02 you are a shambles and a disgrace

[Annerobinson]

I know this message on this forum is pointless however I just want to say, o2 your customer service is pathetic.

I am still waiting on my 'free samsung tablet' I was promised when I ordered my Samsung phone on 1st June. I have followed your complaints procedure, sent at least 7 emails to your complaints team and 2 to a specific person on your complaints team. I have had 1 proper response to my original email and none to the ones since then. What type of service is this ignoring an official complaint. I've no choice now but to go to the ombudsman. You have no idea how disappointed I am after being a customer for as long as I remember

[Cleoriff]

Hi @Annerobinson

I will tag our community managers to this post in the hope they may be able to help tomorrow

@Marjo@Martin-O2@EmilieT

[Annerobinson]

They told me before they can't as I've went down the official complaint route. So I'm going to the ombudsman. I have
All he emails I have sent the complaints team and the deathly silence I have received from them since. I believe I was mis sold my phone contract on the premise I would receive a tablet. People who made their orders after me have received them so obviously something is wrong somewhere.

[Anonymous]

As an official complaint has been made admin won’t be able to help 

[Bambino]

@Annerobinson Cold comfort I'm sure, but there are many here who agree with your assessment of O2 customer service. It's been going steadily downhill for a long time now, with no improvement in sight. All any of us here can do is wish you good luck with your complaint, and hope the result turns out positive for you.

[madasaf1sh]

Bare in mind you cant go to the ombudsman without a deadlock letter and also the ombudsman will not look at cases where a free gift hasnt been recieved, for this you woud probably need to go to Trading Standards

[MusicIan]

Phone companies, like the NHS or any other large organization, contains people at the sharp end trying to do the job that they are employed to do which is to keep the customers satisfied. Behind them are people who never have to come into contact with anything as horrid as an end user of their organizations services. Their interests lie in protecting and advancing their career by whatever means possible. We all encounter them in our daily lives.

its no comfort to tell you that in my experience, O2 is less worse than Vodafone whose operators repeatedly made promises only to break them and failed to solve my issue. O2, thanks largely to intervention from people who keep an eye on this forum, eventually solved my problem, though if you look at my posts, you will see that various employees of O2 are perfectly capable of coming out with incorrect and misleading information.

My experience would therefore lead me to advise the forum exactly what your problems are, with dates plus any evidence of the agreementand see if one of the gurus here will be able to help on your behalf. 

Whatever happens, best of luck. 

[EmilieT]

Hi @Annerobinson, I'm sorry to hear this is still not resolved!

I'll send you a Private Message now to get some more details around your complaints. As you and others mentioned, we might not be able to do a lot, however I'd like to check and at least make sure your feedback reaches the relevant teams 

Thanks @Cleoriff for the mention!

[garybb]

O2 are the worst I have had the misfortune to have to deal with, they are truly, truly shocking. Compared to my experience with Virgin, O2 are literally centruries behind.

The good thing about this is I will not continue to be a customer after many, many years.

Get a grip O2, you are way behind your rivals, and you fal to be a realistic competitor anymoe - I will never consider an O2 contract even if it were free

[MusicIan]

Stop beating about the bush and come out and say what you really think of O2.....

In in my opinion they are beaten by Vodafone for dreadful customer service. They switched of my sure signal for no reason and then refused to switch it  on because I couldn’t satisfy their security criteria...because my sure signal was switched off so I had no reception.