on 10-12-2017 20:45
on 10-12-2017 20:45
Hi, this is feedback rather than anything else.
Today i went onto the o2 website to purchase a new phone (i currently have an existing contract with yourselves but the phone had broken so i needed a new one). When trying to buy the phone at first outright this wasnt clear on the website as i had to in the end select a tariff e.g. £10.00 a month to buy a phone with no monthly arrangement attached (which doesnt really make much sense).
After this when making the purchase i realised i had moved address as the payment system on the website advised that the card billing address had to match what o2 had on file - no problem. However when trying to change this there was no clear option to do this on the website and when contacting customer services they advised it would just be easier to use a different email address (which would mean creating a new email address just to order a phone).
All in all after speaking to customer services and amending my address it took me over an hour just to make one purchase on a website which could have really been done in 5 or 10 minutes had the website been more user friendly. The customer services team were really polite and helpful its just the website itself has ended up wasting a lot of my time and if the phone was available from carphone warehouse/three etc i would have alternatively just purchased it from them.
I do like o2 customer services but just feel that their website lets the company down a bit and is potentially losing them quite a bit of money - may be worth looking at letting customers do more with their accounts more easily
Thanks
on 10-12-2017 20:49
10-12-2017 21:27 - edited 10-12-2017 21:29
10-12-2017 21:27 - edited 10-12-2017 21:29
on 03-01-2018 15:39
Hello @Anonymous
Thanks for participating and sharing your thoughts with us. We do really appreciate your opinion and we'll make sure that your awesome feedback reaches O2
Keep your feedback coming.
In case it helps, we have found this help page: Changing address in My O2