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?

[Anonymous]

Hi guys,

This is really going to upset the O2 people in here. But saying that a court case regarding O2 stating they won't guarantee service would be thrown out is rubish.

O2 would be pretty quick to take me to court if I wouldn't guarantee to pay them each month.

The court case is more likely to be about should it be classed as theft, for taking money with out providing the stated service or fraud, for charging for a service they are failing or unable to provide.

writing the fact they can't guarantee service into the T's and C's is leaving them no defence and to be honist is down right stupid.

It's not nit picking. If your paying for a service you expect it to work and be usable as stated, and thats what OffCom are there to inforce. So if you have 1000 any time minutes, you expect to be able to pick your phone up and call someone with out any problems and your paying line rental so you expect people to be able to ring you.

I have had consistant problems since before summer with call drop out, text messages failing to send, no service desplayed on my handset and peoples calls going to answer phone when the phone is on and showing good signal. My account has a list of notes on it as long as your arm.

I have spent the last 6 months being told by O2 customer services it's my phone/sim card at fault. I have used different handsets meaning services I pay for (as a blackberry user) couldn't be used as I don't have a spare blackberry, and I have a shiny new sim card too with no change to the problems.

I have always been told I have good coverage in the areas I work and live, thats the first thing I checked before taking out the contract.

I called up at the start of the month and was told the signal in my area was 'weak' at best and worse at work. Which is odd as the phone seems more reliable at work and the mobile internet works faster there.

I pointed out the fact this was not what I was told over the last 6 odd months and that if that was the case I was miss sold the contract in the first place as it was stated my coverage would be good.

Understandably this left the customer service rep lost for words and I and I stated I would write to O2 in line with the T's and C's giving them 7 days to sort my problems out to a satifactory standard or I will be ending my contract with 30 days notice and no penalty fee.

I am waiting for O2's responce.

You are not completely tied to a contract.

If the service provider is failing to provide the stated service you are with in your rights to cancel with no penalty.

That being said, a one day disruption won't void your contract. Blackberry inernet failed last year for 4 days. These thing can and do happen and can not be avoided.

However, the problems I am having are not isolated incidence, they are on going over a long period of time and customer services do everything they can to avoid accepting fault, including, aparently lieing to me for 6 months about my network coverage strength.

One soon to be ex O2 customer.

Ben.

[Liquid]

In your case my friend if you have paperwork stating that your areas service was fine when you took out the contract, you'll be able to break contract without penalty as it was mis sold.

I would love to see someone win a case against a companies T&Cs. Unfortunatly you accept them upon signing up to the contract so I think you may be at a loss otherwise.

Then again clever wording and lawyers tend to be able to get around most things haha

[Anonymous]

Ben,

@ "o2 would be pretty quick to take me to court"

Exactly my point! O2 are cut throat when a customer breaches T&C's and have much more financial power to do so in comparison to customers.

I can appreciate you are accusing o2 of having sold a faulty service to you but they only breach "loss of service" if you can not use the service for 24 hours+. On this occasion you will in fact have to continue to wait till the end of your contract. Going to court or trying to cancel is counter-productive

However the misinformation (phone/sim card fault) is disgusting. Again o2 customer services are taking things into their own hands and without having seen or tested your phone are happy to lie to mislead you. I feel this culture of getting away with lying is disgusting.

O2 staff have some sort of "I am always right" attitude towards customers which needs to stop. Please call o2 and put forward your confusion, how you have been mislead - whether it be the last person you spoke to or the bunch of liars that would point fingers at all variables other then the service it self - Someone in the chain has lied to you ending up in you having to buy a new phone (or atleast making you think you need a new one) for nothing! (makes me angry)

Let us know what their response was and write down the name of every o2 member of staff you deal with and ask for permission to record the call before allowing them to speak their rubbish "to fob you off".

[Bambino]

Firstly, let me clarify that I do not work for O2, nor any other mobile phone provider.

There is no fraud. There is no theft. There is no guarantee of service. Just so you are left in no doubt, here are direct quotes of the Terms and Conditions from the major network providers.

Vodafone:

3    Services and coverage

We will try to give you the services when you want them. However, due to the nature of mobile technology, it’s impossible to provide a fault-free service.

