live chat

[Anonymous]

So I thought i would upgrade my phone, being I always work as I work in the hospitality trade I thought I would do it online through live chats... it was going really well the my chat got closed so I had to restart I was just on the end of signing and paying for my contract .... so I started again near the end I got closed again so I started again at this point it was 2 hours later and I had spoke to 4 different people I couldn't even spell there names... 3 attempt that night I got all the way the to end and the person at the end of thechat was sending me a link at this point I was into 3 hours on chat.... oh and guess what 02 dicided it systems would go down and not generate the link for me so you could imagine my out rage so after a week I finally calmed down and decided to try again to upgrade my phone so it was all going good only spoke to one person spent an hour on chat talking to them answering questions blah blah blah get all the way go the end and guess what there systems are down !!!!!!! And they can't generate the link but it's okay I can call customer support between the hours the guess what I work !!!! So really 7 years I've been with 02 always paid no less the 50 a month for contract and never offered any thing even though I've been with them that long I can't even upgrade my phone.... so this has topped it off I'm changing my network... 

your sincerely the most out rage and discusted 02 customer    

[jonsie]

Maybe just too difficult a query.......

[Beenherebefore]

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@jonsie wrote:

4 ways to upgrade

• use online chat....we know that is useless and time consuming
• upgrade online....won't accept a debit card because the system is crap
• call customer service....no problem but payment will be taken and then you find out days later that the phone is out of stock
• Go instore and walk out with the new phone...if they have it in stock but they can't/won't match the online offers

Or just go with another network....

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Exactly !......if the online services do not function then shut them down otherwise customers will continue using the defective services and will continue to complain about them.......is it really so difficult for O2 to understand ?

[Bambino]

I personally never suggest that anyone use Live Chat, but statistically, we don't know how many people use it successfully. We only ever hear the horror stories, of which there are many, but people usually come here to complain, and only rarely do they post here about good experiences with the service.

[MI5]

It will only get worse what with all the UK call centres closing down.

[Bambino]

I would agree with that.

[Cleoriff]

Thing is for me....I would always ask here first. ...:smileywink:

[Bambino]

Except that some people who are new to O2 don't know that, or even know that the forum exists for help.

[Cleoriff]

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@Bambino wrote:

Except that some people who are new to O2 don't know that, or even know that the forum exists for help.

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I agree...I was just pointing out what I do personally. Mind you we have heard tales of Live Chat referring people to the forum.....so they know about it......

[MI5]

It's the second cheapest line of customer support that o2 has and the cheapest one that can address account issues, so heavily promoted by o2 as a viable option.
They just need to get the training sorted out and they'll be OK

[Bambino]

They've been 'retraining' Live Chat staff for several years now. Hasn't worked. Maybe they need new retrainers? @Cleoriff if Live Chat refers them here, maybe they should be referring some of their wages here too. Mind you, as they're in outsourced countries they probably aren't earning much anyway. They also probably have a high turnover of staff.