Customer service chat is a joke

[Anonymous]

Hi,

Please find below a chat I had today with an O2 "Guru". First they try to make it sound like the issue (no more data coverage) is my fault. All I did was to add a 1Gb bol-on in the middle of the month. Then when I say I will be back in 10, the guy makes sure to leave.

I am really not impressed. And btw, I am leaving O2 asap.

"

start chat

info:

Welcome to O2. A Guru will be with you soon.

info:

You're through to Guru Guru: Hariharan.

Guru:

Hi I'm Guru: Hariharan. How can I help?

Florian:

Hi i was previously talking to victoria

Florian:

and to Guy

Guru:

Let me check.

Florian:

would that be possible to talk to one of them?

Guru:

Please wait, Let me check.

Florian:

thanks

info:

Hold on. You're being put through to Guy.

info:

You're through to Guru Guy.

Florian:

Hi

Guy:

Hello I am Guy, how are you doing today?

Florian:

good

Guy:

Hello again Florian

Florian:

this chat is a nightmare lol

Guy:

am I sorry for the disconnection.

Guy:

I have few security questions to ask.is that okay with you?

Florian:

yes

Guy:

Thanks

Guy:

Can I please get your full name and number ?

Florian:

****** ******

Florian:

*************

Guy:

Thanks

Guy:

Please can you tell me the 2nd & 5th character of your security answer?

Florian:

*

Florian:

*

Guy:

Thanks

Guy:

It seems that you were using the iPhone before this phone?

Florian:

yes but i switched 7 months ago

Guy:

Alright.

Guy:

In your account, Data bolton is still for iPhone,

Guy:

No problem, I'll change it for your your phone's compatibility.

Florian:

okay but my data was working just fine until yesterday 6pm

Guy:

Then you can use the Internet straight away.

Florian:

and suddenly, nothing

Guy:

May be it was working with Internet on WIFI.

Florian:

no

Florian:

i ve been using my phone for 7 months trust me it was working just fine without the wifi

Guy:

Okay, let me check what happened in last 2 days.

Florian:

it is very simple, before yesterday my phone had 3g, starting from yesterday 6pm i have no more

3g

Guy:

Yes, you are right, your phone was working with the Internet without WIFI.

Florian:

thanks, since i was able to overuse my data allowance

Guy:

Your smart phone's Data was removed on 12/06/2013 at 05:36:00 by the system.

Florian:

based on what?

Guy:

This is why it was changed to iPhone Data Bolton.

Florian:

this is not acceptable

Guy:

Because your 1GB Data was expired .

Florian:

but i still have the 500mb a month in my plan

Florian:

like i always had

Guy:

I am sorry ,You've requested for one off 1 GB data on 27/05/2013 at 09:14:47 right to get the

extra Data

Florian:

yes

Florian:

but it doesn t mean i requested to stop the normal 500mb in my plan

Guy:

This is why the Data was changed on your phone from simple 500 MB to iPhone 500 MB data

Florian:

did you lower the price of my monthly payment when removing the 500mb per month included in

my plan?

Guy:

Do you want to remove the 500 MB data from your account?

Florian:

I sincerely hope there will be a compensation from O2

Florian:

no, i don t want to remove anything

Guy:

I am sorry but I can not offer any compensation for this.

Florian:

i was just adding 1gb cause i had no more data, why do you want to remove or change anything to

my plan

Florian:

you guys are the worst network ever

Florian:

you change my plan without notice and there is no compensation

Guy:

I am sorry if your think like this.

Florian:

I will be back in 10 min

Guy:

Please wait, as I need to take permission of my manager for giving the credit.

Florian:

please put everything back the way it was so i can use the internet asap!

Guy:

Sure, I've fixed it for you now and you can use the Internet within 24 hours.

Guy:

Is there anything else I can help you with?

Guy:

I haven't heard from you for a while. Are you still there?

Guy:

As you haven't said anything for a while, I'm going to close the chat. I'm sorry we couldn't finish

it. If you need anything else, click

here to send us an email.

info:

O2 has ended this chat session.

"

[Anonymous]

They really should have informed you that they were changing it, if you want to leave, you will have to pay up the remainder of your tariff, monthly cost x how ever many months you have left, you can try the complaints procedure or call 202 for a better answer to your query

[Anonymous]

Another live chat **bleep** up

[Anonymous · Accepted solution]

It's always best to circumvent Live Chat regarding account enquiries. They are fine for general low level enquiries.

Best advice is to ring 202 for Contract Customers or 4445 for payg Customers.

I trust they will resolve this for you.

To note ; We have been advised Live Chat are going through training so hopefully this service will improve.

[Anonymous]

---

@Anonymous wrote:
It's always best to circumvent Live Chat regarding account enquiries. They are fine for general low level enquiries.

Best advice is to ring 202 for Contract Customers or 4445 for payg Customers.

I trust they will resolve this for you.

To note ; We have been advised Live Chat are going through training so hopefully this service will improve.

---

Think their training has only got as far as how to read from a script

[Bambino]

---

@Anonymous wrote:

---

@Anonymous wrote:
It's always best to circumvent Live Chat regarding account enquiries. They are fine for general low level enquiries.

Best advice is to ring 202 for Contract Customers or 4445 for payg Customers.

I trust they will resolve this for you.

To note ; We have been advised Live Chat are going through training so hopefully this service will improve.

---

Think their training has only got as far as how to read from a script

---

Obviously communicating with chat for these kinds of problems isn't a very good thing to do, but why did the OP walk away for 10 minutes and just expect chat to wait for him? He didn't ask him to wait, He just told him he'd be back in 10 minutes. Did he expect chat to just sit there and twiddle his thumbs until he returned?

[Anonymous]

I can't say Damien as I've not talked to anyone who has been to these call centres.

As an example when someone rings 999 the operators speak from a script too.

On the rare occasion I've connected to Live chat I've left with an answer.

Bearing in mind I wouldn't contemplate speaking to this service in connection to my account only low level general enquiries.

[jonsie]

As in any customer service, advisers have targets to meet and a minimum number of calls/chats per hour so no adviser would sit there for 10 mins. Supervisers monitor all offline time on a central monitor.

[Anonymous]

Btw, if you ever had an iPhone with O2, and switched to Samsung, be careful not to add a one off 1Gb Bolt-On, otherwise your monthly data will switch back to the "iPhone data" and you won't be able to use it anymore. It is pure genius. Thanks O2 for bringing some logic into my life...