O2 Staff are so funny, a little initiative goes a long way:
After witnessing and being the victim of a disgusting level of service at the O2 store (two O2 store employees and store manager) I have been forced to take the matter in my own hands and write to you. Ray is the final call centre advisor I spoke to who kindly offered £10 credit to my phone (for inconvenience) and asked me to e-mail complaints.
After seeing the £10 compensation offer on priority moments I rightfully went out of my way to visit the O2 store to claim this £10. At first the advisor asked me to register to o2 priority moments, I told him I have and he asked me for “the code”. As my PAYG sim is not in a smart phone he told me he would get the “code” for me, reached for his computer and asked for my number and then my password for priority moments.
I am not the type of idiot who offers my password out in the centre of public stores; in my opinion his question was the equivalent of a bank cashier asking me for the pin on my bank card. I offered to type my password in instead and he gave me his keyboard to watch me type it in (what a guy). After he struggled to retrieve the “code” he explained his PC is not working and “changed browsers” to then ask me to type my password again. Again he claimed the “code” could not be retrieved and I have to call the o2 call centre. I did.
I called O2 and spoke to Shamina who questioned why the o2 staff in store would ask me to call her. Moving passed the confusion (spoke to her manager) she asked me to go back to the store so she could speak to the store staff. I obliged. When returning to the store a second time and watching the staff chat for 30 seconds I offered my mobile to a member of staff called Sid who gave me a funny look and spoke to Shamina. On loudspeaker (the recorded call) she arranged for Sid to honour the priority moments £10 compensation using an alternative “code” and apologise to the aggravated customer (my good self).
On this recorded call he agreed to and attempted to cut Shamina off, I stopped him (you may hear this on the recording) I had a final chat with her, she apologised and I waited for Sid to take a wonder in the back of the office, he returned and refused to honour the £10 compensation and did not apologise on O2’s behalf for the confusion and run around.
At this point I looked at the clock and questioned if all the time/hastle is worth £10 to me.However the store manager barged in to the situation whilst I was questioning questioned Sid why he would make an agreement with Shamina to then refuse to honour the agreement. He replied “the code” is not working and he did not know what he could do. Anyone would be disgusted at the inconvenience O2 staff thinks is okay to put people through.
So the store manager barged in, told Sid to work with another customer and begun to interrogate me with questions. As I rang O2 off a second phone he asked me “what network is your other phone on”. I refused to answer as my phone (Blackberry) had nothing to do with the £10 compensation. He asked me again, and again - I was getting frustrated and embarrassed (other customers in store) and his last attempts to force me to disclose who my provider was “is that phone on O2?” I lied and said no it is not to prevent him from further interrogation. My Blackberry is in fact on contract with O2 but I did not believe he had any right to question me about my second mobile.
I asked the store manager why Sid would make an agreement on a recorded call to O2 themselves and he responded “we do not follow their rules, we have our own”. I then asked if the O2 Store was a separate legal entity and to my alarm he responded “yes, we have our own rules”
At this point I decided the store manager was a liar and incompetent, he claimed he is going away to speak to his area manager at which point I noticed 90 minutes had passed – I cannot justify how £10 is worth more than 90 minutes of my time especially if I am being passed around in circles being asked to wait and being lied to – I left the store.
I did call O2 a second time, and spoke to Ray who placed £10 on my account for the hastle but could not offer any further support as an advisor – told me to e-mail complaionts and assured me O2 does take situations like this seriously and would look into this further. I promised to email you and let O2 know I am satisfied with ray’s try to resolve the issue, I do not believe the o2 call centre staff are at fault. Both Samina & Ray tried their best to get to the bottom of this complaint. It is the store staff I am disgusted with who come across as incompetent liars misleading me and trying to fob me off.
Funny thing is a supervisor (Jon) emailed me from o2 mycare claiming he tried to call me on a Sunday (I had no missed calls + full reception) and when going to the chat box complaints on O2 Website they assured me no one from Jone Liar's department works on weekends. Ha!
What do you guys think?
