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Website Purchases

Anonymous
Not applicable

Hi, this is feedback rather than anything else.

 

Today i went onto the o2 website to purchase a new phone (i currently have an existing contract with yourselves but the phone had broken so i needed a new one). When trying to buy the phone at first outright this wasnt clear on the website as i had to in the end select a tariff e.g. £10.00 a month to buy a phone with no monthly arrangement attached (which doesnt really make much sense).

After this when making the purchase i realised i had moved address as the payment system on the website advised that the card billing address had to match what o2 had on file - no problem. However when trying to change this there was no clear option to do this on the website and when contacting customer services they advised it would just be easier to use a different email address (which would mean creating a new email address just to order a phone).

 

All in all after speaking to customer services and amending my address it took me over an hour just to make one purchase on a website which could have really been done in 5 or 10 minutes had the website been more user friendly. The customer services team were really polite and helpful its just the website itself has ended up wasting a lot of my time and if the phone was available from carphone warehouse/three etc i would have alternatively just purchased it from them.

 

I do like o2 customer services but just feel that their website lets the company down a bit and is potentially losing them quite a bit of money - may be worth looking at letting customers do more with their accounts more easily

 

Thanks

 

 

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MI5
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I think we'd all agree with you on that.
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)
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Bambino
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I wouldn't be all that confident about receiving what you purchased before Christmas, if I were you. O2's stock reports are not live, and are notoriously wrong when it comes to particular phones and the amounts they truly have.

I DO NOT WORK FOR O2



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MercedesS
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Hello @Anonymous

Thanks for participating and sharing your thoughts with us. We do really appreciate your opinion and we'll make sure that your awesome feedback reaches O2 thumbsup

Keep your feedback coming. thumbsup

 

In case it helps, we have found this help page: Changing address in My O2

 

 

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