O2 rudest customer service

[Anonymous]

There is nothing ruder than being ignored.

I emailed customer service from this site 3 times since 7th December and although I received an acknowledgement number for each not a single reply even when i moaned about being ignored.

Do O2 ever reply or are they just picking on me?

By the way it was just a simple tariff query but now they have a very unhappy customer who is now going to throw in my simplicity tariff for pay-as-you-go with someone else. At least that way I can save the frustration of dealing with complacent and arrogant organisations.

[Anonymous]

I have to be honest, the email support I've received has been consistently better than the telephone support.

It's probably because if the person receiving the email doesn't know the answer, they can find out, or pass the email on to someone who knows. If you're phoning someone, they seem to have a habit to try and bluff or fudge their way through - in some cases telling me something can't be done whilst the email folks have been happy to sort it out.

[Anonymous]

Need patience, for custmoer services, maybe they are too busy.

---------------------------------------------------
ZorroGPS.com - Your dreaming Sat-Nav software
(Free download, 3 days free trial, Unbeatable price)

[Anonymous]

Need patience, for custmoer services, maybe they are too busy.

---------------------------------------------------
ZorroGPS.com - Your dreaming Sat-Nav software
(Free download, 3 days free trial, Unbeatable price)

[Anonymous]

Need patience, for custmoer services, maybe they are too busy.

Sorry, that is a seriously lame excuse. Their sales department isn't too busy to take your cash.

[Anonymous]

I agree for a large company they are terrible and ridiculously disjointed. I was with both Vodafone and Orange before my contract with O2 and they had much better customer service.

The thing I really hate about O2 is that I cant just go to an O2 store to sort out broken phones and insurance claims like I could with Vodafone. Because I have an 'online' account I have to call them and deal over the phone.

[browni]

Maybe you as the CEA (whatever that is) personally haven't done the things people are complaining about.

BUT, you are the first point of contact and a representative of the company that HAS done what ever the customer is complaining about.

It's your job to sort it out calmly and if you can't refer it to somebody who can.

I have worked in more stressful customer service environments than you could imagine and going by the tone of your post, you don't really seem suitable for 1st level support.

[jonsie]

Need patience, for custmoer services, maybe they are too busy.

Sorry, that is a seriously lame excuse. Their sales department isn't too busy to take your cash.

A company is only as good as it's after-sales service! It takes just one bad advisor who may take up to 100 calls a day..I know,I've done it!) to give the company a terrible reputation and these employees, who can destroy your state of mind and well-being, need to be managed out of the company. If you want to speak to a manager, it's your right, so do not take 'no' for an answer.Take the advisor's name. O2 have an escalation process for complaints so insist you want to escalate your problem and the advisor's attitude.
Having said all that, I have never had problems like some of posters on this forum but I know that most advisors are helpful but there is a minority with 'attitude'.

[Anonymous]

i have been with 02 for many years & always sung there praises untill last thur.i rang to swap credit from an unused sim onto a sim ive had about 6 years,i have already done this before with no problems what so ever.anyway i spoke to a young man about it who informed me that they dont do that. i told him that id done it before why couldnt he do it,he told me they dont do it never have & he wasnt going to,his attitude was awfull so i asked to be put through to a manager where apon i was told he wouldnt put me through as a manager would only say the samething he'd just told me.i was fuming by now & told him id requested a manager it wasnt for him to decide if it was worth putting me through to manager or not.his attitude worsend & he said he wasnt putting me through regardless.i totally lost it called him a few names & rang straight back. this time i spoke to a nice helpfull girl the kind of service im used to with 02.iexplained what had happend to her & she informed me that he was right they dont transfer credit over unless ur cancelling the sim it comes from i said i was & she did it no problem,untill she spotted that the male advisor had barred my account!!ive had this no for 6years now.she informed the manager & ban lifted,5 mins after convo my phone blocked,on calling back i was told it can take up 2 72hrs 4 phone to work its now monday morning & still not working no1 has been able to contact me since thur imso angry.any ideas on what to do please?

If you called him a few names what do you expect ? :mansurprised: these guys whether helpful or not are only human. I work in I.T and when I tell callers "no the system wont support what your trying to do" - I get irritated when they then ask "why not ?" - "cause it just wont ! " lol

[Anonymous]

Need patience, for custmoer services, maybe they are too busy.

Sorry, that is a seriously lame excuse. Their sales department isn't too busy to take your cash.

A company is only as good as it's after-sales service! It takes just one bad advisor who may take up to 100 calls a day..I know,I've done it!) to give the company a terrible reputation and these employees, who can destroy your state of mind and well-being, need to be managed out of the company. If you want to speak to a manager, it's your right, so do not take 'no' for an answer.Take the advisor's name. O2 have an escalation process for complaints so insist you want to escalate your problem and the advisor's attitude.
Having said all that, I have never had problems like some of posters on this forum but I know that most advisors are helpful but there is a minority with 'attitude'.

if you can find the law relating to that right and post the quote and proof then i will belive you but not untill then,
and RE: sally smith if you start abusing the service staff and they have the evidence (e.g the fact that the call is recorded) then they can escalate it higher as an abusive custmomer and get you barred (because verbal abuse is NOT a right you have to use on other members of the public) the way i get around situations like yours is 1 of 2. 1st hang up try again, 2nd ask the question again and again but re-worded each time till i catch them out as they trip over their own words. no yelling needed

[jonsie]

if you can find the law relating to that right and post the quote and proof then i will belive you but not untill then,

I did not say it was a law, please read posts properly before making comments. I said o2 have an escalation process, and you have the right to speak to a manager.....see below this extract from the o2 help pages and believe!


Making a complaint

At O2 we always try to make sure things run as smoothly as possible for our customers. If you're unhappy with any part of our service, please tell us.

Your complaints give us a chance to put things right and also means we can improve our service to you and our customers in future.

Our customer service teams are in the best position to deal with your complaint and should be the first people you contact. You can contact them by phone, letter or email. You can do this by clicking the 'Email Us' link below:

We'll look into your complaint immediately and try to sort the issue out as fully as we can. If you're unhappy with our decision, ask for one of our customer service team managers to investigate further.

We hope that we will have been able to sort out any problems by this stage. However, if you are still not satisfied after speaking to one of our managers and would like an impartial review, please write to:

O2 Complaints Review Service

PO BOX 694

Winchester

SO23 5AP
More information here : How do I make a complaint?