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Poor Customer Service

Anonymous
Not applicable

I've been trying for over 2 weeks to renew a contract and upgrade my phome.

Do O2 really think its ok to continually expect customers to wait in excess of 30 minutes to talk to someone?

 

I've had it - you've lost another long term customer.

 

Vodaphone and EE actually answer their calls.

Message 1 of 42
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jonsie
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What a sad world this would be if we were all the same and like minded. You will see that many of the regulars on here have been members for years. Personally I have seen every iphone launch, September is and has always been chaotic, not just iphone launches but all the manufacturers releasing flagship phones.

Do we as customers have a right when spending over a £1000 to expect better customer service. Yes of course we do. Every year we expect things to improve but they don't.  No one listens.

People come on here, join just to vent their anger which is their right but bear in mind customer service is declining throughout the mobile industry.

1. Job cuts redundancies and outsourcing 

2. UK call centres closing down

3. Mobiles companies selling out to rivals

4. Customer adviser apathy due to all of the above

Always, research, coverage, price, terms of contract, upfront costs, not sure customer service comes into the equation any more, just go with the best deal that suits your needs. You wouldn't limit your choice of car or fuel prices by limiting to one outlet.

Message 31 of 42
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Anonymous
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The point I wa making @cyrillicguy which I honestly think you missed was that we cannot expect mobile operators to invest £billions when they make so very little in profits. It just doesn't add up.

As for paying a premium to get to the front of the queue quicker, EE offered that a while ago and there was outrage. I think they quietly canned it.

I have seen other companies offer a solution where you can select to be called back when you are close to the front of the queue. Perhaps o2 should adopt that approach.
Message 32 of 42
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Anonymous
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Here we go again.

I need a PAC code but they won't answer the phone.
Message 33 of 42
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MI5
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If you are on contract you can ask live chat too.
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
Pixel 7a (O2 & Lyca), One Plus 6 (Sfr), iPhone 12 Pro Max (Vodafone)
Message 34 of 42
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Cleoriff
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Customer services (phone lines) close at 6pm on Sundays @Anonymous

Veritas Numquam Perit

Girl in a jacket
Message 35 of 42
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Anonymous
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Been trying on and off all afternoon.

Live chat busy too.

(I've worked it out, if they don't answer the phone, I can't leave. It's all part of the master plan I tell you)
Message 36 of 42
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MI5
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@Anonymous wrote:
(I've worked it out, if they don't answer the phone, I can't leave. It's all part of the master plan I tell you)

Fantastic

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
Pixel 7a (O2 & Lyca), One Plus 6 (Sfr), iPhone 12 Pro Max (Vodafone)
Message 37 of 42
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Cleoriff
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@Anonymous wrote:
Been trying on and off all afternoon.

Live chat busy too.

(I've worked it out, if they don't answer the phone, I can't leave. It's all part of the master plan I tell you)

There you go...you have sussed it....LOL

Veritas Numquam Perit

Girl in a jacket
Message 38 of 42
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gindygoo
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Uhuh, and they didn't land on the moon either!
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jonsie
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@gindygoo wrote:
Uhuh, and they didn't land on the moon either!

You know I thought it was just me who didn't believe....

Message 40 of 42
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