Making a complaint

[Anonymous]

Hi all,

I was hoping to get a bit of help following my recent issues with o2 customer service.

I've had contradicting information; and been promised things it seems like they're unable to deliver.

About 2 weeks ago I started having problems with my old iPhone 3GS and decided to enquire about upgrading to the iPhone 5.  After having a quick look online I saw o2 were about the best on the market for me, as I'm a fairly low user.

I spoke with the o2 chat team on the web app and explained my situation.  In march last year I switched over to the simplicity package which reduced my bill from £50 pm to £15, a pretty decent saving, at the time of taking the contact I was told that I could upgrade at any time.  After initially being told that I had to wait until February, o2 confirmed that I could upgrade for free at anytime via a 'Fast Track Upgrade'.

Excellent I thought, so what deals have you got for existing customers I asked.  "The deals are all on the website sir", I asked whether these were any different being as I am a long standing o2 customer (about 10 years), "Yes, the prices on the website are a guide, and o2 will do everything it can to keep you.  If you ask they'll be able to do something very similar to your existing deal".  Even better! Finally consumer loyalty pays off! I wonder how much they'll reduce the £299 phone by (iPhone 5 32GB)?  or how much I'll save on the £26pm contract?

Last Wednesday I decided it was time to bite the bullet and sort my new contract out.  Iphoned o2 upgrades to get this sorted.  After spending the best part of half an hour on hold I get through.  "It'll cost you £42 to upgrade" - I'm sure that's not the case, I said, it wasn't mentioned earlier in the week.  You're right sir; sorry about that. A promising start!

I explained the conversation I'd had with Anil over the web and get told that isn't the case, that there are no deals whatsoever and if I don't like it I can cancel my contract, for free. Hmmmmm - "but you're staff told me that.....", sorry but no - there are no deals for you other than what's on the website.  "If it were February I could reduce the cost of the handset; but it's not.  So I can't"!

Annoyed I jump on the website and contact the webhelp (possibly to vent a little!), they apologise for the error - but tell me they are unable to deal with any upgrades themselves and that they cannot in fact give any idea on costs as they do not work in the upgrades team.

Obviously by this stage I'm a little miffed.  I say that I'd like to log a complaint as I feel I have been mis-advised and essentially lied to.  She explains that the conversation will be passed to her manager who will call me in the next 2-3 days.

So I waited.

And waited.

Tuesday evening I've still not heard anything, so I jump on the webhelp again; after explaining my situation I'm passed to 'Alf' the floor manager.  He apologies and tells me how he seems things from my position.  Alf continues to explain how he can resolve the issue for me; after a bit of a chat (almost an hour and a half on the chat now) Alf suggests that I he gets another manager to call me back.

Given the lack of call being something that I've brought to his attention, I explain how I'm hesitant as my confidence in o2s ability to do what they say they'll do is at an all time low.  Alf pledges that I will have a call within "24 hours only", he confirms the hours the call back team work (9.30-6.30) and we agree a best time for me (before I start work at 10.30).

Today I hear nothing.

No missed calls.

Nothing.

I again jump on the webchat; I gave them my callback ref number which Alf gave me and explain the timescales I was given. I go on to explain I'm annoyed as for the second time in a week I've been promised a call which hasn't happened.    Ravina explains "you should receive it in some time". Another apology, and she disconnects.

I'm getting very annoyed with o2 and the inability that there staff seem to have to do what they say they'll do when they say they'll do it.  I'm not after money for old rope, I simply want what there staff have told me that they can do.  Am I being unreasonable?  Has anyone else experience this similar issues with them?  What outcome can I expect?

Another thing I meant to mention was I received a text from o2 on Friday saying that I'd given my 30 days notice to leave them!

[jonsie]

I would register the complaint as it's justified and see what the response is.

[MiamiGuy]

As far as I can remember, network providers don't actively offer you discounts from your tenure with the company.

The iPhone 5 deals are not to be mended. The issue you have be having is due to getting your information from both the webchat team and customer services.

I would recommend dealing with 1 or the other. Preferably customer services.

If lodging your complaint, you may still need to tell the complaints department why you are complaining and what you want to see come out of the complaint.

If the complaint is just to vent your anger, as much as it pains me to say this, you would be best to call customer services and explain the mixed info you have been given. They will feedback on the appropriate people and it would be dealt with internally.

As much as we would love to get a good deal for the iphone 5, or even money off the price of it, it would not happen. Even if you make a complaint.

I hope this helps. There is nothing worse than waiting for a response from a complaints team from any company.

[Anonymous]

Don't bank on a reply to your complaint I never got one and they never called back when they said they would o2 customer service used to be great but seems to of gone downhill of late

[Anonymous]

@ damien1

What was your issue? I would catergorically disagree with the customer service going downhll. 

Do not forget they have a reported 21 million customers so there will always be a small percent that does not get the service they expect but to tarnish the whole compant with that tag is false and wrong.

[Anonymous]

Thanks for your feedback.

I've still not had a call from them, so I've just registered the complaint on the system.

[Anonymous · Accepted solution]

Finally, two weeks to the day and its sorted.

A team leader in the complaints team agreed to knock £50 off the £26 pm handset cost; reducing it to £250. When I phoned to upgrade the lad I spoke to said "because you've been with us so long I'll knock £55 off the handset".

So all in all I've come away with a decent discount - it almost covers what I've spent on paracetamol!

[Anonymous]

The 55 is as well as the 50, so 105 off the handset altogether.

[jonsie]

Double bonus! Well done:smileyhappy:

[Liquid]

Nice one:)

[perksie]

Result!