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]

I have to stick up for the returns/repairs department here.

The stock on replacement handsets are very low and they have hardly any handsets to offer for an replacement.

So what they have been doing is offering repairs which involves the handset being sent in for an repair. They were advised to advise this can take upto 28 days and more recently 6 working days, so as you can see they are being told numerous different things.

An mistake at the repair center not at the returns department itself left customers recieving envelopes with an letter in with no handsets. So the returns department is now busy having customers ringing in about this issue, and as we dont know ourselves where there actual handset is we try and get them an handset which is an make and model which is out of stock. Now being in front of an pc there is not much they can do there when the warehouse is in control of the releases and repairs of the handsets.

So there are a few issues which are being looked into to smooth out the processes and also stock of almost all handsets should be back to normal in the future which will make everything run smoother.

Reading on here I see some of your frustrations but as you can see its not just the returns/repairs departments fault its numerous things which needs sorting which will make things better for everyone.

[Anonymous]

It sounds very much like O2 have ongoing problems at every level, which is rather appalling considering the huge size of this company-(largest mobile operator?) and the monies going in.

But on a more positive side, they're trying remedy this, so let's hope it's a fast remedy eh

[Anonymous]

i see many people have struggled with o2 for one reason or another but let me just make all of you smile at my misfortune that happened at an o2 store in dartford kent just yesterday.......

first of all a tiny bit of background i dont have a lot of money and i've had credit problems in the past but i'm on the up right now with a good job that offers me any amount of overtime my body is fit enough to do and because i've wanted the iphone for so long now thats what i've been doing in fact i've not had a day off work in 9 weeks and finally i saved up enough cash to go buy one. i walks into the o2 shop where i was greated by the manager i explained what i wanted and he advised me to try on cantract first (first mistake) so i did unsuccessfully so i said i'll just have it on payg and be done with it (second mistake), he goes out the back and picks up the iphone and a sim card then he says would you like to keep your existing number which i said yes to (third mistake) he sorts that out then we go to the till i get out my debit card and thats where everything went so incredibly pear shaped he scans the iphone i pop my card in and enter my pin number after a couple of seconds he says "that doesnt seem to have gone through, we'll try it again" and then he cancells the transaction - big mistake as the money had infact come out of my account at this point (which i found out when i suggested that my bank was only over the road i'll get the cash out if it was easier) leaving me in a very precarious position of not having a new phone and now not having the cleared funds to buy one- i was very not impressed especially when the shop manager now decided the only words he could say was "there's nothing i can do" i eventually manage to speak to customer services on my payg phone after having had the phone put down on me twice (costing 25p each time) and all they could tell me was that the money would be back in my account in about 5 working days which i was very not impressed about as it took 5 seconds to take the money but 5 days to give it back so just when i thought things couldn't get any worse i pull my phone out of my pocket to text my wife to find out where and when i was needed to pick her up and to my surprise my sim had been cancelled due to the number change in the o2 shop earlier in the day i'm now in a wonderful position of having paid out £350 to not get my new phone but to lose the use of my old phone and can anyone guess what customer services have to say about that you got it "there's nothing i can do" i'm thinking orange here i come and o2 can poke it i've been with o2 for 10 years topping up on average of £40 per month and this is how my loyalty gets treated if anyone can top my story i'd love to hear it and if anyone has got any suggestions i'd love to hear that too because at the minute i'm up the creak without any paddles oh by the way did i mention the £27 balance on my credit which i've now also lost no doubt!!!!! bravo o2 toushee

[Anonymous]

That is indeed appalling service to the extreme and I'm sorry to here about it kman5001.

I understand you're upset-nay, hopping mad more like it, so put that down to the 'all in one paragraph' -that doesn't sound right for a manager to say there wasn't anything else he could do. Could you not re visit that store and try again to get them to sort it out-iPhone, your refund, your sim and the remaining credits you believe you've lost?? I could understand the amount not going back onto your debit card if he had taken it off correctly, but it was his fault surely, that your money's been taken when seemingly your card didn't go through properly?

good luck what ever you do anyway

[Anonymous]

I'm currently awaiting the return of a handset from O2.
Whilst I understand it's not easy logistically at their end I wish they'd hurry up and get the system sorted out. I've been told 'roughly 5 to 6 working days for the repair', then was told (after 2 weeks came and went) that 'yes it does normally take 5 to 6 days but yours is obviously taking longer' (without giving me any time frame for the 'longer') then to be finally told 'no, it doesn't take 5 to 6 days, it takes 28 days minimum and I shouldn't have been told anything less than that'.
What they don't seem to get, and why I currently don't feel valued as a customer, is that whilst this phone is away for repair I have no phone. My spare phone died months back and I have no friends who have spare phones, or at least unlocked phones that they can lend me. I've had to purchase a new mobile as I'm expecting two important calls now. Add to that the fact that I spent £10 in calls trying to get through the the returns department and then £5 sent the phone via special delivery. The system is definately flawed, and, whilst I realise they've acknowledged a problem, it doesn't help me now!

[Anonymous]

Takes 3 working days for a handset to be collected, repaired and returned with 3. Even if it comes back unrepaired the first time it could still be sent away a 2nd time and be back quicker than O2.

Maybe O2 should take a look at what the competition offer.

[Anonymous]

I think I've broken all records, as I've been waiting for a replacement phone (for my unsuccessfully 'repaired' N95) for 6 weeks now...

[Anonymous]

hi

looking at the issue with the purchased iphone, we had a problem similar to this a few weeks back. A guy had purchased an iphone on his card, which as in your case, had been declined. When you pay for something on a card, the money is 'held' aside by your back, so you cannot spend it on anything else, until the payment clears into the destination account. This usually takes a couple of days, and is why it may take a while to appear on a back/card statement. If the transaction was cancelled, the bank will still hold aside the money, waiting for instruction to clear the payment. They hold this usually for 5 working days, and if no instruction to clear the payment is received, the money is made available again

[Anonymous]

My apologies Tom - really bad day and perhaps ranted a little. Also, the so called swear word was not a word I believed to be a swear word - I certainly didn't realise it was worthy of asterisks. It is the term for a female dog in case anyone was interested that is used also used as a slang term for complaining. Sorry. I have edited my post.

Not been on here for a while and wondering if the OP had now resolved his issue with his handset?

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]

No probs.
I reported it because I was concerned if younger readers would read the post.
By the way, what does OP mean?