Not sure if it's just me, but there seems to be almost a mountain of posts/threads about bad customer service from O2? ...I'd like to break the mould and post some recent GOOD customer service I've received.
It's not a short post - so pop the kettle on and bear in mind that I do not (nor ever have) worked for O2 or anyone linked with them. 
Following the recent iOS 7.1 update, my iPhone 5 decided to do the opposite of what the fixes were for in relation to the random rebooting. (i.e. not had an issue in 18 months until installing the new update, then rebooting once every few minutes - even during texting and phone calls). Frustrating enough for anyone, but even more so for me as my wife and I use our phones to text as our main point of communication most days due to her disabilities and cognitive issues, (she has Severe ME among other things) - so it's even more important that I have a fully functioning phone 24/7 365.
I'd already done the usual troubleshooting measures before ringing Customer Service (so the hard reset, a restore through iTunes to reset to a new phone, and a recovery restore for a total wipe, and yet still having the same random reboot issues - even with only the stock software on my recently restored handset. ...Anyway, explained my issues and I was initially greeted with "Apple only have a 1yr warranty" (I took our contracts out in Sept 2012), "will need to be sent away for a chargeable repair, or you'll need to take it to an Apple store" - until I explained that I couldn't get to our local (30 miles away) Apple store due to no transport nor could I leave my wife as I am her primary carer. And I wasn't prepared to pay for a "repair" that was out of my control due to software.
To cut a long story short, after I explained the Sale of Good Act (1979) and the EC Directive 199, Customer Service agreed to send me a free refurb iPhone 5 (to the same spec as mine) - on a exchange on delivery basis - by courier, and credit my account with £20 to cover a cheap handset and a £10 top-up new SIM so I can stay in communication with my wife. This resolution does not interfere with our upgrades in August (even though we will be moving to Android handsets then :smileyhappy:).
Even though the team processing the replacement order made a mistake which I was unaware of until after 5pm yesterday which meant it couldn't be sorted for delivery today (they arranged to send the refurb to my old address rather than my new one - which means the new handset I won't get until tomorrow) - they were completely up front and apologetic for the mistake and for the initial advisors being unable to offer final resolution (being an ex-Customer Service Manager I can appreciate that advisors can not always resolve queries in the first instance as the "slack" they are given is not always sufficent).
It's the same with any company who provide any sort of product or service to anyone. There are always teams or individuals who can (and will) help - it's just locating them and speaking to every member of staff along the way in a way you'd like to be spoken to yourself. Let's face it, it's not their direct fault you may be having issues...
So to balance out the negative threads and posts, here's a positive one to balance out the karma. 
Let's hope it all goes without a glitch tomorrow, as I recovery restore my existing handset ready for the exchange.
Hi @Anonymous
Really nice to hear of your experiences with your local O2 shop.
Just goes to show that A smile costs nothing and can mean everything.
Really nice to hear of your experiences with your local O2 shop.
Just goes to show that A smile costs nothing and can mean everything.
BoB, a smile is a curve that can set a lot of things straight = not one of my sayings = just one of the 'motto/quotes' of the day, on my once a day tear off calendar XXXXX 
It is good to hear there are more good experiences out there! 
With the exceptions mentioned in this thread, I wonder how many compliments go unreported to O2 - compared to the complaints (which must be a good few, they have their own department)?
I'm up, and waiting with baited breath by the front door today. Seems I can't track the delivery online (like I could yesterday) - will update you all when I have one
BoB, what does your foreign quote mean & what language is it please?
my family .....? :womanhappy:
My Family Is My Life = that is a good one ..... my old Grammar school motto was Possum si Vollo ( I Will if I Can) .....I thought it sounded latin as in latin america type of language, but pleased its classical latin ..... I did latin in 2nd year at CGS (Castleford Grammar School) to support my very poor English Language (English Literature I was good at) ..... I did not do the subject to GCE O level exam standard due to curriculum timetable clashing with other subjects I wanted to do more than latin, but if timetable had allowed I would like to have studied latin more because it did what the my 1st form English Language teachers wanted for me = improved my EL a bit ..... their choice to put me in latin class = German 1st year at CGS then either Latin or French ..... I found latin a logical language to study I think & I took to it quietly in my own way, I most certainly enjoyed it
Happy Day to You XXX 
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You've experienced both sides now of customer service and typifies the difference between the qualities of identically trained agents dealing with your queries. Such is human fraility 
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