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

[perksie]

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@Toby wrote:

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Sorry to hear about that Richard, I'll feed back to the team.

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@Toby that was back in June and there was some confusion about the origin of the phone which might never have been locked:

http://community.o2.co.uk/t5/Android-Devices-Samsung-HTC-Sony/Galaxy-S2-unlocking-problems/m-p/48921...

[Anonymous]

My experience of joining 02 has been horrendous. The sales department advertised a peripheral product without the VAT and then added after the sale. Then the service i wanted, a new Sim monthly contract, wasn't set up properly. On 2 occasions, despite receiving confirmation texts that my old number would be transferred to my new Sim, it was not done. There is no checking/ tracking system and there is no effort to resolve issues properly.

Meanwhile if you get cut off from the 'chat' you have to start the whole process again !!!

SECURITY - if you cannot remember when and how you last topped up your Sim that is the end of the service - no override, no capacity to take your problem (caused by 02) a stage further or call back.   It is a pretend service done on the cheap. 02 have too many customers to care about the service, despite making a fortune from them.

[jonsie]

Which is why we recommend calling 202 for account related issues.

[perksie]

All O2 retail prices are shown including Vat, I suggest you have misread your account.

[Anonymous]

I thought I'd try live chat to ask about o2 Refresh VAT invoices for the phone payments (as I'd been disconnected by 202 when being transferred to a Refresh specialist).
Bad move - my question to them was ' I have a phone on O2 refresh and need VAT invoices for the phone payments (not the airtime bills - I already get those in VAT format)'
So they enable VAT invoices for airtime. It's either a comprehension issue, or they don't have sufficient training to be aware of the fact that there are two payments with Refresh, not one.

[perksie]

You should have received a finance agreement document when you bought the phone, this can also be your Vat invoice.

[Anonymous]

Some pretty poor service from Live Chat regarding getting a replacement for a faulty phone:

I had already had one faulty phone (HTC One), and the replacement had also developed problems.  Live Chat last friday, and a new one on its way to me arriving Monday.  I was told I would be texted with an estimated arrival time, but that did not happen.  On the Monday I live chatted again and got a tracking number.  The phone arrived at the expected time and I was happy.

Unfortunately, that evening I checked the phone and found it was also faulty.  Got back on to live chat ansdwas told I would have another replacement phone with me by 3pm the following day, and would get a text message confirming.

No text message the following day and the next live chat advisor said they could not tell me when I would receive the phone, but I would get a text when it was sent.

The day after, the replacement phone arrives quite unexpectedly, with no text warning.  Well at least my backup was only one day old. On checking it again that evening, this phone is also faulty, so I am getting a bit annoyed now.  Live chat again say they will get a phone to me the following day.  I ask is there nothing else thay can do as I do not trust that the next phone they send will be any better and get put on to a supervisor.  The supervisor repeatedly assures me the phone will be with me the following day and it will be as good as new.

The day after that (today) I check with live chat in the morning and am told that it is absolutely certain my phone will be delivered today.  I manage to get a tracking number again.  Checking the tracking number shows the phone is due for delivery tomorrow.  I put this to the live chat assistant who still insists the phone is due for delivery today.  Still no sign of any text messages.

I finally phone up support and find out the following things:

1. Since my chats were after 7pm, I should have been told the phone would not arrive the next day , but the day after.

2. Since I had already had three faulty HTC One phones, I should have been offered an alternative reconditioned or new phone.  I suspect I would have jumped at the chance as I really do not trust the reliability of HTC any more.

Now I know that there is nothing the live chat or call centre guys can do to make sure reconditioned phones are working properly (Though the live chat guys assured me they could).  I suspect the text thing is probably the fault of DPD.  However on points 1 and 2 above I was clearly given misinformation by the live chat support who should have known better -  quite repeatedly and insistently on point 1, even though I suggested it was unlikely that I would recieve the replacement  the day after an evening chat.

I certainly wouldn't trust anything said by the live chat customer support any more, and it is back to the phone lines for me.

[MI5]

Just out of interest, are all the faults the same and what are they?

[Anonymous]

The HTC One faults are all camera faults, though not exactly the same.  The first two developed a fault where there was purple noise around the edges of the pictures (which got significantly worse over time).  The third had a very small amount of that, along with a large pink spot in the middle of the pictures.  The fourth has a sort of tiger stripe pattern (purple again) over the whole picture.  All show up much worse in low light.  I'm guessing the pink spot and tiger stripe will be lens problems, not sure what would cause the purple noise round the edges.

I suspect they aren't checking for these problems properly when doing the refurbishment as they are barely noticable in good light, so I fully expect the next one to be just as bad if it was sent back originally with camera issues.

[adamtemp64]

sounds like the issue here http://community.o2.co.uk/t5/Android-Devices-Samsung-HTC-Sony/HTC-ONE-Purple-Pictures/m-p/585820#U58...