O2 Manager - A Liar

[Anonymous]

So I rang o2 when the network went down and was told by an o2 manager; there is a T&C in my contract that says

"o2 will not guarantee service is up and running 365 days a year"

As I had the T&C's open I asked for him to point out where this new condition was on the contract and when it was applied as it was not in there on the last outage. He told me it was on the T&C's.

Then I asked if it is there, what about leap years? 366 days in the year? He stopped, told me to give him a minute so he could find it whilst he put me on hold.

He returned and asked me to read section 2.2 (thick walls/atmospheric/geographic effects on a fault free service). I repeated my request for him to point out where I agreed to to the 365 day condition where o2 does not have to give me the service he went to find out about and he then told me to read 2.2. again and asked does this not mean we are covered for 365 days?

For a joke I said well in a leap year are you therefore guaranteeing me I will get a fault free service for one day of the year... He could not answer that,

Are o2 allowed to manipulate T&C's and reword them and make things up as they go along? Are managers allowed to defraud customers?

If so I am finally leaving o2 when my contract is up - these guys not only have a faulty network - their managers have faulty brains!

O2 have given me £30 in order to prevent me from going to ofcom and acceptance of his imagined clause in the contract... does o2 have a rule in employing incompetent managers only or is it just this single individual?

[Liquid]

Not sure if I should take offence to your post haha.

Got to agree with sheepdog if you have such distaste of O2 you know where the other networks are:)

[jonsie]

£180 of credit in 5 months, wow! Not sure O2 wouldn't be too unhappy if you bought out your contract and moved.

[Liquid]

I believe all O2 staff should be forced to recite T&Cs word for word each day or they're sent home in disgrace.

I would hate it if O2 staff were given set sheets of phrases they can recite from. Like the gurus they'd be almost impossible to talk to.

[perksie]

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@Liquid wrote:
I believe all O2 staff should be forced to recite T&Cs word for word each day or they're sent home in disgrace.

I would hate it if O2 staff were given set sheets of phrases they can recite from. Like the gurus they'd be almost impossible to talk to.

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I would love to meet the manager who can quote verbatim every word from the terms while dealing with an awkward customer.

It isn't going to happen, surely they must be allowed to be human.

I can't help thinking the OP is what in law is described as a vexatious litigant.

[jonsie]

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@perksie wrote:

I can't help thinking the OP is what in law is described as a vexatious litigant.

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 I had to look that up but you may well be right.

[Liquid]

Perksie you can't use words like that even in Latin:P haha

I believe the word pedantic is appropriate.

I wish the op the best of luck with his new carrier:)

Sorry for being a below average individual

[perksie]

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@jonsie wrote:

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 I had to look that up but you may well be right.

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Sad really but I'm sure people who carry on like that don't have a happy life, shame!

[Anonymous]

@Sheepdog - I have no plans in leaving O2 until my contract is up for renewal. The last few months have seen the accumulated funds being depleted and for every 10 members of staff I speak to there is always 1 who knows how to speak to guys like me.

I do not believe the network has any major issues, the T&C's are quite clear. This thread is directed at the employees lack of care/knowledge when interpreting signed documents. Paraphrasing is okay (i.e. "O2 can not guarantee service 100% of the time") but setting deadlines or time limits (i.e. "365 days of the year") is not.

As far as I am aware O2 predicted the nature of "bad apples" and therefore included a clause in my contract for not being totally responsible for bad customer service.

@Toby - Many thanks for your response. It is unfortunate O2 experience financial loss on the back of tiny errors. If I decide to upgrade away from O2 due to the numerous errors customer service staff make it doubles up to a losing customers who had bills paid via goodwill gestures.

[Anonymous]

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@perksie wrote:

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@Liquid wrote:
I believe all O2 staff should be forced to recite T&Cs word for word each day or they're sent home in disgrace.

I would hate it if O2 staff were given set sheets of phrases they can recite from. Like the gurus they'd be almost impossible to talk to.

---

I would love to meet the manager who can quote verbatim every word from the terms while dealing with an awkward customer.

It isn't going to happen, surely they must be allowed to be human.

I can't help thinking the OP is what in law is described as a vexatious litigant.

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Interesting post.

I can appreciate the mojority of people do not read T&C's before signing a contract. But when there is a problem the same majority of people read those T&C's to work out if their "screwed".

A few O2 customers like to know how they can be "done over" by a service provider in advance. Those T&Cs are important; managers at minimum should have the decency to refer to T&Cs before "reading them off the top of your head" - I am sure we can all agree it is like an artist on stage who forgot their lyrics - if using memory to read T&Cs is an employees goal then why should they not memorise those T&Cs?

In all fairness many O2 customers lost their service. Some could not even get through to O2, maybe left stranded or needed the police. Due to conditions put in place by O2 no one is expecting compensation as we were back up before 12am (24 hour term).

10% of 02 users were left uncompensated 

O2 managers should have been emailed the exact words to how O2 helped them "have one over the customers" as opposed to allowing a "big boss" - "know it all" - "I don't care if you complain about me" attitude.

@jonsie - Yes - why make agreements on contract if you can reword/change them as you please right? May aswell reword the terms preventing a return during 14 day cool off period from "if damaged" to "if used" and never honour agreements?

[Liquid]

I can honestly say I agree with misrepresenting the T&Cs should be addressed.

I do agree that you didn't ask for the managers interpretation of them, you were after specific facts.

I myself would be annoyed by someone's interpreting them for me when I am more than capable of reading them.

However tenacious I believe your reason for this thread I completely understand the need to address these inconsistencies. O2 staff are there to be a front man or woman to represent the company. I do not believe misquoting T&Cs would go down very well in O2s handbook(they have one?)

I also believe that "accepting" the T&Cs should be more of a two step authentication process. There needs to be a way to semi-force a customer to read them.

Weather it is a time minimum before your able to accept to scrolling down the entire page before accepting or even a message saying "are you sure you have read and fully understood the terms of your contract?"

People are all too quick to hit "yes I want it I don't care!!!" Then find they do not have as much leeway as they imagined they would.

The public needs educating somewhat.
My vast amount paid in taxes appear to be going to waste.