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POOR customer service

Anonymous
Not applicable

Last Friday I went to one of the O2 stores to get help with my phone that would not send text messages. Anyway, since I have temporarily changed to Pay as You Go, which was couple of months ago, I was unable to send text messages. If I tried to send one, a 'failed' message would appear, therefore I spoke to someone via Chat Online, who was unable to solve the problem as we were unable to find the right path to the message settings and I was advised to go to the nearest store instead. I as doing my final exams and writing a dissertation, so I was unable to go until last Friday. The staff in the store was quite helpful, however the person serving me was unable to fix the problem as he also could not find the text messages settings, so I was put on the phone to one of the advisers. This is where the problem starts.

   I explained the problem and I was asked by the adviser to enter the message settings, obviously. So I explained the message settings were not where the general settings were and even the staff in the store were unable to find them. At this point the adviser started to get annoyed with me, as if I was an idiot and could not find such a simple thing as the settings. There was also a lot of noise from the customers being served in the store, so I had to ask the adviser (kindly) to repeat what he had just said, which made him even angrier and started to raise his voice. 
Finally, he correctly guided me to the settings and informed me that the messaging center number was wrong and I was to change it, which I did. I was then asked to restart my phone and send a text message. I did so, however the messages were not sending, to which he raised his voice again and told me that he can see that I have just sent 4 text messages. I said to him kindly, I believe I used following words: "I know I must seem totally dumb, but I swear that the messages are not showing up, they did not sent." To which he started to shout and told me he could see I sent the messages and made me feel like an total idiot. I was really upset with the way I was treated, what a poor, poor behavior from and adviser! I thanked him and put the phone down.

   Anyway, the 'failed' message continued top appear, so when I got home, I searched for the problem online and I found out that the adviser gave me the wrong message center number. He told me to change it to: +447802000332, however I read from the website that it should be the following: +447802092035.

 

I was hoping to go back to pay monthly as I am looking into getting a new phone, but if this is how I get treated, I no longer want to be an O2 customer.

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MI5
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Then as advised, you need to cancel your order.
We can offer you assistance in tracking your order if you want us to but otherwise unable to help in any other way, I'm afraid.....
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
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Message 11 of 62
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Anonymous
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I have contacted UK mail who have no info on my delivery and to re contact o2. Which I did and the 1st advisor tells me that it will be dispached 2moro as it has been out off stock. Transfers me to her manager who tells me that it will be delivered 2moro and the previous advisor got mixed up! They have offered me £3 off my bill for 12 months. That no way covers the loss of 2days wages to sit in the house and wait or all the time I have been wasting trying to sort this out
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jonsie
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I have to agree with you. Terrible when they can't just state the truth at the outset.

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MI5
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So, have you got a tracking number yet?
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
Pixel 7a (O2 & Lyca), One Plus 6 (Sfr), iPhone 12 Pro Max (Vodafone)
Message 14 of 62
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Anonymous
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Yes I have a tracking number from last wed from I upgraded. The phone was to arrive on Friday sat all day and no phone. No update with UK mail so contact o2! On Saturday they tell me it will be here on Monday take 2day off work and no phone. UK mail say to contact o2
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MI5
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What does the UK Mail website say for your tracking number?
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
Pixel 7a (O2 & Lyca), One Plus 6 (Sfr), iPhone 12 Pro Max (Vodafone)
Message 16 of 62
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Anonymous
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To phone them. Which I have done and they have told me to contact o2 which I have also wasted an entire evening with them being fobbed off and lied to
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MI5
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I think it's worth mentioning that no one is lying to you.
CS will just be reading off to you what the computer says - They can't possible know anything else.....
Anyway, as your confidence in O2 is lost it's probably best that you cancel and either go in store for your phone or go to a different network now.....

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
Pixel 7a (O2 & Lyca), One Plus 6 (Sfr), iPhone 12 Pro Max (Vodafone)
Message 18 of 62
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Anonymous
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I take it you work for o2 MI5!!! I am even having a nitemare severing all ties with o2. And as for not being lied too I have screenshots of my chats as proof of these lie and contradictions made by the so called advisors
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jonsie
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We are all customers here Janet. There are some O2 staff members who post on a personal basis but they have a disclaimer in their signature.

I sympathise fully with your situation and I would have given up and cancelled now in your position. If the phone turns up just refuse delivery and make sure O2 know you are cancelling.

Message 20 of 62
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