The Official Live Chat Feedback thread

[Toby]

Hi guys,

Many of you have no doubt used the O2’s ‘chat’ service from time to time for all kinds of support queries. We also held a Virtual Interview recently with Richard Clarke, our Head of our Digital Service, where he answered some great questions from you.

Off the back of this session, we thought it was great opportunity to hear from you on how you think the chat service is doing and if there is anything we can do better in terms of resolution time, accuracy of info and the general experience. This has been done before on the community for TU Go and its incredibly useful for the team to hear about what’s going well with the service, what can be improved and if you have great ideas.

This is your chance to get have your voice heard and we’ll do our best to report back with changes and improvements that we make based on your suggestions.

While this is an open discussion there are some guidelines that you need to keep in mind when you make a comment:

- If you want to sort out a personal query, please create a thread in the community and you’ll get some great advice from other members. Any personal query posts will be moved and a thread will be created for them.

- Please do not mention any chat advisors by name. If they are posted, they will be edited.

- If you have a transcript of a chat session that helps with your point, please try to avoid using them and instead make a comment on the experience itself. If a transcript is absolutely essential, please only post what you need to (i.e. a few sentences).

I really look forward to hearing from you and what can be done off of the back of your suggestions.

Toby

[Anonymous]

I'll start here, as one of my, many, gripes about o2.

I was passed on to a second "guru" who was only interested in telling me my year warranty was 6 months, and expired. I've had the 'phone 5 months... Annoying to be rushed into answering. Repeatedly.

Some more;

Two visits to the shop just to get it sent off.

Banged from pillar to post, no one really able, (interested?) on giving me a proper reply to my query. In warranty, out, in, out, (shake it all about?), damaged, covered, etc. They woudn't even return my 'phone unless I contacted the shop. Who told me to contact repairs....

"Promised" a call back that day, 8 hours later none came.

Told the screen was smashed, chipped. Eventually they agreed it was just lightly scratched. As the receipt from the shop said!

Apparently, my warranty is void as the screen has light scratches, and the case is scratched, and has a "gouge", so the defective battery won't be replaced until I give them over £230..... Better than the £400 odd I was told once! Great get out, your 'phone has a mark, so we won't repair defective parts...I wish I had that line whilst trying to keep Trident subs going!!! Unfortunately, (must be my age), I would never dream of insulting a client with that drivel.

On of the lads at work, (and I am letting everyone know about my woes), had his daughters refused because it had the "wrong" aftermarket case on. Say's it all!

Sadly I still have over 18 months on my "contract", so will have to keep paying, unless the complaints/ ombudsman route fails. Will change the battery myself, even though it invalidates the "warranty"!

[MI5]

O2's repairers need shaming as much as possible until someone does something about it.

[Cleoriff]

Found the post now.....Typical nightmare response from Anova. I can't believe O2 still use them at all...Very very bad PR...

[gmarkj]

@Anonymous we always recommend that you go to the phone manufacturer for repairs rather than o2. As others say, Anovo are not well known for excellent customer service...

[Anonymous]

Hi GM! Thanks for the advice. I'm going to try Apple at the weekend and see if they can solve it. If that doesn't work, I'll get a battery.

[gmarkj]

Good luck with Apple.
Be aware that if you are not on ios 9.3 (or higher?) then replacing parts yourself could lead to the Error 53 message (something to do with an unsecure home button and not matching the expected serial number - basically locking the phone).
If you do get it then there are ways around it (through itunes) but thought I would mention it...

[jtuk]

Went on chat yesterday. The o2 chat person was spectacularly clueless. I don't understand why o2 has this function when it seems the chat people are totally disconnected from any real information and appear to just make things up. I was querying my refresh order and they told me it was dispatched on the 20th to my home. Well, I was not allowed to pre-order in refresh until the 25th and only for delivery to an o2 shop as I will have to hand over my old phone at the time of receiving my new handset. How could they have sent handset on the 20th before they would even know which handset I wanted??? Why have these people giving "advice" when they clearly just make things up? At present I am no closer to knowing what the status of my order actually is and you can't trust o2 to give any factual information.

[jonsie]

Some people have a good experience though usually when get through to a UK adviser. 

One of reasons we always advocate calling. 

However,  I have to say that due to time differences here and the UK I used live chat on Tuesday,  through the complaints page and got through to Jason on the complaints team. Not only did he sort out my issue with undue fuss, he credited my account with £10.

@Toby or @Martin-O2 please pass on my thanks and hopefully feed back to his manager. 

[jtuk]

The point is they encourage going on chat but it is a totally useless function. How much money is o2 paying these people who seem to know nothing? They just read from cue cards and when it veers "off script" they make things up (see my post above where they made up dispatch dates occurring before one was even allowed to order). It is insulting to customers to be treated in this way. I hear lots of customers being offered more data as compensation- why would anyone on 30gb contract have any use for extra data?? And that is ok?? You say to phone them? Mostly you can't get through on the phones. People have lives to live and you can't (& shouldn't be expected to) spend hours listening to horrible music only to have them cut the call off. It is a shambles and a sign of a company who appears to have lost its way. Surely they want happy customers? Then give us the truth - be honest.

[Anonymous]

Well there is no help chat on my account, wonder why? do you like negative feedback, the thing with 02 which is so infuriating is you just can't get out of a contract you fleece and steel from people and all is ok, I have been a loyal customer for many years, I got a contract for a new phone good deal no doubt however the £6 and extortionate amount I have been paying for a insurance deal one of the ones you rely on 02 absolutely fleeced me last year, you also very kindly charged my acount £6 per month with out my knowledge from a company that you apparently have absolutely nothing to do with (how that works I have no idea)I asked for a plug to go with my new phone the excuses where rediculous I'm ready to give you really bad pubilicity all I would like is a plug and a screen protector but I think you have enough customers to not care It will be really bad and it will reach approximately 1,000,000 x because bad publicity can spread no worries can I just say Hunt well I'm off to tell 100,000 people what a bad service you give