O2 Complaints

[Anonymous]

Having joined 02 in May 13, I have had numerous problems with handsets, blocked sims etc.

I sent a complaint to complaintreviewservice@o2.com on the 28th May, and received the email telling me the SLA for response was 7 days. I heard nothing. Since then, I have re-sent the mail on the 10th June, and the 19th June, and have received no response.

How do I go about getting a response and escalating? Not very impressive customer care!

[jonsie]

There is an email link in my signature directly below. Don't use chat, call 202 and speak to someone and escalate the call to a manager if possible. If you tell us the exact nature of your problem maybe we can help you here.

[aldaweb]

If you still get no joy from the address in Jonsie's sig then a letter to the CEO addressed by name and sent recorded delivery outlining the procedures you've already followed (with copies of previous communications) should yield a response.

[Anonymous]

Just escalate it to the ombudsman.

If you call you will get fobbed off with some cheap buy-off. 

Make sure when you email complaints you cc yourself in so you can show you sent it.. emailing 3 times with no response is pathetic.

Just take it all the way.

[perksie]

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@Anonymous wrote:

Just escalate it to the ombudsman.

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You don't seem to understand how the complaints system works.

[Anonymous]

Theres little point talking to a manager from O2 I actually tried that and got some joker called Sean Kelly who spent most of the call playing some form of interference sound though the line and then started talking in a low voice pretending that it was my fault that I couldn't hear him.  I have a faulty phone and the o2 customer service is atrocious.   I have had nothing but trouble with the Xperia T and have got so frustrated at this stage that I have asked them to either replace the handset or terminate the contract by mutual consent.  I don't want a refurbished device as the one I have is only a few months old and why should I have to take somebody else's faulty/repaired phone.  I have little access to phone or text since July/August and now there seems little prospect of o2 solving this matter so I have decided to contact both CEO's office and all of their complaints options.

The live chat team are totally unhelpful and I have even been called a liar by one of them.  Its a waste of time complaining to o2 they don't care or want to know.

[Anonymous]

Hi jdoc100 and Welcome to the Forum,

If you have lost faith in speaking to o2 about your issues then perhaps complete the online form for complaints.

http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE?New,Kb=Companion,question=ref%28User%29:str%28Mob...

Let us know how you get on.

[MI5]

I will just add that having had at least 3 refurbished phones from O2 you wouldn't know they were refurbished if they didn't tell you.
The first one I had was an original Galaxy S which I still have today, 4 years since receiving it and it's still perfect.
All I'm saying is, don't be put off by the tag "refurbished" as it's not a bad thing at all.

[Anonymous]

Looking at the original thread, the complaints review service have had some issues with their email address as the lady I dealt with when I spoke to her on the phone couldn't see three emails I had sent.

If email isn't working then send a letter by recorded delivery to o2. Address it to Mr Ronan Dunne CEO. It will then be passed to his Executive Team Office to deal with.

That's what I had to do in the end and to be fair to o2 within a few days much was sorted and we jogged onfairly happily.

Please though don't let me raise false expectations. It depends on what your issues are and how well you have communicated them to o2.

Good luck and please feed back through here The outcome

[perksie]

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@Anonymous wrote:

  I have had nothing but trouble with the Xperia T and have got so frustrated at this stage that I have asked them to either replace the handset or terminate the contract by mutual consent.  I don't want a refurbished device as the one I have is only a few months old and why should I have to take somebody else's faulty/repaired phone.

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You have to give O2 the chance to repair the phone, you don't get the right to demand a new phone until this has happened.

After 3 repairs for the same issue you will be offered a replacement.

Unless you follow their procedure you have no grounds for a complaint.

Refurbished phones are impossible to tell from a new one.

[Anonymous]

You raised your price in accordance with your terms and conditions.  YOu now have to give cosumers 30 days to cancel their contract as the change is of "material detriment".  Material - money is real; Detriment, to be worse off after than before.

The old OFCOM guidlines  (which cover my purchase) are very clear as shown here.  They are very clear and go on to expalin exactly who they will treat price rises:

In the event of any such price increase, Ofcom is likely to take the view that those customers should:

(a) be given at least one month’s notice of the price increase and of their ability to exit the contract without penalty if the proposed increase is unacceptable; and

(b) be allowed to exit their contract without penalty if they choose to exercise that right.

Further to this, he chat O2 claims an exemption from such obligations, but could not provide a reference.  The guidlines here are careful to show just how strigently this should be applied stating:

"Ofcom has issued guidance which explains that we are likely to treat any price increase to the agreed core subscription charge (however constructed and described in the contract terms) " 

I think leaves us in no doubt as to their intentions here.

I look forward to a swfit offer of cancellation in accordance with the priciples laid out by the regulatorary body.