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Anonymous
Posts: 0

Poor Customer Service

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.

Posts: 72,644
Topics: 684
Registered: ‎14-01-2013

Re: Poor Customer Service

Hi @Anonymous Have you tried the upgrade option in MyO2?

http://www.o2.co.uk/myo2

*The Game Is On*


Level 25: Hard Hitter
Posts: 1,333
Registered: ‎22-11-2014

Re: Poor Customer Service

Hi there,

Sorry it seems to be an ongoing problem that getting through to cs is taking much longer than it should.

The best advice atm is to call early in the morning 08:30 is usually the least busy time.

If you've not already left O2 then calling first thing is the least frustrating.
Anonymous
Posts: 0

Re: Poor Customer Service

I've tried first thing, I've tried last thing, I've tried every thing in between.

However you look at it the Customer service is poor.

I only want to upgrade (and remain a customer for another 2 years), I'd hate to think how I'd get to talk to someone if I had an account problem.
Posts: 72,644
Topics: 684
Registered: ‎14-01-2013

Re: Poor Customer Service


@Anonymous wrote:
I've tried first thing, I've tried last thing, I've tried every thing in between.

However you look at it the Customer service is poor.

I only want to upgrade (and remain a customer for another 2 years), I'd hate to think how I'd get to talk to someone if I had an account problem.

But have you actually tried to upgrade through MYO2 as per my link above? There is the option to do that...

*The Game Is On*


Level 25: Hard Hitter
Posts: 1,333
Registered: ‎22-11-2014

Re: Poor Customer Service

Hi again,

Yes it's been documented here numerous times that it's getting more and more difficult to get through to customer services.

Have you the opportunity to pop into a store.? Or even do it online like cleoriff advised?

I'm just another customer like you, and I've always managed to get through to cs early in the morning without much hassle.

Really hope you manage to upgrade though, it must be very frustrating.
Posts: 72,644
Topics: 684
Registered: ‎14-01-2013

Re: Poor Customer Service

See here...

Capture.Upgrade.PNG

*The Game Is On*


Anonymous
Posts: 0

Re: Poor Customer Service

I've had the same problem as a business customer. I can only draw the conclusion that O2 don't want my business so I've decided to look for someone that does.

I bet if you phoned the retention team and asked for a PAC code the reaction would be different.
Anonymous
Posts: 0

Re: Poor Customer Service

[ Edited ]

 

Is it really so wrong to want to talk to a member of the Customer Service team?

 

I'm a customer - they're there to talk to me.

 

I'll sort out a new phone with an alternative supplier then request a PAC code.

Level 63: Greatness Assured
Posts: 12,562
Registered: ‎31-03-2010

Re: Poor Customer Service

The choice to move is certainly yours, but you should consider what your signal and coverage with another provider would be as compared to what you have now. That should always be the prime concern. O2 Customer Service always seems to get overwhelmed when a new iPhone launches. It's been in decline recently anyway, but it's even worse this time of year.

 

Before you move, try what @Cleoriff has suggested using the link provided above. You may be able to upgrade without having to speak to anyone.

I DO NOT WORK FOR O2