I've been with o2 for over 10 years (maybe 15) but currently experiencing the worst customer service I've ever encountered. I've had a fault with my two year old Blackberry for the last 7 months. I've had it into an o2 store three times, left it with a "guru" for an hour, i've rang up and spoke to someone, i've had an online chat, sent a long handwritten letter, sent several emails and several tweets to both o2 and Ronan Dunne the CEO. My complaint "resolution" was a 2 line, unsigned email which offered a replacement Blackberry to the same value (which I think is currently about £30), as a "goodwill gesture" or to leave and go to another provider. At no stage have I been offered an upgrade. A friend of mine who is also on o2 but has been with them nowhere near as long as myself, had an upgrade coming up shortly, so he rang o2 last Saturday and had a brand new Samsung by Monday and the rest of the money owing on his contract was waived. So i suppose it must be the luck of the draw and rely on who you get to speak to which is shameful customer service. I know for a fact that I've had this phone for over 2 years and it has been faulty for over a third of that time.
To pour fuel on the flames, while this has been going on, I've also received two personal tweets from o2 which are basically laughing in my face. One saying "We love you forever, always" and another saying "Embrace the love". I have also been asked to DM them which I did about a week ago, I still have had no reply. It would be so easy to walk away from o2 and go to another provider but that would be exactly what they want. So i'm determined to try and see this through. The ironic thing is, if i was allowed to upgrade i would actually be paying MORE money than i am now! I rely on a mobile phone in my business as a professional entertainer and have even lost business through my phone deleting details etc.
Simon Bowden
