bad customer care

[Anonymous]

I have recently had the opportunity of experiencing bad customer care. I mean really bad customer care. I understand that sales staff is busy and have had bad experiences with customers in the past few weeks with the new iphones out but being an o2 customer for five years now I did not expect that. I was at o2's store in westfield and had come in to ask if i could upgrade from my 4s to the 5s and was literally not given the time of day. I was told to come back in 3-6 weeks and nothing more or less. It was a struggle to get the sales advisor to even smile and i tried my best to be postive but having reached home realised the shock of such bad customer care when speaking to my friends about it. I have also wanted to now leave o2 and pay the remainder of my contract off as soon as possible as bad customer care is intolerable. having said that I had been on the phone waiting for someone to pick up countless times but cannot wait the whole day as I have other work to do as well. I would appreciate if o2 would let me leave or give me a good explanation of why I was treated in such a way. I will make sure never to go to a mobile shop when a new phone is out again. I have had bad customer care from o2 staff before as well and feel as if this might be a recurring problem. Management should try to train their staff in providing the best customer care before letting them deal with us. I hope this message makes a difference.

[Anonymous]

Hi and Welcome to the forum,

I'm sorry to hear of your recent experience.

We are all customers here too.

We are all human and sometimes revert to type when under stress.

The store staff will be under stress due to the iphone launch but should remain professional at all times.

I would have approached another member of staff or visited another o2 shop or maybe an independent such as carfone warehouse et.

Did you ask to speak to someone senior in the store as the manager/manageress would have taken over the situation and probably resolved it for you.

You can upgrade online via your Myo2 or ring 202 from your mobile phone.

You can send your feedback as a complaint if you wish and if so let me know and I can provide the complaint online form.

You can leave o2 at any point but if your contract is not up you would have the pay the remaining amount of your contract minus any bolt on's.

If you ring o2 on 202 they will talk you through this and provide a PAC Code if you wish to move networks but keep your mobile number for the new network.

Take care.