Orange:

what we aim to provide in the UK

3.1 We will take all reasonable steps to make the Services available to you at all times. The Services are only available within the range of the base stations that make up our Network. We cannot guarantee a continuous fault free service. Please note that:

3.1.1 the quality and availability of Services may sometimes be affected by factors outside our control - such as local physical obstructions, atmospheric conditions, other causes of radio interference, features or functionality of your Device, the number of people trying to use the network at the same time, and faults in other telecommunication networks to which the Network is connected.

T-Mobile:

3. Our Services
3.1. We will always try to make the Services available to You but sometimes they may be unavailable as a result of, or be affected by:
3.1.1. things like the weather and faults in other networks; or
3.1.2. degradation, congestion or maintenance requirements of the Network including (but not only) re-positioning and/or decommissioning of base stations.
3.2. At any time Our Network comprises lots of different types of technologies. The Services are made available provided You are in range of base stations 
forming part of the relevant technological Network when trying to use any particular Service. 

Three:

We’ll provide our Services within Three’s network area
but it’s always possible that the quality or coverage may
be affected at times.

Virgin Mobile:

4.1 Availability: We will try to make our Services available to you at all times but quality and availability could be affected by factors outside of our control, such as the weather, or faults in the Network or any other networks used to provide the Services to you. The Network we use for the provision of our Services may from time to time need upgrading, maintenance or other work which may result in interruptions or unavailability.

When you find a network provider who will guarantee no outages and fault free coverage, please let us all know so we can sign up. 

[Anonymous]

@Bambino 

Sorry but there is no need for you to waste time googling other network terms as this post is related to o2 lies or weak paraphrasing of T&C's. Misleading people or managers disregarding complaints.

Lets not draw focus on the outage - the faults are in the customer service department and o2 are in control of preventing cowboy errors.

If anyone else does not understand the purpose of this thread please refer to the original post.

[Bambino]

@ ISq

I believe your original post in this thread was raised because you phoned O2 about the outage. If the customer service advisor paraphrased a network term it really isn't a big deal. Hardly worth calling him a liar, and I think your reaction is slightly OTT. You say you were compensated for this supposed paraphrasing. Did you not get what you wanted? 

My post, however, was not really directed to you, but more to @Benny314, who really does have the wrong end of the stick regarding his statutory rights. I posted the terms of the other providers for him to understand that there really is nowhere to go when it comes to how customers on all networks are treated when it comes to situations like this. Sometimes threads go off on tangents. It happens.

[Anonymous]

I can not believe you guys think expecting O2 to know T&Cs and managers who act like they are refering to them - starting sentances with "the T&C's state..."  is "OTT"

In all fairness to myself I have opened up a question on whether people believe it is okay for managers to speak the way they do and the general opinion (apart from Liquid's response) are geared towards it being okay.

This is fine by me but on the back of Benny's experience the "lie based responses" from O2 are quite evident and this is a problem whether this community agrees or not.

Saying "365 days" reflects an employee who should never have become a manager. OTT or not, it is a schoolboy error. Telling people to order new phones and sims should never have happened - If O2 prides themselves on being one of the best carriers in the UK then anyone representing the company should maintain the image as opposed to destroying it

[Toby]

Hi everyone,

There are lots of strong opinions in this thread, with lots of comments I can raise with my colleagues.

I want this discussion to continue, but as I have already said, keep it constructive and respect each other, regardless of how different your opinions are. I do not want to lock or remove this thread. It is important for everyone to have their say and it would be shame to have to stop it.

Thank you.

[Anonymous]

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@Toby wrote:

Hi everyone,

There are lots of strong opinions in this thread, with lots of comments I can raise with my colleagues.

I want this discussion to continue, but as I have already said, keep it constructive and respect each other, regardless of how different your opinions are. I do not want to lock or remove this thread. It is important for everyone to have their say and it would be shame to have to stop it.

Thank you.

---

@Toby - Thank you. I am happy to respond to anyone who has any constructive feedback on my experience with O2

[sheepdog]

I'll leave this thread and give IsQ with one question to ponder: can you honestly tell me you could perform your job day in day out without making errors? I certainly can't in mine - even things I've done over and over and I'm the most experienced & trusted person to do the work (non-CS and IT related and does have a big knock on effect to many parties).