TERRIBLE Customer Service at O2 - Incompetent Liars

[Anonymous]

Terrible customer service. Went to the edgware branch of o2 to get a replacement sim card. did a security check, had id and bank card and got a sim card. all well and good. 

gone home, contacted o2 to get the lost bar removed from my account when they told me that there was no new sim assoicated with my account

Hold on. i just got one. Now this is where it gets funny. I called the store and spoke to the person i dealt with when i came into store. He told me that he did all that he could and couldnt do any more. the only thing he could do was issue another sim 2 days after due to you being unable to issue sims after 24 hours and all the pollava. he was incredibly rude and wasnt bothered to check anything. just complete nonsense. god know where they get these peoople from. 

so i entered a live chat soon afterwards to get some further information and hopefully talk to somone reasaonable. so i was asked the normal questions 

post code, name, phone number and security questions 

and then wollop. the mast is down in your area.

Sorry

the mast is down in your are sir

you can check you network here 

is there anything i can help you with

thats not what i asked 

(long pause)

Honestly, dont get me wrong i love o2. tu go is probably one of the best things out there. but the people at customer servicce position are absolutely rubbish. the problem is theres no one to really get anything sorted out. yes anyone can sell an iphone contract especially when the person who comes in already is intending to buy one. But when it comes to actually helping or solving problems. These people are clueless. i did eventually go to another branch of o2. Store manager came and sorted out my problem there and then. what a gent. Honestly, finally someone who actually know what theyre talkign about. 

But yes. not the best expereience 

[Cleoriff]

Hi @Anonymous So have you now had the bar lifted from your account? Is your phone working?...

[jonsie]

Why do the simple things have to be so complicated.....

[Bambino]

@Anonymous Why didn't you just ask them to call CS to remove the lost bar while you were still in the store?

[Anonymous]

so the bar has been lifted. Which the store manger at another branch managed to do. apparently i have to wait 24 hours for the phone to be active again. All of this done in the space of 15mins whereas before hand, to an extent id been dealing with people who didnt really know what to do 

[Anonymous]

That probably would have been the best thing to do in the first place. thats what the store manager in the second branch did. A lot of the time you rely on the advice thats given to you. and he told me to go home and contact o2 to unbar the phone.

[Cleoriff]

As far as I am aware from your post @Anonymous you asked the first shop for a replacement sim....you don't appear to have mentioned the bar on your phone to them at this point? The new sim would not have been linked to your account at this point because you hadn't registered it...

[Anonymous]

Exactly. a lot of the time i feel that people like to pass on problems from one person to another.
What can you do. if you do a live chat or call in, everythings monitored so your never treated rudely. But when you go in store, some of the people really dont know what theyre doing and will try and make the simple problem look a lot harder than it is and pass you along.

[Cleoriff]

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@Anonymous wrote:
Exactly. a lot of the time i feel that people like to pass on problems from one person to another.
What can you do. if you do a live chat or call in, everythings monitored so your never treated rudely. But when you go in store, some of the people really dont know what theyre doing and will try and make the simple problem look a lot harder than it is and pass you along.

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I disagree. You could have done all this at the first store had you mentioned there was a bar on your account. All you did according to your post was ask them for a new sim...

[Toby]

Hi @Anonymous,

Sorry to hear you feel that you were not treated as well as you had hoped. I'm Toby, the O2 Community manager and feel fre to send me a message so that we can have a chat about this.