Just thought I'd share :)

[cyrillicguy]

Hi

Just paid off a Device Plan on one of my O2 lines and got it diconnected. During the whole thing the Retentions Team fella asked me the usual "what are your reasons for leaving" thing. Told him in all honesty that was dissapointed by customer service, complaint handling etc. His reply was: "But we won an Ofcom award for..." (whatever the award was, can't remember now).

So I'm sitting here trying to understand how on earth that award thing was meant to eliminate my dissapointment of what I class as an extremely poor service that I had to experience :)....

[Cleoriff]

Hi @cyrillicguy

Sounds like the guy in retentions had no answer for you...so he came up with a lame excuse...

[cyrillicguy]

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@Cleoriff wrote:

Hi @cyrillicguy

Sounds like the guy in retentions had no answer for you...so he came up with a lame excuse...

Although I was polite enough, I told him all the truth as it was, and seemingly (judging by the tone of his voice) he got somehow offended by that. No point asking then...

[Anonymous]

I'll freely admit if I'm ending a contract and don't want any questions I just say my boss has put me on the corporate network.
Notably my boss is my hubby 😀
I guess its retentions job to try and keep you but it only annoys me more if I just want to leave.

[MI5]

We hear a lot of negative complaints on here (and I've suffered from bad CS myself too) but it's the nature of forums.
I'm with EE for work - Now if you want truly appalling CS I can give you their number

[Anonymous]

My time on giffgaff changed my outlook on customer care, because I realised that some people were naturally inclined to offer good service, whereas others will never quite get the hang of it, no matter how much training that they receive. The same is probably true of most call centres, and even companies like O2 and First Direct, who regularly win awards for customer satisfaction, are just as capable of delivering shoddy service. 

Unfortunately, so long as those companies are receiving customer satisfaction ratings of around 75% or more, the fact that the other 25% might be unhappy, isn't really a problem as far as they're concerned.

[cyrillicguy]

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@MI5 wrote:
We hear a lot of negative complaints on here (and I've suffered from bad CS myself too) but it's the nature of forums.
I'm with EE for work - Now if you want truly appalling CS I can give you their number

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I'm not even going to attemp arguing here - we've got 4 networks here in the UK, and none of them...none (in my opinion, of course) provide what I could call a truly customer focused, problem solving oriented customer service. It does not really matter who you are with.

I'm trying to be a pure pragmatic here and knowing that they are all far from...not even perfect, far from acceptable if I may, I choose the "best of the bad bunch".

Still got 2 lines with O2, for one and only reason - TuGo. No other similar product from other networks (WiF calling, Three in Touch) offers this kind of cross-device and cross-border flexibility.

Refresh  style contracts do also help. Would never commit myself for 24 month with any network.

[Cleoriff]

I consider myself really lucky in a way......Now I rarely have to contact CS for anything unless its an issue with my account.... and that doesn't happen often...fingers crossed)

If I need any other advice at all...about phones, tablets and even my laptop... I just ask here and it gets sorted within minutes usually.

So for me, this is actually the advantage of being a member of this forum 

[MI5]

This place certainly helps.

[jonsie]

Let's hope it stays as is when Three are in the driving seat. ...