Accessory Web Site Serious Issues

[Anonymous]

Yesterday the 02 Accessory Web site was 'crashing' - Oops page displayed, after hitting the

payment button. I assumed no order had been placed and no payment taken !!

Haha, how wrong - payment had been taken , but no order received by Kondor the company

that deals with accessories on behalf of O2.

Later that day I tried to place an order again. Once again same problem.

This time I spotted an html tag with an order number and process id.

I emailed kondor and this morning they advised that two payments had been deducted from my CC , but that they had not received either order. They have now refunded the monies.

Question is;

How can O2 not have some error proceedures in place to handle this issue.

and advise the customer who to contact to rectify it.

and

the accessories web site should inform you up front that you are dealing with another company and how to contact them - - it is buried deep in the ordering pages, but only available once - if you've past it then you will not find it again !

and

Why is it not possible to find a link anywhere on O2 to report web site issues.

[perksie]

You can report web page faults here:

http://www.o2.co.uk/abouto2/webfeedbackform

O2 is the retailer here so all queries would go to them, and all their details are in "Contact us" at the foot of the page.

[Anonymous]

Thanks - but even thats buried away to deep - neeeds to be up front and prominent

I just tried sending a comment. Even that returned a busted link !!

Come on O2

[adamtemp64]

the web reporting form always returns an error but you will get an email confirming they have it.

[jonsie]

This is the reply I got back:

Dear O2 Customer,

Thank you for sending your comments to the O2 Web Team.

We will not be able to reply to you individually but we do appreciate
all comments, ideas and suggestions from our website users and we will
use this information to help us improve your website experience.

If you have a customer service issue which needs a response please reply
to this message and your email will be directed to a member of our
customer service team.

Please note it may take up to three days for our customer service team
to respond.

Alternatively please visit http://www.o2.co.uk/help/ where you can find
help and support online, or find the phone number for your customer
service team to call direct.

The O2 Online Team



Original Message Follows:
------------------------
O2 Website Feedback Web-formWebsite Area: AccessibilityComments :
Voicemail and other links go to home landing  pagePersonal/Business:
personalO2 Customer:Date/Time : 08/1/2013 15:43:27


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