Guru's questions

[Anonymous]

If you've got any technical questions, post them here and myself along with my other Guru colleagues will try to assist you as best we can, or find the information for you

[Anonymous]

I have to say I'm finding this quite frustrating. Despite twice saying you would find out the answer to any question you didn't know, you have referred me to customer service. I don't see the point in soliciting questions if you are not going to answer them.
The answers to the other questions have been well meaning but incorrect.
I'm very gratefull and delighted that there is an official presence here, but from a customer's point of view its infuriating to be passed from 'department' to 'department'.

[perksie]

That is what happens now, folk come to the forum with their problems and we try and help.

If O2 staff were to visit and participate, it would be a great help.

This is something we have been asking for.

When you have half an hour to spare take a look at the Plusnet or Vodafone forums to see the number of replies and help given by members of staff.

It doesn't happen here, except on rare occasions, then they disappear and are hardly ever seen again.

One or two have even posted replies with something of a holier than thou superior attitude, albeit with one or two notable exceptions, that is not designed to win friends or influence people.

[Anonymous]

I'm just trying to grasp exactly who you are. The forum rules state that you shouldn't 'out' yourself as an O2 employee so as not to be representing the views of O2. So were you led to this forum by your employer, O2, to answer questions left by other members or is this just something you have thoughtfully thought of doing on your own back?

Only thing is if you have been instructed to come on here by O2 then I would have suggested they give the position to someone in customer services rather then from the retail end of things. Just a thought.....

[Anonymous]

I apologise to those who feel this isnt working for them, but please note that the guru's work in stores so our participation will be limited.

Hopefully as this forum thread spreads through the Guru community we can give a more concise and better service to the customers out there, but please be patient with us as I say we are in store so we do have limited access to the forum at times due to store commitments.

If it is found that this is not working at all (i.e. not enough people can register to provide support on here) it will be removed from the forum. We are treating this as a "trial period" where the effectiveness is being checked over the next few weeks.

Once again I apologise to those who have been disappointed by this service, and will be monitoring the effectiveness of this forum thread. I am aware that others of its kind (through other companies) are successful and this has been on the run since yesterday so its brand new

[Anonymous]

That is what happens now, folk come to the forum with their problems and we try and help.
If O2 staff were to visit and participate, it would be a great help.
This is something we have been asking for.
When you have half an hour to spare take a look at the Plusnet or Vodafone forums to see the number of replies and help given by members of staff.
It doesn't happen here, except on rare occasions, then they disappear and are hardly ever seen again.
One or two have even posted replies with something of a holier than thou superior attitude, albeit with one or two notable exceptions, that is not designed to win friends or influence people.

I agree with you, I really do, but if you do leave a message which implies you work for the company and actually do know what your talking about then you are moderated and giving a ticking off!

[Anonymous]

I apologise to those who feel this isnt working for them, but please note that the guru's work in stores so our participation will be limited.
Hopefully as this forum thread spreads through the Guru community we can give a more concise and better service to the customers out there, but please be patient with us as I say we are in store so we do have limited access to the forum at times due to store commitments.
If it is found that this is not working at all (i.e. not enough people can register to provide support on here) it will be removed from the forum. We are treating this as a "trial period" where the effectiveness is being checked over the next few weeks.
Once again I apologise to those who have been disappointed by this service, and will be monitoring the effectiveness of this forum thread. I am aware that others of its kind (through other companies) are successful and this has been on the run since yesterday so its brand new

OK so it would seem that you are doing this on the instructions from those above.

Then I really do ask, not of you but of anyone watching, why give retail staff the job of helping with technical queries? Surely the main role in store is to sell, upgrade and help with small or easy enquires.

The amount of times I have been in store and heard the wrong advice given to customers astounds me. It's not the retails staffs fault but you obviously are not given the training or resources that customer services have and as you have already done and pointed out yourself, there are things that you simply can't answer and need customer services help with.

[Anonymous]

This isnt something that has come from anybody higher up, this was a discussion between other guru's who thought it would be a good idea. The company itself has not asked us to do anything like this at all.

It would appear that this forum isnt working (even though we had good intentions in this, and as someone had said before this was something the customers had asked for in previous). I'll get the thread removed from the system, so that anybody who wants technical support can continue to either visit their local store or contact the customer services.

Apologies to all who have been disappointed by this experience, and hopefully in the future something similar can be run by a team who can dedicate their full attention to such a thread.

[Anonymous]

If you can help then great But like I said before, it's something that members want and help that staff want to give but are restricted to by the forum rules.... :womanindifferent:

[Anonymous]

always a pain lol, but what can you do eh?

I think it best to scrap this now before things get a bit too far along and cause more harm than good...at least we gave it a shot though, and as I said before hopefully the company may be able to set something similar up where they have a dedicated team who dont have store responsibilities...stores (especially at the weekend) are always a pain so any input the guru's have is based on what spare time they have really

[perksie]

Well less than a day and the original post is gone, and it appears the experiment is over.

I still maintain we need an official O2 sponsored presence on this forum.

Thanks for trying coventry O2 Guru.

Disappointed! 😐