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]

Good Morning oneitemjohn ,and Welcome to the forum,

I appreciate your frustration regarding this recent experience.

What you was trying to achieve was reasonable and obviously should have been completed without issue.

May I explain at this point that o2's Live Chat are Non Uk Outsourced Callcentres who are generally fine for low level general enquires, but when a situation involves a persons account, or a problem that is not a run of the mill one, they do have problems trouble shooting.

I appreciate you probably would not have known this.

If you call 202 for Contract Customers or 4445 for payg Customers from your mobile to o2's Uk Callcentre they will be most likely be able to clear things up for you.

[Anonymous]

I appreciate your reply B of B....... but,,,,,,,,,with respect....

If all they are capable of doing is give mis advice, misinformation, suggest visiting a shop, Lie, suggest my credit rating is poor, and basically insult me..........  then 02 should either train them properly, or sack them for being incompetent.... Not waste 150 minutes of my time .

They should have stated they were incapable of dealing with the problem,,, rather than guess.

thanks,,,

[Anonymous]

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@Anonymous wrote:

I appreciate your reply B of B....... but,,,,,,,,,with respect....

If all they are capable of doing is give mis advice, misinformation, suggest visiting a shop, Lie, suggest my credit rating is poor, and basically insult me..........  then 02 should either train them properly, or sack them for being halfwits.... Not waste 150 minutes of my time .

They should have stated they were incapable of dealing with the problem,,, rather than guess.

thanks,,,

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Fully appreciate what your saying.

They dont always get things muddled as their are previous posts thanking them for their assistance.

We have asked not too long ago about this department and have been told they are undergoing further training.

We think they read from a script and help pages.

With the possibility of Uk o2 Callcentres being cut back then they do need to improve this service. {hence the piece in my signature}.

[Anonymous]

UPDATE...........

Spoke to cust services this morning in THIS country........  another 30 mins wasted.

Spent 15 mins telling agent about above problem,,,,,  agent asks me the phone number of the phone .....    ...................   what ??

I explain to the agent,,,, that the  wifi hotspot isnt a phone, .....  strangely enough...its a wifi hoptspot.

then unbelievably asks me again, the number of the wifi device.

I take a deep deep breath and ask him how I could possibly know the number if I havent got the device yet ???????....  and thats the whole point of me being on the phone to him,   ......................  no reply,,,,agent changes subject.

I explain to agent that once i get the problem sorted and receive the device, then he can glady have the number,,,,  but by then the problem will be sorted and he will no longer need to know the number.  ( it really isnt rocket science is it ?? . )

agent then transfers me to another agent who says she is going to get another agent to contact me asap ( as battery nearly dead ).................      

guess what ??............................

you guessed correct.

not impressed............thanks,.

[Anonymous]

Afternoon,

Who's battery was nearly dead ?

Surly a power cord was available.

Fingers crossed you get the callback, resolve the current issue, and you can get back to your daily life.

[jonsie]

Well done for your patience! Time to give up and go instore.

[Anonymous]

It was my battery that was nearly dead,,,, so i asked if they could call me back on a different number. 

power cord was not available,,, otherwise I would have pluggged it in. Obviously.

thanks.

[Anonymous]

hi jonsie...    No patience left i`m afraid.

and yes,, I will be giving up and going instore........     

unfortunately the store wont  say 02 above the Door.

Thanks,

[Anonymous]

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@Anonymous wrote:

It was my battery that was nearly dead,,,, so i asked if they could call me back on a different number. 

power cord was not available,,, otherwise I would have pluggged it in. Obviously.

thanks.

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Fair enough.

Hope all goes well for you on your change of network.