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!

[Anonymous]

Have done all the things suggested. Finally I had a very badly written letter today (wonder if I should post it as an example of how NOT to deal with customers) giving me the same old guff I got before. I got my MAC code. Now I want my PAC. Hope it's not such a song and dance. Thanks everyone for your suggestions.

[Anonymous]

Did that Aldaweb. Not a dickie bird from the NAMED CEO

[aldaweb]

I take it you are referring to my reply to the OP who had already gone through the complaints procedure. It is normal practise to have exhausted normal avenues of complaint before escalating. The matter may have been passed back to complaints who obviously have not responded as you would have wished.

It is important when writing to the CEO to explain what measures you have taken trying to resolve the issue and be clear and concise in saying what you would accept. It is normal to at least get an acknowledgement of receipt of your letter from the CEO's secretary, but a fuller reply often takes time.