Proof of Usage

[Rezakc]

I lost my phone on the 4th March. Since then I have been going through utter hell to try and get a proof of purchase certificate. During these days o2 managed to block my new sim twice repeatedly gave me conflicting information on when I would receive the certificate and even sent me to o2 shop to pick up a certificate which turned out to be a waste of time. I have spent 6-7 hours on the phone to try and resolve this. In the end on this forum the group forum manager Dave_o2 came to my assistance. If only other members of this company took a leaf out of this man’s book o2 customer service would improve tenfold!!!! He took ownership of my problem and resolved it in 2 hours and provided me with the certificate. A credit to his company. Thanks Dave

[jonsie]

This is the whole problem with customer service these days

Under-trained and under-staffed and not taking ownership of customer issues

On the other side of the coin however and not excusing them, they are targeted to meet something like a hundred calls over their working shift so are reluctant to get too involved. They just want to move on to the next call

This is down to O2 policy, cost cutting budgets, closing UK call centres and outsourcing overseas to agency staff who probably haven't had any training at all

This is the main reason for an issue leading to a dropped call. Its so easy just to disconnect you and move on....

Agents are also limited to the amount of 'after call' time such as writing up notes and liasing with other departments often leading to there being no notes on your account

But this is the type of customer service that O2 deem to be acceptable nowadays

Good on @Dave-O2  sorting this out for you but please bear in mind an advisor, I use the term loosely, has at most 3-5 minutes on each call to resolve our issues