POOR customer service

[Anonymous]

Last Friday I went to one of the O2 stores to get help with my phone that would not send text messages. Anyway, since I have temporarily changed to Pay as You Go, which was couple of months ago, I was unable to send text messages. If I tried to send one, a 'failed' message would appear, therefore I spoke to someone via Chat Online, who was unable to solve the problem as we were unable to find the right path to the message settings and I was advised to go to the nearest store instead. I as doing my final exams and writing a dissertation, so I was unable to go until last Friday. The staff in the store was quite helpful, however the person serving me was unable to fix the problem as he also could not find the text messages settings, so I was put on the phone to one of the advisers. This is where the problem starts.

   I explained the problem and I was asked by the adviser to enter the message settings, obviously. So I explained the message settings were not where the general settings were and even the staff in the store were unable to find them. At this point the adviser started to get annoyed with me, as if I was an idiot and could not find such a simple thing as the settings. There was also a lot of noise from the customers being served in the store, so I had to ask the adviser (kindly) to repeat what he had just said, which made him even angrier and started to raise his voice. 
Finally, he correctly guided me to the settings and informed me that the messaging center number was wrong and I was to change it, which I did. I was then asked to restart my phone and send a text message. I did so, however the messages were not sending, to which he raised his voice again and told me that he can see that I have just sent 4 text messages. I said to him kindly, I believe I used following words: "I know I must seem totally dumb, but I swear that the messages are not showing up, they did not sent." To which he started to shout and told me he could see I sent the messages and made me feel like an total idiot. I was really upset with the way I was treated, what a poor, poor behavior from and adviser! I thanked him and put the phone down.

   Anyway, the 'failed' message continued top appear, so when I got home, I searched for the problem online and I found out that the adviser gave me the wrong message center number. He told me to change it to: +447802000332, however I read from the website that it should be the following: +447802092035.

I was hoping to go back to pay monthly as I am looking into getting a new phone, but if this is how I get treated, I no longer want to be an O2 customer.

[Anonymous]

Good luck @Anonymous with your call. I hope it works out well.

BUT I must advise a note of caution. You say o2 are on breach and you are not under any form of contract as a result of this perceived breach. But in an earlier post you said o2 told you that you would have to pay £380 which suggests you are under contract even if you feel they have breached.

O2's T&C's clearly state service is not guaranteed. If you just stopped paying or walked away and didn't pay the £380 o2 will totally destroy your credit file with almost no way back. We have seen it here so often from other members.

Please please please go down the complaint route and see how you get on. By complaint I don't mean calling Customer Services and telling them. I mean sending your complaint via email to complaintreviewservice@o2.com and following the full process. If, once you have o2's final response you are still not happy then it is Ombudsman. If you are still unhappy then you need to think about taking o2 to court. You must follow the correct procedure in that order.

Please don't try another way because you will end up in a worse position than when you started. Friendly guidance here.

[Anonymous]

Hi folks just spoke to o2 the fella was a joke to who can't even read his notes they said my bill is 151 pounds and I have to pay that to get my phone unbar "lol" REALLY .. MY BILL IS DONE ON THE 4TH JAN TOOK BY DD ON THE 18TH JAN ..so it seems I have a pay to go phone really .

      Well I think it's time for my local paper etc they love stuff like this for I may only be one we person but I will share this story on every media site I no .. 

Well folks all DD are cancelled and I'm of to get a new phone from EE THEY ARE DOING A VERY GOOD DEAL ON ALL MY PHONE AND TABS . HOPE YOU ALL HAVE A NICE NEWYEAR ..MARK 

[Anonymous]

Hay piper dog I know what your saying I will go to court for really look at what has happened and look at the outcome lol I am very comfortable in life this won't even cause a ripe in my credit but I won't be treated like this they are just bullies . Cheers tho

[Anonymous]

@Anonymous

I can only reiterate what has been said before. O2 won't take you to court. They will just pass your debt to debt collectors. They will then amend your credit file with almost no way of correcting it (because they will say you have defaulted). Earlier this year another member came on here because they were declined a mortgage due an unpaid debt to o2 of just £12 or so.

Please please follow the guidance. We are all customers on here with nothing to gain. We are sincerely trying to save you pain in the future.

If however you decide you want to take o2 head on that must be your choice and I promise you that you will regret it in the long run.

By all means change provider of you wish but pay off the debt and then take action against o2 rather than change provider not pay the debt then come back on here in a few months when your credit file has been destroyed because it will likely be too late then.

I / we can only offer you guidance. Your call my friend your call. Good luck

[Cleoriff]

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@Anonymous wrote:
Hay piper dog I know what your saying I will go to court for really look at what has happened and look at the outcome lol I am very comfortable in life this won't even cause a ripe in my credit but I won't be treated like this they are just bullies . Cheers tho

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It honestly wont matter a jot if you do try the court route...It just wont happen sadly. You will still be the loser in all of this. (In terms of bailiffs, costs and credit rating etc) As Piperdog has said we are all customers here and can only advise you from experience of what has happened to others in the past.

I really do hope you get it sorted. There is no question you have been treated appallingly

[MI5]

Fully support your actions mate and just need to point out that it is you that will need to take O2 to small claims court (it will cost you £25) but I guess O2 will sort it out before it gets that far but you will need to start proceedings - Good luck

[Beenherebefore]

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@MI5 wrote:
Fully support your actions mate and just need to point out that it is you that will need to take O2 to small claims court (it will cost you £25) but I guess O2 will sort it out before it gets that far but you will need to start proceedings - Good luck

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Best advice so far.

Breach of contract by O2 is serious and can only be resolved with court action. If more customers took this course of action then O2 would change.

I can only imagine that OFCOM's latest customer service satisfaction results for O2 ( http://consumers.ofcom.org.uk/news/customer-service-satisfaction-levels-2014/ ) reflect the fact that OFCOM only asked those customers who had their problem or question answered promptly and correctly by members of this Community rather than by any of the official O2 Customer Service Depts.

[Anonymous]

Hay folks just to say cheers for the advice and help .

I'm changed across to EE now infect works out I got a far better deal also "silver lining " lol.

For piper dog I live in Belfast mate we don't have baileffs here but ty for u r help .

Mi5 u r spot on it costs me a few pounds to lodge it with court I'm heading there we'd to do that it's the principal now and how I was treated with such contempt and I bent over backwards for them so it will be worth it . And they can't touch my credit score without court so I'm on a no loss .. 

I will keep u all updated cheers .markie 

[Cleoriff]

Thanks for updating Mark. Glad you are better off with EE and best of luck with the rest of it...:smileywink:

[jonsie]

Thamks for the update and I'm looking to seeing how this pans out. Very good luck