What kind of service do you get with Live Chat ?. I've had an ongoing problem with my phone, went to a local store for them to have a look, sent it off for repairs only for it to come back with a letter saying that a fault couldn't be found. Spoke to a guy today called Sidd who seemed to only want to follow a script.
Welcome to O2. Someone will be with you soon.
You're through to 'O2 : Sidd'
Sidd: Hi I'm O2 : Sidd. How can I help?
Michael: I have an ongoing problem with my phone
Sidd: I'll help you with that Michael.
Sidd: May I know the issue that you are facing ?
Michael: Bear with me as it's a long story.
Sidd: Sure, Take your time.
Michael: I have spoken with several of your colleagues and was advised to take it to an O2 shop. They tested the phone with two different cables that I had and my phone could not connect with Kies. They then tried it with their cables and no luck, so the phone was suspected as faulty. Sent it off for repair, it was returned and is still the same. THE PHONES IS NOT FIT FOR PURPOSE AND AS SUCH I WANT A DIFFERENT PHONE OR I WILL HAVE TO CANCEL MY CONTRACT.
Sidd: I'll help you with this Michael.
Sidd: Michael, as the phone is not able to connect to the PC, what i can do is arrange a check for this phone, if our engineers are not able to repair the phone, then they would help you with the best possible option regarding the replacement.
Michael: It has already been checked, so there is no point unless you are telling me that the engineer that already looked at this is not qualified to do his/her job.
Sidd: Michael, as you mentioned above that this has been done at the store, we at chat have a different repair center than that at the store, here I would personally make sure that a best resolution is provided to you regarding this.
Michael: So what is different with this repair centre, are they more expert than the people in the store ?. This is just not acceptable, I pay each much for a fully functioning phone and this I do not have at the moment.
Sidd: Michael, we are ready to get this phone repaired , I'm ready to take the responsibility to make this phone perfect, I don't see a reason for not going ahead with this. Please trust me on this.
Michael: But it has already been sent for repair to Norwich and they sent it back saying they could not find anything wrong with it and they said they installed the latest software, which clearly didn't work. So what will the chat centre do different ?.
Sidd: Michael, if the phone is not being able to repair at our end then the repair center would come to some conclusion to help you with the best possible solution to this. It's not the case that we would send you the phone un repaired.
Michael: I don't quite get what your saying when you say "the repair center would come to some conclusion to help you with the best possible solution to this". I'm not saying that the phone was returned unrepaired, I am saying that they said there wasn't anything wrong with the phone which there clearly is and that's why I want it replaced.
Sidd: Michael, a replacement won't be possible. It is possible in two cases.
Sidd: 1) When the phone is within the cooling off period of first 14 days
Sidd: 2) When the phone is sent to the repair center and is deemed ir repairable.
Michael: Cooling off periods only relate to purchases afaik and NOT to contracts providing on going service. So what are you saying, I send it away again to be repaired only to be told there isn't anything wrong with it ?. O2 are not fulfilling their obligation to provide me with a fully functioning phone fit for purpose.
Sidd: Michael I understand your point here, but I just want to explain that when the handset would checked by the repair center, certainly a resolution would be provided by the engineers. And here I'm talking about our online repair centers.
Sidd: Online repair centers are different from the store repairs.
Michael: Again your not making yourself clear at all, "certainly a resolution would be provided by the engineers" - what does that mean ?. The phone was checked by a colleague of yours online, not quite sure how, then it was sent for repairs.
Sidd: Michael, I won't be able to arrange a replacement at this point of time. I'm sorry but the phone needs to be checked first . There is procedure that we need to follow and I won't be able to go beyond that.
Michael: THE PHONE HAS ALREADY BEEN CHECKED. I understand procedure but this has already taken place, what are YOUR engineers at chat going to do different to the ones at Norwich ?.
Sidd: Michael, if the phone has been checked at the Norwich o2 center, you can visit that same store and have a word with them about this. From our end the best we can do is arrange the phone to be repaired.
Hold that thought. You're not connected yet.
Great, dodgy broadband connection !!.
Here is reply I was typing when the connection was lost..
Please read what I am typing please, I visited MY local O2 store NOT Norwich, there they tried the phone with 2 different cables which didn't work with my phone but did with theirs. I then sent the phone to the Norwich O2 Repair Centre at Vulcan Road VIA POST IN AN ENVELOPE and they returned it to me saying that there wasn't anything wrong.
NOT HAPPY WITH O2 AND IF I CAN LEAVE MY CONTRACT I WILL !!.
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