30 Minute wait to answer a call.

[Anonymous]

Well Done, O2. You have just provided me with another reason to change service providers! I called 202, to get an automated reply along the lines of "We have more than a 30 minute wait to answer your call, so we may not be able to answer before the service ends at nine o'clock. " In addition to this fiasco, Live Chat is currently unavailable. Does that mean that all the Live Chat operatives have become so *bleep* off with fielding customer complaints that they have all buggered off home?

As it is 19.30 Do you mean that you won't answer before 09.00 (am) tomorrow? In any case, a 30 minutes wait is totally unacceptable.

Equally unacceptable is your pricing structure for the iPhone 6 at £49.00 a month.  For  2 year contract, that works out to be £1176.00.

If I buy an iPhone 6 (Sim free, unlocked) from John Lewis at a cost of £539, with a TWO year warranty, backed by Apple, and then go to BT and get their sim only offer, I can get a sim which gives me 4G. 2Gb Data, 500 minutes, and unlimited texts for £10 a month. £539 + (10 x 24) = £779.

This is a saving of £397. or approx £16.50 a month. And I might actually get some customer service!

Offer me a better deal or loose me!

[jonsie]

The phone lines are in meltdown, why aren't the calls being transferred out. As you say it points to a routing problem.

[Bambino]

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@MI5 wrote:
Or they've made everyone redundant.

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I know they've made the girl in Bury who used to be my CS guardian angel redundant. She seems relieved, and went voluntarily. I think they were making things difficult for the staff they wanted out.

[MI5]

It's a tough old business to be in these days.....

[jonsie]

There comes a point though when cutting costs defeats itself when customers start leaving and going elsewhere

[cyrillicguy]

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@Anonymous wrote:

Well Done, O2. You have just provided me with another reason to change service providers! I called 202, to get an automated reply along the lines of "We have more than a 30 minute wait to answer your call, so we may not be able to answer before the service ends at nine o'clock. " In addition to this fiasco, Live Chat is currently unavailable. Does that mean that all the Live Chat operatives have become so *bleep* off with fielding customer complaints that they have all buggered off home?

As it is 19.30 Do you mean that you won't answer before 09.00 (am) tomorrow? In any case, a 30 minutes wait is totally unacceptable.

Equally unacceptable is your pricing structure for the iPhone 6 at £49.00 a month.  For  2 year contract, that works out to be £1176.00.

If I buy an iPhone 6 (Sim free, unlocked) from John Lewis at a cost of £539, with a TWO year warranty, backed by Apple, and then go to BT and get their sim only offer, I can get a sim which gives me 4G. 2Gb Data, 500 minutes, and unlimited texts for £10 a month. £539 + (10 x 24) = £779.

This is a saving of £397. or approx £16.50 a month. And I might actually get some customer service!

Offer me a better deal or loose me!

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I am constantly wondering why on earth people would order an iPhone from someone like O2 when the device typically costs about £100 more than it would if bought directy from Apple (particularly true during the very first stages of new model's appearance on the market). Not to mention that when bought from Apple, the phone is already unlocked whilst the O2 one naturally isn't. Can't afford buying it outright? Well, then maybe these things don't simply fit into your budget, and it would make sense to think of something more affordable? 

That said, it does not necessarily mean that there aren't any good phone deals with O2, sometimes the device price would be actually cheaper or at least equal to the typical retail one. But you'd really need to do your math and avoid going for the gadget that you couldn't pay off at any given time. IMO.