Appalling customer service - the CEO should know about this as its so bad

[Anonymous]

Please please help me as I've spent what feels like an eternity trying
through your webchat site to request a very simple task to be
undertaken.

I then write to the customer service link that O2 sent me and get an automated message saying to make contact via the Webchat service that failed so miserably.

Firstly a little bit of background. I'm in the USA returning to London
on Sat 4 July and flying back to Glasgow on 5 July. I damaged my phone
by dropping it in salt water so needed to order a new phone, which I did
through O2. I currently have two phones with O2 so this will be my
third. I'm a loyal customer.

I made it clear to the agent that I needed to pick the new phone up on
Sat from a London store. I was advised to simply select a store closest
to my hotel, which I did. However, on receipt of the order I establish
that your Broad St store is closed on Sat and Sun. I therefore made
contact again via webchat and asked for the uplift to be changed to
another store closely, as I know there are quite a few with a couple of
miles of the Broad St store. No one could help and the responses felt
automated with no empathy never mind customer service.

I then asked for the order to be cancelled and a new one placed. I was
told this could be done and I would need to place a new order and I
would need to cancel the order.

I suggested that someone call the store manager at Broad St and ask them
to deliver the phone to another store nearby where I could pick the
phone up. At that pint I was disconnected.

Firstly surely you want to provide a much better service than this. It
truly felt that nothing was possible. For a technology company I'm
astonished that a simple request to change a delivery location within a
2 mile radius isn't possible. This is all the more surprising given I'll
now be paying in the region of £1,500 to O2 each year.

Can you please please help me with a simple request to allow me to
uplift my new phone from a nearby store to the Broad St store on Sat 4
July. Surely this simple request is within the gift of a blue chip
organisation such as O2


Can someone please help me

[PhoneChanger]

Webchat is only useful for very basic enquiries, for something more substantial, such as yours it is always better to give customer services a call. People on this forum are fellow customers such as yourself and can only offer some advise.

I know this isn't the solution you want but an option would be to place a new order for the store you wish to collect from then, once back in the UK, contact O2 regarding the uncollected order at Broad Street and arrange the cancellation that way?

If you have Wi-Fi where you are, and you have access to TuGo (via another phone, tablet, etc) you could always call the Broad Street store directly on 020 7256 6008 and request the cancellation or alternate collection through them.

[Toby]

Hi @Anonymous,

I'm Toby, the community manager, please see if @PhoneChanger advice is helpful and if you continue to run into trouble, send me a private message and we'll talk.

[Anonymous]

Dear Toby if I had a phone that was working I would have called customer services. However, due to the excessive tariffs calling from USA this would have cost me a small fortune. Also you have decided to abandon your customer services email line and now direct customers to the webchat, which I tried unsuccessfully as the answer was always no I can't help you. The service is poor. I've explained in my email post that my phone was damaged hence the reason I was buying a new one so it should be apparent that I can't call customer services without using a landline which would be very expensive indeed.

This is the reason I've used the community webchat as I knew it would prompt a response as it has. Disappointed though you are not able to call the manager at Broad St and ask him to have the phone delivered to another O2 store within walking distance to allow me to uplift the phone on Saturday. Surely that would be easier than continually engaging in correspondence with me. Do you think this is good customer service?

Can you please help me and avoid me having to endure more pain. If not I'll simply cancel the order and place my order with Vodaphone inc all future orders. This is avoidable.

I also intend writing to your CEO as this is shocking service.

Mr A Duckett

[Anonymous]

While I agree this isn't a good situation I am afraid I disagree with you that it's shocking customer service and I really don't think it needs to be taken to CEO level.

A complicated situation was made more complicated by you changing the goal posts - OK i accept that in a perfect world every company will always offer us the service we require, and most of the time they do, but we all know the last thing to do with a company when they are dealing with you is to change things.

Don't get me wrong I am not having a go at the OP I just think the OP needs to look at this with this in mind.

[Toby]

Hi Mr Duckett,

I shall answer your private message shortly and we'll see what can be done for you.

[ewanrw]

Have to agree, its hardly appalling or worthy of CEO attention.

And as for going to Vodafone, I assume the you've seen their recent customer satisfaction results - bottom of the pile last two quarters. Perhaps using a landline/alternative mobile, altho' the expensive option would have been the best option.

ewan