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]

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@sheepdog wrote:

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). 

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Everyone is entitled to make mistakes and most people are sympathetic when being caught out. "I dont care if you complain about me" is deffo not the attitude I would demonstrate to my clients at all!!!

If I try to "wing it" I would be slaughtered by my employer - the manager I spoke to was obviously "winging it" and got to a point where we both knew he was in the wrong but he could not admit it.

Moving forward your contribution to this thread has been limited but usefull - thank you.

So you know - IF i was employed at O2 and was the manager, this experience would never have happened 100%. Their are some errors I would never make, talking about contracts without having the agreement in front of me is one of them.

[Anonymous]

Right, there was a nice little list of Googled T's and C's from other networks.

Vodafone (unless they've changed it since septmber last year) don't have any rambling excuses about being unable to provide coverage written into their T's and C's.

However me and my wife we're forced to leave them last year for the fact they were charging my wife for services she had cancelled and no one actioned so she was being charged with out her permission for services that were unavailable on her device (hence cancelling them, Vodafone 360 costs £5 and isn't available on iphone which my wife had upgraded to, she was also being charged for a handset insurance which didn't cover the iphone), and she started to have problems with her mobile Internet, again being charged for services not available.

I had also suffered with network connection issues, and my phone went to be 'repaired' (came back replaced) and the store minion lied constantly about the repair and would not give me a lone phone to start with. There code of practice stated they will provide a courtesy phone if yours needs repair.

They cancelled my wife's contract with out any argument, but considering they had blatantly broken their own code of practice it took weeks of arguments to end mine.

But and this is important considering people are saying service providers are not required to provide service. Vodafone cancelled both contracts as the stated services were not being provided and they refunded money wrongly taken from my wife for services she had cancelled but been charged for.

If you are paying for something and it is not provided there are actions that must be taken to resolve the issue by the customer and the provider. If either fail to take correct steps the other is no longer obligated to up hold the contract either.

O2 used to have some of the best customer service and network coverage (my end of the world anyway) around, which is why after being robbed and lied to by the good people of Vodafone I came back. Alot has changed in 4 years, and the reason this thread has been started is down to the simple fact customer services seem to have decided they don't have to help customers out or resolve problems, but instead pass you back and forth to people who give you a different story each time and only ever tell you it's your equipment at fault not their old and apparently failing network.

[Anonymous]

FINALLY! Someone can define the purpose of this thread:

"....and the reason this thread has been started is down to the simple fact customer services seem to have decided they don't have to help customers out or resolve problems, but instead pass you back and forth to people who give you a different story each time"

Addition - or just fob you off and get you off their line asap.

Thanks for taking time out to add to my discussion Benny. I can see you registered to be able to contribute - much appreciated.

[Anonymous]

hi guys i think your all being a bit harsh as the guy has a valid point o2 cannot justify its terms and conditions when it lacks the abbility to provide the service it is intending to.  O2 after all should train all staff in the ways of its terms and conditions and contract law is applicable no matter how trivial the diversion from the written contract and as has been stated if you were to breach one of O2 conditions no matter how small and trival the breach O2 would expect to be compensated for any subsequent loss..  I agree with this guy some of you are either O2 staff or are so blinded by loyalty to O2 (or are getting some kind of reward) That you cannot see how things have changed over the years to the detrement of O2s customers having been with O2 for 7 years all but one year in between i have seen these changes to both the quality of its staff and to the quality of the service recieved.  It take customers to stand up and be counted or O2 will continue to work in this shoddy way and nothing will change

[MI5]

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@Anonymous wrote:

I agree with this guy some of you are either O2 staff or are so blinded by loyalty to O2 (or are getting some kind of reward)

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Leonard - When do we get our rewards.......?

[Liquid]

My paychecks in the post:)

[jonsie]

No one answering in this thread works for O2 and we are not O2 fanboys. If criticism is necessary then we are critical. I just think that the OP id over pedantic and the fact that he has racked up £180 credit from O2 in 5 months just strikes me as being a seriel complainant out to get what he can.

