How to waste 2 and a 1/2 hours of your precious time on a saturday night

[Anonymous]

Hi all,,,,

1. 8-30pm... went online to buy 02 wifi hotspot. went through all stages,,,, payment,, address,,,, etc etc...    all authrosied okay and confirmed,,,   welcome to 02 page,,,,,, expected delivery day,,,etc,,,etc ( even though i am existing 02 payg customer),,,,,,,,,,,,anyway,,, all confirmed okay.

2. 1 minute later email arrives saying order not accepted.

3. went back online to LIVE CHAT,,,,,    explained to agent/chatmeister all of the above,

agent didnt have a clue,,,, after 30 mins he suggested transfer chat to sales team,,  I agreed.

4. Explained all above to sales agent,,,, sales agent didnt have a clue either......  30 mins later suggests ordering again.  i agree.

5. back to 02 online,,,,  order wifi again,,,,,,   all accepted,,,,authorised payment card etc,,,, confirmed address,,,,,  delivery,,,, order number,,,welcome page,,,, again,,,,,,all confirmed okay again.

6. 1 minute later,,,,,, Email arrives,,,, order not accepted.

7. Back to LIVE CHAT,,,,, agent #2.....     explained all above,,,,,,again.

   agent suggests going to an 02 shop.

I reply,,,,,  ( *******************  )....  Agent #2 states a problem with my bank .....

I reply,,, No prob with bank,,,prob with website/02.........   agent#2 insists bank prob.

8. Rang bank,,,,,  TWO seperate payments recently been authorised okay to 02,,,, no problem.

9. Back online to LIVE CHAT....   agent #3......   explained ALL of above ...twice .....  agent #3  suggests I may have a poor credit history  !!!!   ( I explode ).

I advise afformentioned dumpling that my credit history is BETTER than 02`s credit history and to stop talking crap and explain whats gone wrong.

Dumpling still insists its my problem,,,  and cant realise that all payments had been authorised okay by my bank,,,,( TWICE ) ,,,, so obviously its not a credit problem at all.... agent FAILS to understand what AUTHORISED means.

10. I lose it and get disconnected.

11. Back onto LIVE chat....  agent #4 ....   explained ALL of above again,,,,,   agent #4 suggests to pass chat to supervisor,,,,  I agree ( beg ) .....

so called `supervisor`( probably the cleaner )... supposedly reads above chat to agent #4.....    then stupidly suggest visting an 02 shop  !!!!.

supervisor fails miserably to understand the problem,,, fails to understand I had 2 payments authorised ok,,,,, failed to understand that I had spent over 2 hours explaining the same thing over ad over and over,,,with no results,,,,,   then,,, he finally comes up with a reason why orders had been cancelled.

" It might be becuse you ordered TWO items at once " ...

By this time i am looking for some rope and a suitable place to hang it from,,,,

I informed again that I DIDNT ORDER TWO ITEMS AT ONCE  ,,,, !!!!

supervisor fails to understand that i first ordered one item,,, had it confirmed,,, then cancelled for no reason,,,,,,,,,,  and only THEN did i attempt to order the item again.

Then,,, unbelievably he suggests that it may because I broke a rule,,,,  ??  what ??

He states that because I have the same address/card/email as when i ordered my exisiting phone ( 2 months ago ),,,, that I wasnt allowed to order another item using the same details.

I suggested moving house............heheheheh   .

I asked him if he saying that i am not aloowed to have more than one product from 02 ?? ,,,,   he states,,, " I didnt say that ".

so,,, what he`s actually saying is,,,,,   If i want to order a wifi ( as well as keeping my phone ),,, Then i either need to move house,,, change email,,,, or swap Banks  !!!.

He disagreed,,,,but FAILED again to explain how I am supposed to order the wifi without moving house/changing email/bank..... then because he couldnt answer the question,,,,,  guess what ??     Disconnected me,,,,  at 11pm,,,, very convenient... I wonder what time customer service/live chat closes ???  hhmmmmm.

..        to 02....    run a customer service dept ??? ,,,,,, in my opinion,,, you couldnt run a Bath !!!

150 Minutes wasted  !!!!!!     02,,,, ????    pathetic  !!!

goodnight !!!

now....   wheres that Vodafone number gone ??...

[Anonymous]

I  WAS going to order a new phone, ....

But it would be easier to train the Dog to MAKE one...... heheheheh

[perksie]

I'm loving this thread!!! 

I really hope it turns up ok for you before I get carried away laughing myself silly.

[Anonymous]

heheheheheh

[Anonymous]

Knowing my luck,,, by the time it arrives it`ll be obsolete.

I`m lucky like that..

[Anonymous]

Thanks Perksie,,,,,,,,,,hehehheheh    I`ll let you know.

[Anonymous]

Update......... Tuesday am.

10-30 am....... Postman arrives and bites dog.

Aforementioned royal mail operative presents me with long lost wifi device.

I put rope back in garage.

Open device,,, insert sim,,,, on.... Ipad on,,, connect................. BINGO. !!!!

Try quickly as leaving for coast...... Turn off..... Head off to coast.

Arrive coast.... Turn on wifi.....ipad...... Connect.....

Google....... O2 community....... Log in...... Find thread......... Page takes me to. Page saying

" you need to top up data before you can use internet " ( or words to that effect ).

( the wifi i bought ( eventually ) should have had 1gb already loaded ).

I think...... Here we go again.......

Surely I have used 1gb just opening gooogle then o2 community ?. Why is it saying need to top up ...?.

Only 1 way to find out........ Ring customer services...... Oh no.

The journey into hell begins again......

