 

[MI5]

No one would touch it without replacing the screen too except maybe a non official repair shop after the customer signed a disclaimer.

[gmarkj]

Given that the issue "seems" to be software related, why would they not inspect for any faults there?
You don't need to open the phone to connect a usb do you?

[MI5]

"Seems" to be but not necessarily.
Who can know until it's looked at?

[gmarkj]

True.
But if I take my car to a garage for fault a, i don't expect them to not work on it until fault b is fixed.
In this case why would they not check for software issues when there is no reason for the screen to be repaired - yes it is broken but working...

[MI5]

Just adding water to a cracked radiator wouldn't patch the hole in the radiator though.
Fault A and fault B may not be related on a car but on a small electronic device where everything is interfacing with something else, it could well be.......

[gmarkj]

That is true enough.
What I wonder though is why not at least do some diagnostics on the device before simply they are not looking at it until they fix the screen?
All told it is frustrating for the customer. Perhaps would have been better to be told that one of the causes might have been the screen and that needs to be fixed before they can investigate other issues...

[MI5]

It's an industry wide "thing". Obvious damage has to be redressed before any other faults will be looked at - I'm sure there is good reason for it but a better explanation of the process would indeed help with customer expectations.

[Anonymous]

O2 Chap said itS not even a full crack. He was sure that phone will get repair and will be returned by Thursday and very latest Friday.  

[MI5]

Is that like being a little bit pregnant?