Why has it become so hard to get a straight answer?

[Anonymous]

I’ve been getting inconsistent, incorrect and sometimes downright lies for in excess of 2 months whilst trying to change tariffs, upgrade a phone, and get a refund from an un-received order!

After exhausting all avenues, i.e; 202, online chat, o2 store, CPWH, and twitter I had no choice but to write an official letter of complaint – I sent this via the complaints email address on the o2 site and received the automated replay that says ‘we’re sorry you’ve had to complain.  We will get back to you within 10 days to discuss your complaint’ – that was 12 days ago, no word – I called 202 there no option for the complaints team so I hit some options to get through to a person who [after 28 mins on hold] put me through to the complaints department. 

They said they can’t ‘look’ for my complaint as they don’t have a search facility – they said it’s likely to take more than 10 days despite the email saying it would be dealt with within this period [no maybe or ‘we aim too’] – then he said ‘you should email them again and ask them how long it will take to reply’ – I said ‘…and wait ten days+ for them to respond and say they do or don’t know where my original email is? He basically said yes.

I just go round and round in circles and I’ve been doing this for 2 months – I just want an actual human, with some authority to make decisions and not a robot that can’t understand basic English to take my letter, read it, fix the problem and then I can get back to normal. – at the moment I’m in a ‘limbo’ contract with a phone on its last legs o2 have £299 of my money and I’m seriously hacked off with it all.

The worst of it is the complaint actually needs to be extended now following further problems I’ve had since writing the letter!

When did o2 become so hard to deal with?  I’ve been with them for 4 years because their customer service always makes me feel welcome but I feel so undervalued I don’t know why I continue to pay over the odd for substandard treatment?

Does anyone know what / who I can speak to rectify this?

[macblank]

zombie.... thats cool

i expect it wil be answered by one of the team. however there is a direct email addy to the team, that isnt so easy to get, that i was on about.

[Anonymous]

…so this morning I’ve called the number I was given to confirm that I accept their offer – this is now being processed for next day delivery – I’m not home tomorrow if they do try and deliver, but hopefully I will be able to collect it from the depot one evening this week.

Will update accordingly.

And just to clarify – that o2 email address that’s causing debate is only generic email customer relations email address – nothing that will get you an actual person unfortunately.

[Toby]

Let us know how you get on Joseph

Toby

[Anonymous]

Well I got home yesterday to the DPD calling card, logged onto their site and scheduled it for me to collect from their depot before work today as it was looking unlikely I’d get another chance. 

Got up early, drove 15miles to it and collected it – took 20 mins for DPD to find it, they thought it was lost.  After much digging and swearing in the back of vans it was uncovered and they passed it me and said ‘I’m meant to check 3 forms of ID but you’ve waited long enough for us to find it so I won’t bother’.

Nice to know securities tight, especially after I’d spend ages downloading and printing utility bills to prove myself!

Anyway – long story short – after wrestling with a temperamental iTunes back-up for 6 hours I now have a working iPhone 5 and an email to welcome me to the tariff I wanted.

Thanks for the support chaps, it’s been a pleasure ‘venting’ to you.

[macblank]

glad ur sorted.

[jonsie]

Glad you got there in the end:smileyhappy:

[Anonymous]

Good job!

[Anonymous]

...and to top it all off today I received my old-skool cheque for £299.99 from CPWH for the first messed up order...only took 7 weeks to get back, just need to wait a week for it to clear now lol.

Also laughed that the generic letter it was attached to that basically said thank's for the purchase and he's the cash-back from the offer I brought it on!

J

[Liquid]

Haha they probally haven't got a letter template for sorry we screwed up.


My god, what Is a cheque? Haven't seen one since I've been alive:)

Glad it's all sorted:)