Poor Customer service

[Anonymous]

Hello,

I would like to start a new topic regarding o2's poor customer service.

I have been having an ongoing issue regarding a faulty handset that is still under manufacturers warranty, (samsung galaxy s3)

The problem developed at the start of December and o2 have as yet failed to resolve the problem despite twice sending my handset off to Anovo uk for repair via my local o2 shop, my handset is still faulty but now has a cracked casing after first repair attempt.

After various visits to local shop & phone calls/ online chats I have been repeatedly lied to and told contrasting and wrong information.

I would like to know if this is the way o2 treat all of their customers?

Have any other o2 customers had similar problems when dealing with customer service/repairs?

As a result of my experience with o2 I will be leaving them at the earliest opportunity and advising friends and family to do the same.

Look forward to your responses.

[MI5]

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@Anonymous wrote:

So will I be able to update to 4.4 once it's out?

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As soon as O2 release it, you will be able to get it.

[Anonymous]

Thanks for all of your helpful advice.

I have another question that I hope one of you will be able to help with?

Since I started using the replacement handset when sending a text message I get a notification back that states " message not sent " . I know that the message has sent & been received as have tested a few times.

Does anyone know why this is happening & how to stop getting this notification?

Thanks.

[MI5]

Check in the message app settings and see if "Delivery Reports" are ticked (O2 don't support this function so may be the issue), if not, is it to any particular contact or to anyone you send to?

[Anonymous]

I have tested with it ticked & also not ticked and it does not make a difference.

No, I have sent to a few contacts & it does it everytime.

[MI5]

To the same network or different networks ?

[MI5]

Also worth checking service numbers....  

Message service centre settings

• +447802000332 for Pay Monthly, or
• +447802092035 for Pay & Go

Remember to check that the message centre number starts with +44 and not 0044

[Anonymous]

Hi,

Have checked the message centre number & its set to the pay monthly one, which is what I am.

Have sent to various providers o2, Vodafone & Virgin, does it on all.

Any other ideas?

[MI5]

Only other thing I can think of is a network issue, but I'd also try rebooting the phone too just in case.

[Anonymous]

I used to have this on the S3. Basically your phone would try x number of times to send the give you the message not sent.

However the phone continues to try to send and eventually it will succeed. Hence why your testing worked.

On the S4 when it says not sent the phone doesn't try again after that but you can hold the message down and press resend.

[Anonymous]

I get the notification "message not sent" straight away as soon as I send any text message, however I know it has been sent & received as have sent to another mobile and it comes through straight away.

This never used to happen on my old S3 has just started since I got the replacement handset.

Any other ideas?