Customer Service

[Anonymous]

I brought the subject of customer service up back in 2012 when I received some poor, in my opinion, service. It's reassuring to see that in 2014 nothing's changed.

I have four contracts with O2 and I think now is the time to take my business elsewhere. I ordered a new phone yesterday to be told it would be delivered today. At 8pm last night I got a text message to say that the phone was out of stock and that they would let me know when it was back. I decided to log into myo2 tonight to see if there was an update. There was. Without any form of notification from them they have camcelled my order. I rang this evening to ask why. Unbelievably no one can tell me why it's been cancelled. To reorder the phone I have to go through the whole application again. I did it yesterday and it took me best part of 45 minutes. I appreciate this is a legal requirement but I did do it yesterday and it isn't me whose cancelled the order. I politely said to the lady on the phone that I wasn't prepared to do it again and I appreciate it wasn't her fault.

I've been a customer for 20 years+. The saying that springs to mind is "absence makes the heart grow fonder". After all these years it's time I feel to say goodbye. In a business which I accept is fickle, it would be nice to think that such a long standing customer may be made to feel important.

Goodbye O2. As Big Chris said in Lock Stock "It's been emotional".

PS. At the time of finishing this post I still haven't had notification from O2 they've cancelled my order.

[Anonymous]

No, it was an iPhone I ordered from them.

I think what I am most annoyed about is the complete lack of communication from them. They still haven't actually notified me that my order has been cancelled. Likewise, I am awaiting a refund of the monies that I paid them.

Does anyone have any experience of the 3 network? They seem to have a very good SIM only offer of £25 per month with unlimited calls, texts and data. It will also work in the US and abroad and simply taken from your allowance. This sounds quite good but I have no experiece of 3. Perhaps I will take a suggestion made in this thread and buy a PAYG SIM on 3 to see how their network works for me before committing to a longer contract.

[Cleoriff]

Hi @Anonymous  I think this all depends on the area you live in if honest? Three is well known for getting the best coverage in my area...but it may be completely different where you are.

Yes they do work abroad as you say and everything is taken from your allowance.

I would suggest that you get a PAYG sim and see how you get on with 3 before you commit to a long contract.

Hope all goes well for you...

[Anonymous]

Thanks @Cleoriff I am going to try the PAYG SIM option and see how 3 works for me.

I like the fact that the 3 tariff lets you use your phone abroad and simply takes it from your allowance. Also like the option of unlimited data.

[Bambino]

I believe @MI5 uses Three on one of his devices. Perhaps he can give you some info. I'm also toying with switching to Three. Just been lazy and haven't gotten around to it yet. As @Cleoriff suggests, it's a good idea to try it out first before committing to a contract.

[MI5]

Yes, indeed, I have a Three sim in my tablet with unlimited data and tbh it works great for what I need. The most demanding work it gets to do is stream Sky Sports when I'm away from home which it handles no problem with a good enough signal and speed in the places I visit

[Toby]

Hi Gubsy,

Sorry to hear about this. Have you had a cancellation notification yet?

[Anonymous]

Hi @MI5 thanks. I'm definitely going to give 3 a go. Trial it firsy on a PAYG and take it from there.

@Toby No, I've not had a cancellation notice yet. If I hadn't rung o2 myself when I saw it had changed online I'd still be none the wiser.

[Anonymous]

Hi @Toby No, I've not had a cancellation notice yet. If I hadn't rung o2 myself when I saw it had changed online I'd still be none the wiser.

[Anonymous]

@Anonymous @MI5 @Anonymous @Cleoriff As suggested by you all I have now ordered a PAYG SIM for the 3 network to test their coverage. If good, I'll move all my o2 accounts.

Loyalty is a two way street. I've given it for over 20 years to o2 let's see how much they care and if they respond in any way with a gesture. If not it's tatty bye with me and my 4 accounts.

[MI5]

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@Anonymous wrote:

Loyalty is a two way street. I've given it for over 20 years to o2 let's see how much they care and if they respond in any way with a gesture. If not it's tatty bye with me and my 4 accounts.

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We wouldn't want to see anyone leave but I don't believe there is any "loyalty" in some businesses these days.

Contracts are fulfilled by both parties and the customer then chooses to stay or go and the cycle starts over.

It's unfortunate, but it seems the way it is with certain companies.