Customer Loyalty

[Anonymous]

Just a quick thing if your reading 02, your customer loyalty scheme is pretty non existent. I have been with O2 for over 10 years and have received absolutely nothing if return. I have been reasonably happy until recently, the customer service has become very shoddy , no one ever answers the phone, the web chat people do not understand my questions. Yet I can't leave because I'm locked into a contract. I recently lost a phone and received no help whatsoever, I was simply told I could buy a new one. Please have a long hard look at how you treat your long term customers if you want any repeat business from anyone in the future. Also, no email address for complains?! Bit of a joke to be honest.

[Bambino]

£430 to find out that customer service is no different on any network. Smart. 

[perksie]

---

@Anonymous wrote:
I recently lost a phone and received no help whatsoever, I was simply told I could buy a new one.

---

You're asking rather a lot if you didn't have the phone insured, there's nothing they or any other company could have done.

[Anonymous]

You could have picked up a very decent phone for that amount of cash.

[Anonymous]

---

@Anonymous wrote:
I agree. I have wasted three hours trying to talk to 02 regarding my account.
Finally, I did talk to someone.
But, I've now decided to bite the bullet, pay the £430 - just to leave them and move to someone with better customer service.

---

O2 statistically have the highest customer service satisfaction and least complaints to the regulator ofcom, and have had for a number of years.  But don't let that put you off leaving for another phone network in the hope that they are better for you.

[MI5]

---

@Anonymous wrote:
Let's hope the alternative network does give good service , signal and don't raise their prices and answer the phone quickly.

I'd suggest you check other network forums and you may find a similar pattern !!

---

You forgot "gives out free phones"  

[Anonymous]

---

@Anonymous wrote:
Just a quick thing if your reading 02, your customer loyalty scheme is pretty non existent. I have been with O2 for over 10 years and have received absolutely nothing if return. I have been reasonably happy until recently, the customer service has become very shoddy , no one ever answers the phone, the web chat people do not understand my questions. Yet I can't leave because I'm locked into a contract. I recently lost a phone and received no help whatsoever, I was simply told I could buy a new one. Please have a long hard look at how you treat your long term customers if you want any repeat business from anyone in the future. Also, no email address for complains?! Bit of a joke to be honest.

---

Reading between the lines here, correct me if I'm wrong:

- You have a contract with O2 for a handset

- You decided not to insure the phone

- You lost the phone

- O2 didn't just hand you a free phone out of the goodness of their heart

- You think they should have, just because you've been with them so long

If I'm right, then O2 refused to hand you a new £400-£600 handset because you could have avoided the situation had you insured the phone.  The fact you didn't, was your choice and yours alone.  You took a gamble, and it backfired. 

[Anonymous]

Sorry to piggy back on this thread, but the site will not allow me to select a board to post to.

Trying to contact O2 disconnection team, a recorded message has told me "there is a queue of more than an hour to get through to an advisor. Please try again another day" I wonder why. Seriously O2 are becoming a shocking company.

This is on top of a complaint which has not been responded to in the allotted time. In 18 months of complaint only once have I received a response, who asked me to put it all in writing. Again. Guess what........ Nothing.

[Anonymous]

---

@Anonymous wrote:

Sorry to piggy back on this thread, but the site will not allow me to select a board to post to.

Trying to contact O2 disconnection team, a recorded message has told me "there is a queue of more than an hour to get through to an advisor. Please try again another day" I wonder why. Seriously O2 are becoming a shocking company.

This is on top of a complaint which has not been responded to in the allotted time. In 18 months of complaint only once have I received a response, who asked me to put it all in writing. Again. Guess what........ Nothing.

---

O2's live chat can handle diconnections too, without the wait times.  If you've sent a complaint off 18 months ago and had no response, you should go to Ofcom with it.

[MI5]

I think there is more than 1 complaint been talked about ?

[Anonymous]

Funny that, I have who, advised me to put things in writing to O2, I did that..... no response. The live chat is offline.