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]

er.rrrr .........   not sure how to send private message.

is it worth ringing customer services to find out ????     hehehehehhe

[jonsie]

There you go : Send this user a private message

[Anonymous]

Thank you Jonsie,,,,,,,,,,,,,,hehehehe       got a wifi ??

[jonsie]

Fraid not

[Anonymous]

Didnt want to move house eh ???      heehhehhehe

[jonsie]

not if it's a criteria of purchase

[Anonymous]

Update........

Waited all day sunday,,,,   still no sign of the promised callback.....   great !!

Monday morning,,,,,   rang 02 CS again....

As their was no option in the menu for... " If youre just about to lie down in the centre lane of the M1... press #  "  .....   and nothing else was relevant,,,, I chose the " thinking of leaving us " option.

Finally got through to agent,,,,  

Explained ALL the above problem ( AGAIN ) ,,,,, AND extra prob of no promised callback.......  and asked her if she could help,, or transfer me to someone who could.... 

" its not my department " was the reply ... " i`m in PAK codes " .

Gordon Bennett  !!!!!!!!   .......   

so youre not in the ` thinking of leaving us dept ?? `...........    

she replied,,,  no,,  I deal with pak codes.

well i said,,, I am thinking of leaving 02,,,for all the reasons above,,,,,,,,,,,,,,,,,,,,   what can you do to solve the prob keep me ??.............   

  er,,,,er...  " one sec,, I`ll transfer you through to `connected world `........

I asked...  who ???

She said,,,Connected world,,,, they deal with broadband problems.

I replied,,,  But i dont have a Broadband problem,or a connection problem,,,, coz as yet,,, I dont have broadand to have a problem with !!!!,,,,,,,thats why ive been on the phone and computer since 8-30pm on saturday,,,,and why I waited all day sunday for a callback that wasnt coming,,, and why i`m on the phone right now !!!....   Why are you putting me through to that dept ???

she said,,,  They will deal with it,,, I`m in pak codes.

ohhhhhhh ,,,,,,,,     got transferred to another agent....

Explained all of above yet again,,,, explained about no callback,,, 

agent said,,,  well i`m in `pay monthly `  .

what ?????????????????   so whats connected world supposed to be ???  and why hasnt previous agent done as she said she would and transfer me connected world ??

he replied,  ....... "not sure sir",,, I deal with pay monthly products.

( still looking for rope ).........

I say,,,,,,,,,  ok,,, so you can help me can you ?

( knowing that the wifi isnt a pay monthly product )

he says,,,,   there was a problem with your order ....

I erupt  !!!!!!!!!!  

OBVIOUSLY theres a problem,,,,  otherwise I wouldnt be talkking to you right now would I ???

I ask,,, why have they transferred me to pay monthly ??

he replies,,,  so we can help you,,,,,,,,,,,,,but,,,  I`m not familiar with the wifi hotspot.

I explode.

Your not familiar with hotspot ???    how come I am familiar with it and I dont work for 02,,,,,,,,,,,,,,,,,but you DO work for 02 and you dont know what a wifi hotspot is ??

silence.,..... 

 Then........   "It might be better if I transfer you to sales "

( dog hides under kitchen table )

What ??????????  ........  Ive spoken to sales 4 times,,, Ive chatted to sales on live chat.,,,,,,,,,  now youre going to transfer me to sales ??????

Yes sir.,,,,,,  were here to help !!!!

me,,,,,,,,,    Really ????   I could have sworn youre there to waste my time,, money and drive me round the bend,,,, are you sure you meant `help ` ????

Yes sir.   one sec..........................................................

2 mins later....

hello sir,,,, we need to go through security   .....

me.......     aggggghhhhhhhhhhhhhhhhhhhhhhhhhhhhhhh   !!!!!!!!!!!!!!!!

[Anonymous]

UPDATE......     good news...

Found rope....

    ( but still deciding which 02 operative to attach it to )

[Anonymous]

Have you responded to Toby's offer of help ?

[Toby]

Hi oneitemjohn,

I've sent you another PM, so take a look and we'll get this sorted