The Death of Customer Services

[Enlli]

Interesting article. Much of this we know or experience.

Probably why my Pixel as a 'wait for me' feature in the phone app.

https://www.theguardian.com/money/2025/apr/17/the-death-of-customer-service-why-has-it-become-so-so-...

[Oxonian]

Thank you for posting @Enlli. I note that EE are mentioned which is not surprising as the same journalist wrote this a couple of days' earlier :-    

EE was unapologetic after I tried to stop a sim swap fraud | Consumer affairs | The Guardian

https://www.theguardian.com/money/2025/apr/15/ee-was-unapologetic-after-i-tried-to-stop-a-sim-swap

[Anonymous]

Ironically, if I wasn't still paying off my device plan on a Pixel 7, I'd have binned O2 2 years ago in favour of EE, I was with them about 15 years ago, only reason I left was because they didn't have the phone I wanted at upgrade time (at the time I wanted a Nokia 3510, I'd got a fetish about Polyphonic Ringtones)

[pgn]

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@Anonymous wrote:

Ironically, if I wasn't still paying off my device plan on a Pixel 7, I'd have binned O2 2 years ago in favour of EE, I was with them about 15 years ago, only reason I left was because they didn't have the phone I wanted at upgrade time (at the time I wanted a Nokia 3510, I'd got a fetish about Polyphonic Ringtones)

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Some of us have less esoteric reasons for sticking with O2 - like they're (still) the only one that can squirt a functional, usable cellphone signal into the area where I live, @Anonymous. So it goes.

[Pipstop78]

I was with EE for quite a lot of years but the only thing I had trouble with them was I couldn't get a signal in the school I worked at it just was a nightmare so I came back to 02 never had a problem since 

[Anonymous]

In some areas of Sheffield, the signal's rubbish, particularly in Stannington, and in Parson Cross when I'm on my course on Thursday mornings.

[garetc]

O2-Capita used to be the standard for excellent customer service, award winning. They were the people to go to and they worked to help me introduce chat to my company many moons ago. O2 customer services has really declined which is a shame as they were market leaders.

But! aside from the poor customer service their connection in London is good and the only one that works in my office building.

At home data is slow and steady which sums O2 up. 

For millions of customer they're good enough as long as they don't need help with complicated issues

[Oxonian]

I think that your last sentence @garetc sums up my view of Customer Service across the four MNOs.