I posted a similar message the other day. I’m a reasonable person, I despise the kinds of people who rage and bully people they go to who work for a service provider. But my beef with O2’s chat service is the total BS! How can a company that makes around £1,500,000,000 profit a year, thrilled in a financial statement about profit margin coming in part from charging customers more, a company with a low cost base, needing very little tendering, get away with telling me I could use chat and then go away, whilst my query was answered. But that was after they asked me a tonne of clearance questions, and told me I was now in a queue. I’m paying them £36 a month, over £400 a year, for what? I don’t cost them anything - I’m self managed on the app, my billing is automated, once they’ve signed me up, I’m put out to grass and forgotten about. It gets worse, Ofcom, the regulator, seem to think it’s acceptable for o2 (and the rest) to have only 85% of customers to be ‘satisfied.’ Out of their customer numbers, that’s over FIVE MILLION people who are paying for a bad service. And that same report? Nowhere did it talk about improving customer’s service. Look at their Trustpilot rating - again it’s across the industry - shocking!
The only thing I can praise about them is the occasional agents who are such good people. One lady managed to get me an iPad the other day for a price I could afford. But I’ve asked chat 4 times a simple question, and I keep getting none sense replies. The ‘aura’ virtual assistant must be an inside joke for senior managers to have a laugh about!
the thing is, what can we do? The only way is non-violent, commercial disruption - so to complain about every single failing, however small. To complain via ‘resolver’ too, who can escalate to the ombudsman with a case, to complain directly to Ofcom, to write to our MPs - about the way service providers (mobile, broadband, tv, energy…ALL) and ask why things like contract prices can go up ‘in line with inflation’ - but they are making millions and millions in profits- but it’s us little guys who have to pay more, what are they all doing to keep costs down?!
it’s a national disgrace. And I’m gonna start on the rampage.
