I am totally disgusted with O2 customer services

[hendrikus]

I am totally disgusted with O2 customer services I contacted them about a week or two ago regards my early upgrades which is on 16 August however phone is playing up badly I ask if this could be pushed forward by any chance I was told at the time that they could do it on 5 August which was better than nothing however contacting them today got told they don't seem to have any information on chat (basically saying I am lying)  I am annoying considering been a loyal customer for years thanks 02 for making me feel like a mug!

[Anonymous]

So the "specific agent/department" is an outsourced contractor.........based where ?

A straight answer to this question would be very much appreciated.

[Anonymous]

Sorry if it wasn't straight enough; I'm trying to answer the question as best as I can...

I wasn't talking about outsourced contractors, I meant that we have have several departments in several office locations (Slough, Leeds, etc.). As far as I'm aware, these are all active on the online chat and there's not 1 particular place where the service is run from.

However as I said, I'm not fully up-to-date about the exact configuration of the service, but I'm happy to look into specific suggestions. Just drop me a PM.

Cheers,
Leonard

[GrahamF]

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@Anonymous wrote:
Sorry if it wasn't straight enough; I'm trying to answer the question as best as I can...

I wasn't talking about outsourced contractors, I meant that we have have several departments in several office locations (Slough, Leeds, etc.). As far as I'm aware, these are all active on the online chat and there's not 1 particular place where the service is run from.

However as I said, I'm not fully up-to-date about the exact configuration of the service, but I'm happy to look into specific suggestions. Just drop me a PM.

Cheers,
Leonard

Oh dear, Slough/Leeds, so it is outsourced overseas!! Sorry only joking  

Thank you for the answers Leonard, but as you can no doubt see from this forum people are generally unhappy with the level of customer service/after-sales care we receive from 02. Small gripes over tariff prices & upgrades etc.., but main complaint is the poor level of customer care. This alone will, in many cases, lead to people moving to another provider & should be addressed as a matter of urgency. Perhaps you could point this out to the "powers that be"?? Thank you. Graham

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[Anonymous]

Haha Graham

The community is such an important platform for raising specific issues. Feel free to drop me a message at any time if you have specific suggestions which you'd like to share. The same goes for criticism, of course. I will always listen to it and as long as it's constructive, I'll also make sure it's fed back into the business.

[Anonymous]

Leonard I have sent you PM so I hope you can sort it out.

[hendrikus]

Quick update.

I phone o2 upgrade team today as my phone stop working all together 

the guys was very helpful and upgrade my account , top marks to him  , still think o2 chat needs looking into ? As it seems lots of people having issue.

[Anonymous]

I have used chat for basic bill queries, don't think I would trust them with anything technical.

[Anonymous]

i agree 02 are useless, i will be moving asap. keep a printed copy of all chat, that is what i have done

[Anonymous]

write a letter of complaint to telefonica uk ltd
corresponance dept, 

PO BOX 694

Winchester

SO23 5AP

[Anonymous]

telefonica uk ltd, correspondance dept,

PO BOX 694

Winchester

SO23 5AP

write your experinces and to this address