I have recently been having issues regarding DATA on my handset. At first when I started looking at how to contact someone who could assist me, my first attempt was to try an online chat................wow this was painstakingly slow and I could not complete the conversation as the procedure was not helping the situation. The I eventually located the 202 number, (not an easy number to find) Now for the painful process of going through the various automated options......verifying security details and then eventually getting through to someone who takes you through the whole verification process again. My first response was that there was a MAST problem in my local area, which I was willing to accept as there did not appear to be any fault with my account or handset. However, upon leaving my immediate location and travelling across approximately 30 miles via train, going through a number of different post code areas, I ended up in central London and had problems with my DATA. I sincerely hope that my poor handset wasn't still relying on the MAST 30 miles away that was apparently faulty? when calling the 202 number again, going through all the options and processes required to eventually speak to a 'GURU', it was established that my APN settings had been removed ( apparently this can happen when your operating system send through an update). The 'GURU' was able to help me re-instate all the relevant APN settings and my DATA was back up and running. 4 days later, once again I was out and about and realised that I had no DATA. At this point I am really beginning to loose my patience, so having gone through all the automated options on 202, I eventually arrived at Rachel, the so called 'GURU'. having explained my situation to her and emphasising that i had only just sorted my DATA problem out 4 days prior, Rachel spoke to me as if I was a 2 year old trying to use a smartphone for the first time. She was fuelling my anger as she continued with her diagnostic tests, simply because she was following procedures and could not use the slightest bit of common sense. The conversation turned very sour and she continued to refuse to help me or put me through to a senior member, and I ended the call! After about 25 different attempts of trying to get through to customer service via the automated system, I eventually got through to a great chap called Wanie. Before we began our conversation, i highlighted to Wanie that I was extremely frustrated and angry having experienced Rachels pathetic service and patronising, for which he apologised and began similar trouble shooting process. Wanie could also see that there was nothing wrong with my account and or nearby network. Unlike Rachel, Wanie used some common sense and refreshed my account from his side, asked me to reboot my handset and he would call back to check if all was working fine. At this point I was satisfied with what had been done and was willing to do what Wanie had asked me to do. After rebooting the handset, my DATA returned to normal and Wanie called me back as promised.
Now after my experience with what I call a JOBSWORTH, Rachel, I have made the concious decision of LEAVING O2 as soon as I possibly can, and to never use another product of O2 again.
I sincerely wish that these TELCO giants come under real threat of their businesses being under scrutiny and being made to re-evaluate the customer service methods! Automated Machines do not work when it comes to customer service, people want to speak to people,not MACHINES! and when we do speak to another human we expected to be treated as a customer, not just a bill paying individual who is locked in a contract no matter what, and has to be subjected to all manners of putrid customer service!
