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]

ombudsman available at 08450501614

[perksie]

O2 Complaints Review Service is here:

http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE?New,Kb=Companion,question=ref%28User%29:str%28Mob...

[Anonymous]

ofcom offer a service under which you can find out if o2 has an alternative dispute resolution scheme...just google ofcom if you cannot come to some sort of agreement with o2 after eight weeks. keep all evidence of every contact with o2. but don`t rely on them to send emails of copies of chat conversations...it doesn`t happen. use emails or print the chat off yourself. you can complain to ofcom itself and if they get enough complaints of a similar nature they will investigate

[Anonymous]

Just feel the need to chip in here, I have used the chat service twice in the last week and was very happy with the service. Don't laugh, but from working in an extremely busy office where the phoe constantly rang, I actually hate using phones! Sp chat is a great option for me, the key is always save a copy!

I have to admit that my cause for the 2nd chat was because something that was promised during the first one didn't happen, but when I contacted them again i simply copied that part of the chat into the 2nd one and within 2 minutes my issue was fully sorted.

On a side note: As far as outsourcing call centres and chat facilities, it's done everywhere now, even local governement do it. It is disgusting, not because of where it is, but mainly because the people who work there know nothing about the service or product and often have to work to a 'script'. That never has and never will be good customer service. But it's not specific to o2!

[perksie]

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@Anonymous wrote:
On a side note: As far as outsourcing call centres and chat facilities, it's done everywhere now, even local governement do it.

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 All O2 call centres are UK based, any other form of contact may or may not be, I think it varies with demand.

[Anonymous]

yes ideed. i made a mistake in not getting a copy!!!! i too have the online chat service previously and with good results my issue is that the chats i had previously were recorded with o2 this particular chat (i.e the one where i was given the wrong info) was not!!!! since then have used the service twice and both times requested a copy of the chat via an email. it hasn1t happened on either occassion?????????????

[Anonymous]

Can you not print the chat just so you have some proof?

[Anonymous]

Hi all I copied and pasted mine before coming out of the chat as there was info I needed to refer to.

[Anonymous]

yes either print or copy and paste it. but i din`t anticipate the need for this at the time. believe me have learnt not to trust o2`s chat online service but in the meantime i have a huge bill i cannot pay because i was given the wrong information and the copy of that particular converstaion went missing, despite o2 having records of my other chats using this service!!!!!

[Cygnetuk]

I have given up totally with O2 after the debacle I am stuck with.

I tried to buy a phone on line last Friday and after taking my card details the site couldn't connect to my banks server for payment verification, so the order was never completed. I eventually purchased from elsewhere

This morning I look at my bank account to find I can't get any cash out as they have the transaction  for the phone in their system and are reserving the funds. Lloyds TSB/Bank of Toytown says its O2 who need to tell them to cancel the pending payment.

O2 says nothing they can do to help and I have to wait till 7 days are up when the bank will automatically cancel the held transaction. All well and good but I am disabled and unable to work due to a chronic illness so on a low income and this "transaction" is saying I will be overdrawn and I would like to buy some food and diesel for my car ! So far I have spent 3 hours trying to resolve this issue and am still no nearer.

O2 are maintaining it isn't their problem, which is very strange because it was their web site that screwed up ! Roll on November when my contract expires because I will never deal with O2 again and will certainly and at every possible opportunity let people know about the "service" I  have received