[Anonymous]

jonpaulmusic has a very good point. If people don't make a point of telling O2 theres a problem nothing is going to get fixed. Network outages will continue to happen and people will have rubish service from the call centres.

I got a lovely letter in responce to my one. Which gave no answers to why I am having such problems and told me to call 100 from my phone to talk to the 'Network Support Team'.

100 just loops into the 202 system and the customer service rep I got was very confused as to why I was asked to call it.

He kindly put me through to a guru in Glasgow who said that that no one had 'pin pointed' my post code or work post code, despite the last customer service rep saying they would so O2 could log the fault and track to see if it was just me or others affected.

I suspect alot more people are complaining. But the O2 reps are failing to log the problems and therefore O2 are conituing in there little world thinking everything is ok and their service is covering the country.

The letter and the guru told me the signal was good in my areas, and had no answer as to why I was last told it was poor.

The last solution to this problem of intermitant drop out in calls, calls not getting through, calls not going out and texts not sending has been to disconnect my phone from the network and reconnect it.

The customer service guy who carried this out said turn the phone off for 4 hours and when it comes on all will be fixed.

My phone has been off battery out for a little over 4 hours, on turning it on it now says 'sim not provisioned:2'.

At least it's fixed the intermitant problem. Now it's totaly incapable of sending and receiving calls and texts.

I am about to find the number to call O2 from my landline, this is probably going to cost alot.

I'm not intrested in compensation, hell I'm not even worried the reply letter had no attemt to say sorry for the problems. I just want a phone that works.

To put this into perspective. I'm not worried I might be missing out on the latest post on facebook, or that the wife can't get hold of me to ask me to pick up something from the shop on my way home.

The other week at work I was sat with a girl in anaphylactic shock after she ate nuts, I was on the phone to ambulance control who asked for a number to call back on, so with out thinking I gave my mobile.

I spent 20 minutes worring that I might of missed there call back and they couldn't get through.

Someone needs to sort this out and some people need to loose their jobs.

[Anonymous]

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@jonsie wrote:

No one answering in this thread works for O2 and we are not O2 fanboys. If criticism is necessary then we are critical. I just think that the OP id over pedantic and the fact that he has racked up £180 credit from O2 in 5 months just strikes me as being a seriel complainant out to get what he can.

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Jonsie to be fair whatever "strikes you" does not really matter.

When a contract is signed between two parties, both ends of the scale need to be adhered to. A serial complainant would have a complaint to begin with.

@I called O2 to figure out what was wrong with my reception, it is the manager @ O2 that built a problem into my call which led to compensating me for what O2 themselves deemed as a breach to their policy.

Previously O2 breached their Data Protection License due to the carelessness of an employee. I do not appreciate anyone disclosing my details to strangers, after an O2 investigation I was offered £100. Again this was not a complaint, it was an enquiry based on some unsual deliveries to my address - linked to my contract phone.

I find the difference between a split in responses is a minority of users (us guys) who look at things from a realistic point of view, helping companies like O2 improve their service by pointing out genuine faults. With the second group who may not be employees, fanneboys or any payroll but happy to put up with a service providers mistakes regardless of how trivial or severe the isuue could be.

It would be a huge benifit to this community if all users embraced difference in opinion without insulting OP's - or having their awkward replies deleted via mod. Rather a community that is happy to learn from one anothers experience using factual history with O2 (e.g a good experience) to structure replies as opposed to having a "your wrong, I'm right" approaches.

Maybe I could have been less frustrated at O2 but for a company that never had strange employees for ten years on the trott, something terrible must have happened in the last 2 years at the customer service level and I think someone at O2 already knows about it (cape town offices are 100% better)

[Liquid]

Data breech! in this case I'd of dragged them through the courts I wouldn't off accepted a settlement. I'm a very private person when it comes to my data. I whole heartily agree with what you did there.

Unfortunately I don't agree with the latest problem. This is what makes the world great if everyone had the same values and beliefs it would be a rather boring place:)