Eventually got through to technical dept....
Explain above to agent,,,,, agent says reboot device,,,,, i do....
Every time i try to open new tab,,,,, browser goes to top up page,,,,, need to top up.
So... I sign and go to top up page just for curiosity...
( bearing in mind i bought the 1gb package that last for 30 days )

Get to my allowance page and it states i have 2gb and is valid for 90 days. !!!!

So i ask agent,,,,,, why wont it let me get past the top up page ?.. When i dont even neeed a top up ?..

Agent is as confused as i am..... Then he says.... What is the postcode ..?

I tell him,,,, he checks coverage and states no network in that area.
I tell him,,, i know its a bad area and i might only get a slow connection and not 3 g,,,,,, but,,,, at least its a connection.
He insists there is no coverage.
I insist there is,,,, but slow.... Because i have ALREADY been connected.
Agent insists,,,,, it says in front of him ,,,no coverage....
I say,,,,, and it says in front of me,,,, coverage,,, but only 2g.... And i tell him i am quite prepared to have a slow connection as i knew before i bought that the area was poor..... But..... That still dosent answer my question why it wont let me get past the top up page.
Agent says again that theres no coverage....... I say again.... THERE IS @@@@@@g coverage.... Ive just sodding used it..... And the device says good 2g signal.....and the device says connected,,,,, so why are you telling me there is No coverage here when there obviously is ?...

Agent insists no coverage because thats what it says in front of him.

My patience starts to dissolve rapidly..

I ask..... So you dont believe that ive already used it here... Got a connection,,,, got to google,,,,,got to o2 community..... And logged in,,, all using the device at this location ????
Agent says..... I have to go with what it says in front of me.

I say,,,,, so you dont believe me then ?..

He says.... I have to go with what it says here.

I say..... So you dont believe me ?.

He says,,,, i have to go with what it says here,,,,and it says here.... No coverage.

I say.... So ive imagined logging into o2 then....

He says..... I have to go with what it says.... It says no coverage.

I say..... Dont always believe what you see there..... By the way.... Is there a sign on your desk that says,,,,, " i'm a very helpful technician who believes customers ?

He dosent answer,,,, obviously.

I get cut off.

Thats it !!!!,

Good job i left the dog at home.

Back on to customer services......

[MI5]

Poor Dog

[jonsie]

Maybe you and technology are not a good partnership!

[Anonymous]

Continued....

So... Rang CS Again....

While i was waiting,,, i remembered i had a missed call from o2 while driving to coast......
Agent answers..... I explain about missed call and could he tell me who had rung me and what did they want ?.
I.e. ... Was it the call that i waited all day sunday for ?

Agent dives in and says..... Oh its just a courtesy call to see if you're happy with our services

I say.... You ARE joking me aren't you ?..

He ays,,, no... It was a courtesy call.

I say..... How do you know it was a courtesy call....?. You don't even know my name... Or my number... And you haven't checked anything yet,,,, so how do you know it was a courtesy call ?..

Unbelievably he says...
Coz we've had a lot lately !!!!

I say.... So you assumed ?..

He says,,,,,, er,,,,yes.

I say...... Well dont !!!!..... The reason ive spent 4 days talking to slap jawed halfwits,,,, and made 6 hours worth of calls/chats..... Is because of people who assume...wrongly !!! Put me through to your supervisor please.

Music for 20 seconds...... Then silence......... Cut off !!

I start to shake.... Steam starts to erupt from my ears and nose with the velocity of a long range ballistic missile !!!

Back onto CS.....

Can feel brain warming up due to phone stuck constantly to earhole.

Agent answers,,,,, i explain all above.... Plus original problem..... And demand to speak to someone in authority, as opposed to someone who has the intelligence of a small, chrome plated soap dish.

Agents connect me to..... Phil.

Phil spends next 2 hours with me on the phone....
I explain everything i have typed in this thread,,,and a bit more......
Phil isn't in technical dept.... But tells me to take out simcard.... Insert back in.... Reboot device....
Bingo.... I get past top up page.
( why couldn't technician say that ??? )
Phil explains the reason it says 2gb , when i ordered 1gb, is because of some offer that doubles your data,,,, allegedly.

I thank phil but ask him why it should be this hard ??
Obviously his hands are tied, and cant really answer the question

Phil then promises to deal with all problems internally, as opposed to me ripping somebody's head off their shoulders and eating it, ...... And...he promises to double my pay and go allowance as a token.

I appreciate the double allowance, obviously.
But..... It really shouldn't be is hard
And the problem seems to be,,,, quite simply this....
And i am no means blaming all at o2 ..... But the agents that i have chatted to are quite obviously poorly trained, ignorant, in too much of a hurry to pass you onto somebody else, without even attempting to help you.... And all have the same ' cant be arsed' attitude, and seem to be as thick as a balm cake.
The problem is..... Whilever other people keep apologising on their behalf, then they will never learn and never change.

Anyway folks..... Thats me done.......
I am typing this on my ipad,,,at the the coast, in the middle of nowhere,,,,, using my o2 device, that took me 4 days,,, nearly 7 hours of phonecalls, 12 arguments,,, 5 disconnections,,,,, 3 headaches...... A dog that doesn't trust me anymore,,,, and i now have to wait for a £70 refund !!!!.
Now i know why all our phone bills are so high...... Its called.... Incompetence..... Pure incompetence.

Thank you all for your help and advice..... And its been a pleasure to meet you all, and to be an o2 customer,,,,,,,,well,,,, maybe not that last bit.

Cheers all....

... Twoitemsjohn

[Anonymous]

Hi jonsie,,,,,, its not me and technology that don't get on,,,,,, its me and morons !!!