I have been subject to some dreadful customer sevice this past week. It initially took me 3 days to order 2 iphones as i was accused of lying about updating my phone in february. It took another company to inform o2 of what was on their information screens infront of them. Eventually I ordered the 2 iphones one as an upgrade and the other as a new order. 2 days later I am informed that these are not in stock but they will be with us when they have them.
Fair enough, so I just called up to enquire about how long roughly this would take, I was spoken to very rudely and when I asked what action I could take if the phones werent recieved after an excessive period I was again spoken to rudely.
The conversation ended but I was left feeling rather annoyed, a live web chat with an adviser then popped up on my screen and I explained my problem to her. I was told things such as 'Sorry hard luck' and 'Sorry about that Bye'.
This was the last straw for me. I immediately called 02 to cancel both the upgrade and the new order, and to inorm them I would be moving to orange who offered the same deal and phone at a cheaper price.
I canceled the upgrade with fairly little difficulty and was told by a pleasant lady that her department could not cancel the new order but she would transfer me to the department that could. I was transfered to a department that claimed they couldnt do it either and I would have to call a standard rate number to do so. I called 202 from my mobile and was then told that I would have to wait until the phone arrived to me (which they still did not know an estimated time of) and send it back before I could recieve the cost of the phone back. I explained that this was a ridiculous idea that any contract has a 7 day cooling off period and as the phone was not in stock it had not been dispatched I was well within my rights to cancel. I was still told no and was spoken to like a child.
Still annoyed with my experience I took it upon myself to read the 02 terms and conditions finding that
'You may cancel an order placed with the O2 online shop provided that we have not yet despatched the products ordered for a full refund.'
The call centres arent open at the moment but I will be on to them first thing in the morning, as I am really disguisted about the treatment I have recieved.
