"system errors" etc.

[cyrillicguy]

As I've mentioned in another thread, recently I've got an absolutely non-legit bill from O2 totalling to just over £170. £170 that I don't owe them and that O2 has absolutely no right to claim. It was apparently due to some sort of a "system error", and there were other people getting affected by it for the past couple of years or so.

So, I thought I'd share some thoughts with yous on that one. You're welcome to call me an idealist with large pink goggles glued to my face if that's how you feel

There's one and only thing, in my opinion, which distinguishes someone who genuinely did not mean any harm from the one who acts maliciously or at least with the absolute disregard to the impact that his actions might have on others.

What is that thing then? Think of it, it's simple...

It's the genuine sense of guilt.

Imagine yourself unintentionally creating a situation where you've made some other innocent person to pay the price. You did not mean it, but it has happened.

What would you do? I know what I'd do. Two things really.

1) I'd make it my top priority to bring everything to how it was before. Doing everything possible, work day and night on it. All it takes.

2) I'd be genuinely sorry. Not in the "oh.." way of being sorry. No, I'd mean it. And if I meant it, I'd done everything to prove it with my actual deeds. I'd go out of my way to compensate the person as much as no court would ever award, be it financially, morally or whatever way necessary.

But that's just me, of course.

However, that's the reason why I don't believe in "unfortunate system errors" lasting for years without getting fixed, I don't believe in "we're sorry" when in order to get the error rectified, one phonecall after another has to be made, when people have to wait for "10 working days" in order to get back the money which were taken off them and which should not have been taken in a first place. No way I would believe in "we do apologize for the inconvenience" when nothing is offered to compensate for that inconvenience, and you have to start another saga of dealing with a complaints team, which means more phone calls, more passing from pillar to post and more stress, in order to get a "goodwill gesture".

I don't believe in "but you gotta understand, it's a big company, there are procedures..." mantra. Procedures don't grow on trees, they are crafted by humang beings, and if what appears to be a cumbersome, akward procedure is being followed for years without being replaced by a more convenient and straightforward equivalent, that means that people behind it are actually quite happy with it, they want it to be and to stay that way.

But again, that's just me.

Vent mode off

[cyrillicguy]

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@jonsie wrote:

There should be no need to have to keep repeating the issue, indeed there should be no need to make call after call.

Every phone call is supposed to be logged onto the account in question. Too often an adviser can't be assed to make notes which is totally against o2 policy and training. Unforgiveable but in the age where an adviser has to take x number of calls an hour, understandable to a degree.

However a problem or a complaint should be dealt with on the first point of contact and resolved in the least amount of time possible. Oh, it's not my problem, I'll send an email to accounts later...if I can remember.

That totally aside, why does this keep reoccurring time after time. I will not accept system error, someone in IT is responsible for o2's systems and either want sacking or o2 need to change the outsourced company responsible.

...oh, but it's ok, think of the interest we are earning by holding onto the suckers money for 10 days. 

£170 or any other amount is a piddling amount to o2 but to a family it could be the difference in paying a mortgage or a commodity bill and eating or not.

Two years and counting but hey, the shareholders are happy.

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@jonsie, yes, yes and bloody yes. There's no such a thing as a system error which is just sitting there for years and nothing could be done about it. "Teething" problems can and do exist with every more or less complex project, but not tackling the issue as soon as it pops up is nothing but intentional negligence.

[jonsie]

You really need to be on top of your credit file too. Once a default has been placed on there its a devil of a job to get it removed. For one of our members it took 6 months through no fault of his own.

I know you have cancelled your direct debit so be very aware and insist this is sorted with the utmost urgency.

[cyrillicguy]

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@jonsie wrote:

You really need to be on top of your credit file too. Once a default has been placed on there its a devil of a job to get it removed. For one of our members it took 6 months through no fault of his own.

I know you have cancelled your direct debit so be very aware and insist this is sorted with the utmost urgency.

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I know that @jonsie, and this is one of my key worries here in that particular case. Can leave without all the hassle, but should that happen I'll be making sure that I get a proper compensation for this.