How do I actually send an email response to O2?

[Anonymous]

After a query, O2 sent me an email response requesting more information.

Now, initially, I went to their online chat (the email said I could) and the person I chatted to was helpful, took some information, and said my request would be dealt with.

Guess what? The response was a REPEAT of the first email.

Now, here's the kicker...

- The emails to me are sent from mycare@o2mail.co.uk

- Here's the footer from those emails, verbatim:

******

Dear O2 Customer, Please note that this is an unmonitored email account and we will not be able to respond to your query. If you have a query about your service please visit www.o2.co.uk/help or email us at mailto:mycare@o2mail.co.uk where it will receive our attention. Regards, O2 Customer Care This communication is from Telefonica UK Limited. Registered office: 260 Bath Road, Slough SL1 4DX. Registered in England and Wales: 1743099. VAT number: GB 778 6037

******

So, they are telling me to send a response to an email address which they are also saying is unmonitored... and... if I do send a response to mycare@o2mail.co.uk, I just get an automated response saying the email won't be dealt with. Catch 22!

Does anyone have any suggestions on how to actually send a response by email that will be dealt with?

I'm thinking I should maybe just write a complaint letter about not just poor, but demonstrably stupid, customer service.

[jonsie]

There is an email link in my signature. Very poor response from them initially.

O2 | Complaint

Email

[perksie]

I thought Toby had got this fixed some time ago, surprised to see it still happening.

[Toby]

Hi guys,

I'll re-raise this now. Thanks for flagging!

Toby

[Anonymous]

I'm confused... no on-line help as I'm abroad and time difference an issue. I still cant find an email contact on the web-site. Toby you have had 3 years to sort this out! Such a simple thing.

[Cleoriff]

Hi @Anonymous

There is no email address for O2 If you are abroad you need to contact CS using this link. There is a phone number to use from abroad

http://www.o2.co.uk/contactus

Contract +44 3448090202 Free  

Payg +44 7860980202 International rates

[MI5]

I don't think it's Toby's job.
It's a business decision made by O2 to stop email contact for CS.
There are free phone numbers to call from abroad if you are on contract.

[Toby]

Hi @Anonymous,

Welcome to the community. My job as Head of Community is exclusively here on the forum. I raise issues seen here and ask the rest of the team to assist me. As you've raised this, I can now go back to the team and ask for any updates.

[jonsie]

Most large companies have some form of email contact as did O2 previously. A big backward step to remove this form of support in everyones opinion. But that's the way of things now as O2 cut manpower and costs. Most of us can get issues resolved but when you are overseas, time differences and costs play a big part in getting help.

[Anonymous]

I *so* agree about stopping email support. Maybe it can be justified for personal accounts, but for businesses email is a very important means of communication, and removing it makes O2 a less professional service.

It isn't only being abroad when it is a problem, it's also when I don't have time for endless phone and chat sessions. Somehow, email tends to get a better response, and at least you've got a record of what was said, and one that can be stored and forwarded to others.

I'm currently trying to get a simple password reset done on my business account, but the web site says it has to be done by Customer Services. I'd like to be able to fire off an email and let CS deal with it, but so far I've had two chat sessions and two phone calls, all of which have taken up time, and none of which have managed to do the job.

So when I have another half and hour or so spare I'll give the phone another go, but I'm definitely losing patience with this rather unprofessional service...