Why do so many customers think the Community is O2 Customer Services ?

[Beenherebefore]

I'm presuming it can't be made clear enough on the initial pages when they register.

Perhaps some ideas are needed to explain a little better the purpose of the Community together with a simple message on the registration page not to post personal details ?

[Glory1]

I understand what you are saying @Cleoriff and I appreciate that the many knowledgeable people on the forum can assist customers far better than CS with their mobile/tablet queries. It's how I got involved in the first place and several members, including yourself, have been extremely helpful to me since joining.

I was, however, mainly thinking about the customer question only CS can answer. Which is why I agree with everyone who suggested that it should be made very clear that this is a customer to customer forum and any queries about their account should be raised with, and can only be answered by, CS. As well as not posting personal information such as their bank details.

[Cleoriff]

I agree totally.

About a year ago we used to say 'we can help with many things EXCEPT account based queries'. Now I notice many account based queries are being answered. So to some extent we are exacerbating the issue ourselves.

Again...my opinion. .

O2 have a very good set up on the community simply by using the skills and expertise of its members.

It's not right but I honestly cant see them agreeing to change it.

[Beenherebefore]

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@Cleoriff wrote:

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I honestly cant see them agreeing to change it.

Except......to listen to us and act on our advice....we do know more about the Community than O2 who are not officially represented here, all they do is provide the format.

And when I say "O2" I do not mean the Community management, I mean O2 the network provider management.

[Cleoriff]

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@Beenherebefore wrote:

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@Cleoriff wrote:

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I honestly cant see them agreeing to change it.

Except......to listen to us and act on our advice....we do know more about the Community than O2 who are not officially represented here, all they do is provide the format.

And when I say "O2" I do not mean the Community management, I mean O2 the network provider management.

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True. However we rely on our feedback being given to O2 'the network provider' . It's not.

Stock answer we get it 'We will ask the team'...

We may want to think about a Q & A live session. We were promised one 2 years ago. To my knowledge it was cancelled and never reconvened. 

[Glory1]

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@Cleoriff wrote:

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@Beenherebefore wrote:

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@Cleoriff wrote:

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I honestly cant see them agreeing to change it.

Except......to listen to us and act on our advice....we do know more about the Community than O2 who are not officially represented here, all they do is provide the format.

And when I say "O2" I do not mean the Community management, I mean O2 the network provider management.

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True. However we rely on our feedback being given to O2 'the network provider' . It's not.

Stock answer we get it 'We will ask the team'...

We may want to think about a Q & A live session. We were promised one 2 years ago. To my knowledge it was cancelled and never reconvened. 

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Again, may I ask a 'dumb' question. Why isn't our feedback being passed to o2? A Q&A live session is a great idea @Cleoriff. I'm definitely up for that.

[Beenherebefore]

I believe the feedback does reach O2 but the question is do O2 give it any credence......I mean we are not that important to their business are we ?
That is proved by the customer numbers published each quarter.

[jonsie]

O2 have their own agenda and the present system and setup obviously works for them.

I have to ask whether feeding back or making suggestions is worth the time and effort. Rarely is any request actioned, rarely any improvement suggested put in place. 

The present last read post fiasco has still not been addressed after weeks and weeks. O2 are quite happy for the community to appear very busy and for us to direct them to customer service.

[Glory1]

Actually @jonsie I think you are right. I think o2 are of the opinion "if it ain't broke........" Still I believe 'if you don't ask you don't get' so you lose nothing putting forward improvement ideas.

I also agree that as @Beenherebefore said we are not that important to o2's business as customer numbers are what ticks the profit box. And that's what it's all about. Are the customers happy. Who cares as long as they pay their bills. Sad really.

[Beenherebefore]

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@MI5 wrote:
It's getting worse now too.
I'd guess that at least 80% of post are aimed at customer service. Lost count of the number of times we've had to say it isn't.

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And still they keep coming.......it's like watching Zulu, there's no stopping them.

[Cleoriff]

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@Beenherebefore wrote:
I believe the feedback does reach O2 but the question is do O2 give it any credence......I mean we are not that important to their business are we ?
That is proved by the customer numbers published each quarter.

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Which, in a roundabout way is what I am inferring. How many times have we been asked to suggest improvements? Long threads of suggestions follow....rarely, IF EVER, is anything implemented.

However....it does generate a lot of forum activity.

A cynical outlook maybe...but facts are facts.