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 ??...

[perksie]

---

@Toby wrote:
Hi oneitemjohn,

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

---

@I think this is what @Anonymous is looking for, and they're on half price until the 25th Sept:

http://www.o2.co.uk/broadband/mobile-broadband/o2-pocket-hotspot?cm_mmc=googleuk-_-PPC_Direct_MBB-_-MobileWifi-_-Mifi-O2-Exact%20o2pockethotspot%20Exact&gclid=CMDv1uPU4bkCFcLHtAod2moAbg&gclid=CMDv1uPU4bkCFcLHtAod2moAbg&gclsrc=aw.ds

[jonsie]

Perhaps at this stage O2 should send a free one as a GOGW!:smileywink:

[Anonymous]

update,,,,  Yes replied to Toby as soon as Jonsie left me the link,,,,  But only just seen the reply from Toby....  I may not need your much appreciated help yet Toby,,, I`m  not sure,, ( see Below ),,, But i`ll message you anyway.

update.......

 Passed secrity and spent another 30 mins explaining all above, plus shoe size and inside leg measurement   etc  etc........

agent says,,,,  have you got your order number ??

I say,,, yes,, I have TWO order numbers

agent says,,,, Why have you got 2 order numbers ?? ( he obviously didnt listen when I explained above )...

I take deep breath,,,,and explain again,,,,, that I tried to order twice because your colleague advised me to,,, after the first one failed.

agent says,,, ok,,, give me both,,,,      I do,,,,

agent says,,,,  one second sir ,, i`ll try to see whats gone wrong

I say,,, ok,, but ,,, please please please dont come back on to me and say theres a problem with your order....otherwise I will just melt !!.

2 mins later.....  agent.......

.................................................................   wait for it..........

wait..................

agent,,,,,,,,,,,,, " yes....   It seems theres a problem with your order "

( dog rings RSPCA himslef, to enquire about having possible new owner   !!  )

I keep my calm,,,,, ( as much as possible ) ,,,  and politely say,,,

yes...  I know.    I know theres a problem,,,,,,  The problem is ive spent 6 hours, spread over three days,,, Ive spoken to about 7 people,,, chatted to about another 6 people,,,,  Ive been lied to, insulted, misinformed, let down.. heard asbout 8 diffeent excusues as to whats gone wrong,,,  and I am STILL in the same position as I was at 8-30pm on Saturday......  

So...stout Yeoman,,,,,,  can you possibly inform me as to how you can resolve the matter and get me a So*****g wifi ???? 

he replies....   I think you may have failed the credit check.

I take TWO deep breaths,,,,  and say...

" how the hell can I fail the credit check when it all went through as authorised,,, ??

PLUS.....   Ive never failed a credit check in my life,,,,

PLUS....  other than my Mortgage,, Ive never had anything on credit.

PLUS.... Ive never owed anyone, anything in my life...

PLUS....  I know any credit check will be 100% fine..

PLUS..... I have more money in the Bank, than you will ever earn.

PLUS...  The payment/s have already been authorised by my bank, all ready for 02 to collect.

PLUS....  You seemed to have missed the blindingly obvious point..,,,, that is....  that  me giving 02 £35 instantly,,,, and then 02 giving me a wifi in return,,,,,   CANNOT , In anybodys mind, be classed as  CREDIT  !!!!!!!!  

Agent....  " well thats the only thing I can think of sir..."

Me...   so you guessed ???

agent,,,,   well er,,, yes.

me,.WELL DONT   !!!!!   coz youre wrong.  not just a little bit wrong, but 100% wrong.

agent,,,   Shall i transfer you someone else ??

Me,,,,,     yes yes yes,,,please please,,,, !!!!!!!!!!!

[Anonymous]

Continued.....

sales agent #2.....      can I send you text message/code for security ??

me....   Oh yes,,,  at the moment, I`d be absolutely delighted to receive ANYTHING from 02.

agent sends code,,, I pass security.

Explained ALL of the above to this agent,,,,

Agents asks order numbers etc,,,, and says he`ll call back after  ` investigating `....

I ask him to promise he will call back,,, unlike colleague.... he assures me he will.

I calm dog down in readiness for Sherlocks call....

Surprisingly enough...,,,,, he calls back and says he cant find out whats happened.

( Dog takes deep breath )

I say,,,,   why the hell cant   YOU just order me one ???

agent says,,,,, oh,, I can do that sir,,, no problem,

he does...

I ask why none of the previous 13/14 agents couldnt do that ??

agent,,,,  Not sure sir.

He starts to order wifi,,,,

I say,,,,   Do you have any ear Muffs to hand ??

He says,,,, why sir ?

I say....   Just in case you come back on and tell me youre out of stock of Wi-fi`s  !!!,

Agent laughs

( dog breaths out )

agent says he will call me back to confirm order has gone through okay.

2 hours later. ( does it really take 2 hours for a guy in sales to order and confirm a wifi ?? )

2 hours later,,,,agent calls and says,,,,  all ordered and confirmed,,,,,,,,, wifi should be with you Tomorrow sir.

me.....   And youre sure i wont receive THREE wifi`s arent you ??

agent,,,,,,,,yes, sir.

I thank afformetioned operative ,,,   he says its a pleasure,

I say,,,,   It might be a pleasure for you,,,, But thats the very last thing this has been for me.

so.....   to be continued..................

[Anonymous]

Phew !!!

     

[jonsie]

It may well have been a nightmare for you bu rest assured your tales of woe and ready wit have kept us all entertained John.

Thanks for sharing, hope your delivery goes ok to your new address:smileywink:

[Anonymous]

Exactly

[Anonymous]

to jonsie......  thanks,,,,,,,,,heheheh

[Anonymous]

and B and B   thanks also,,,,,,,,,,and Toby

[Anonymous]

Ive missed a bit out,......

The agent who placed the order says I needed a new online password and username for this product............. and to keep my existing username/password for my existing product.

so because I have ( or will have hopefully ) 2 products,,, then I need 2 , 02accounts online ....

doesent sound right to me,,,,, at all.

PLUS,,,,,   at the end I thanked agent for placing order , but asked him if he could get a supervisor from customer services, or someone in authority to contact me, so I could find out why I have all these different excuses, why people have just guessed ( wrongly ) at what problem is,,,, why I have had to spend 6 and 1/2 hours and spoke to 13/14 people in order to place an order..... and that I would be curious to find out what actually happened.

Agent........   Cant do that sir,,,, I cant contact customer services.

me .... what ??

agent,,,,, dont have the facilties to do such a thing.

me....    You work in sales,,, and youre telling me you cant contact YOUR customer services dept ??

agent,,,,,,,, Yes sir.

Me....    Now i`m beginning to understand about why things have gone wrong.....  

agent,,,,,,,what do you mean sir ??

me,,,,,   lets just say Its a little bit like a window cleaner who is scared of heights and who dosent own a bucket !!!    byeeeeeeeeee