The Disgrace of O2 Repairs / Customer Service

[Anonymous]

Does O2 have any idea how important peoples mobile phones are to them?

Does O2 have any idea how much time people spend picking the phone that is just right for their needs?

Does O2 give any consideration to the emotional and physical impact of the frustration experienced by customers when they are consistently lied to by Customer Services?

O2 have stolen my phone; They lied to me that it would be repaired, sent me an empty envelope, made me wait 28 days, lied to me that they had none in stock, lied to me that they did have one in stock, lied when it would be delivered, tried to deliver it to the wrong address and then the courier took it away again as I had no phone to exchange - because O2 had lost it!!!!!

I have spent approx 5 hours on the phone to O2, been driven insane by the "animals went in 2 by 2" on hold tune, I HAVE been charged when calling from my mobile using the number supplied on their e-mails.

Once again, my head is killing me, I have a pain in my chest and I completely dispair. I doubt that the latest promise of a delivery will happen.

O2... you disgust me. I am a reasonable person and I have been polite and civil to all your staff but have received the most appauling service. I will cancel my contract as soon as it expires and will vociferously decry you to any one considering O2.

[Anonymous]

Disgrunted - The returns address is Freepost so there is no charge or cost to you to return the phone. The sales of good act does state a company can legally charge you for delivery costs.

After the third replacement, plus the original phone you are entitled to a different model.

It's the same for staff, either you return the phone via post or an O2 store. They should then repair or replace within a reasonable time as per sales of good act.

[Anonymous]

The 'repair' time was excellent, almost too fast, the first time round... But that's probably because the phone wasn't really repaired!

Testing the phone, I've found they may have managed to improve things a bit, as it doesn't crash so readily as it used to... but it still does crash nevertheless, and it does so on the very same functions as I reported on the fault description.

I can understand that they may have hastily tested it (or perhaps not tested it at all, more likely) before sending it back, but only 5 minutes of more testing would have made it crash in front of their eyes again.

Also, my other grief is that they were happy to write in their letter that they updated my firmware to the latest version which should solve a lot of bugs of the previous version... well, the phone had the latest version (v21 on the N95) when I sent it for repair, and it has the same version now that I got it back, so are they trying to falsely convince me that they worked on it more than they actually did?

And what would my best bet be now... Take it back to the O2 store, or send it myself to Nokia? There is no chance I'm using FREEPOST as I want it to be recorded delivery, it's an expensive handset I'm posting not just some documents!

[Anonymous]

Excuse me,
I appreciate your criticism but please keep it away from the O2 Customer Forum.

Can I just say I find your comment to be extremely rude and inappropriate. This is a CUSTOMER forum, not a don't complain about O2 forum. I am a member of O2 customer service staff and this forum is a godsend to find ways of improving customer service for our customers. Narrowminded comments from people like yourself may prevent customers from airing their opinions. Don't know about you but happier customers makes my job a hell of a lot easier

[Anonymous]

Thanks for your input lhutchi2.

And since you are hanging around here, may I take advantage and ask... what would be the best next step for me? (if you haven't read the thread, the gist of it is I sent my N95 for repair through an O2 shop, came back with the same problem and a letter from Repairs saying 'found the problem and fixed it')

Should I take it to the same O2 shop again and hand it along with a short note/letter to the repair guys to question them exactly *what* fault did they find and fix, as the fault I reported is still present?
Or should I send it direct to Nokia repairs at their FREEPOST address posted on nokia.co.uk? Aren't they the same place and the same people anyway?

[Anonymous]

If you report the same fault within 30days then O2 should not attempt to repair but replace straight away for a different phone, same model so hopefully that would resolve any issues you are having. The turn around time should also be fairly quick so on this basis I would return back to the O2 store.

[Anonymous]

A little threat of customer rights,always works

[Anonymous]

lhutchi2,

Thankyou for your opinion of my post and I fully understand where you are coming from, though the criticism is a bit harsh towards me.

I encourage people to voice their opinions.

I know that O2 Customer Service will use this as feedback to make their Customer Service better, but I have found other users complaining about others complaining and this is why I sent a reply to this post. However, I will assure you, I will not do this again.

I would like to aplogise for the inappropriate post which I have sent. Please see my edit on the post. I understand that O2 Customers post their opinions on this forum and would like to apologise for the inconvienience caused.

I have had a three month problem with O2 Customer Service which was only recently resolved; I will post the information and feedback on this forum to give O2 Customer Service greatly valued feedback and hopefully this will make their service better.

However, I would discourage swearing in your post- I do not take your swearing offensively in any way- but others may do.

[Anonymous]

The return address is listed as Freepost but the email you are sent recommends sending the item registered post in order to have proof of receipt. If you do this, the parcel cannot be sent freepost and costs approx £5 - £6 by my recollection. I certainly would not trust sending an item to O2 without having proof of receipt.... although it would atleast have been the post office I would be pursuing for losing my phone and not O2!

[Anonymous]

Interesting input from lhutchi...
I certainly did not ever intend to simply #### about O2. I have been extremely frustrated by my dealings with them as is evident from my first post in this thread, but thanks to the info from you and chippie, I do more fully appreciate that this is a recognised problem area within O2.

Whilst that is only of some comfort as my problem is still not resolved, I do appreciate the levels of effort that most of the customer services people I have dealt with have put in. Clearly there is a major problem with misinformation and inadequate service from the outsourced returns/repairs dept. O2 C/S have the misfortune of having to deal with them also. Sadly, the customer (myself included) considers that to be one organisation and so all get tarred with the same brush.

To Tom Howden, I hope you don't still consider this thread to be inappropriate because I do feel some good has come out of it. All of us who are still having problems have had a chance to exchange experiences and learn of a few alternative avenues to follow. The inside info from C/S staff has been invaluable as it shows that they, as individuals, are trying to do a good job in a problematic system.

Whilst I did find your initial comment to be harsh, I do hope we are all on this site to lead to a beneficial conclusion and not to to offend anyone. Lets face it, we have enough on our hands just trying to get our phones back/to work/repaired etc

Now feeling slightly less...

[Anonymous]

I work for o2 myself

I will let you all know that when you send your handset back to us it does get given to the manufactors of the handsets.

Myself as a customer service advisor goes the extra mile for my customers and so do the people i work with. However i understand were you are all coming from and there is no reason sometimes.

when you call customer service to get your handset back because you haven't got it. its us that call returns and repaires and have a word with them i do know that from know on o2 are making notes of complaites with them so if you have any please tell customer serivce so we can get this sortted out for you all. I am having the same problem with my handset at the moment with my C902 o2 store will not send it off they keep saying update softwear however sony web will not let me. i refuse to send my handset back to the returns because i know i will be without a phone for so long as c902's are out of stock. please let me know when you call customer service are you speak with some one in scotland or in england. THANKS