O2 chat once again. Gotta laugh...or cry :)

[cyrillicguy]

Hi there

So I've damaged my O2 Pay&Go sim, ordered a new one, and once it has arrived went to the O2 chat in order to get my number transferred to a new sim.

Posting a transcript here, as to me it tells a thing or two about the O2 customer service as well as puts a kinda sad smile on my face.

info: Welcome to O2. Someone will be with you soon.
info: You're through to 'O2'
O2: Hi I'm *****. How can I help?
Eric: Hi
Eric: As I damaged my PayGo sim, I asked for a new one to be sent out to me
Eric: Now it has arrived, so I'd like to transfer my PayGo number, tariff, credit and alowances onto that new sim
Eric: could you help me with that?
O2: I'll help you in transferring your number.
O2: Can you help me with your old number and its SIM Serial number?
Eric: which one is the "old" number?

(I know it sounds like a stupid question to ask, but I did just in case )

O2: The one which is damaged.
Eric: it's 07*********
Eric: i don't know the serial number of that sim though
O2: Can you help me with the 2 numbers you frequently call or send text?
Eric: just a sec
Eric: *********** and ***********
O2: Thank you.
O2: Just give me a minute.
O2: Thanks for waiting.
O2: I'm sorry to say that this is a special number and we won't be able to take the request for this number.

("SPECIAL" NUMBER? :[ ] Any ideas what that could mean? )

O2: I'll help you with the link to send the request for the number transfer.
Eric: what do you mean by the "special number"
Eric: ?

O2: Click here (THE LINK LEADS TO http://swapmysim.o2.co.uk/)
O2: Special number is a specific series of numbers and we've specialized team on call which handles theie query.
O2: their*
Eric: so you gave me that link
O2: Click here to send the request for number transfer
Eric: Are you aware of the very first step your website asks me to do once I click that link?

A PAUSE....

Eric: hello?
O2: Yes, I'm with you.
Eric: Are you aware of the very first step your website asks me to do once I click that link?
O2: It ask you to enter the number.
Eric: it asks me to enter the number, so it can send me a verification text
Eric: how am I supposed to receive that text if my sim is damaged?
O2: Therefore I requested you to call our team. (NO, YOU NEVER )
O2: From your O2 mobile 4445 25p per call
O2: From a landline 0344 8090222 Standard UK Rate
O2: From abroad +44 7860 980 202 International rates

WELL, NOW YOU HAVE REQUESTED TO CALL THE TEAM

Eric: why you gave me the link then if it's clearly unusable
Eric: ?
O2: Opening times
O2: Monday - Friday 08:00 - 21:00
O2: Saturday 08:00 - 20:00
O2: Sunday 09:00 - 18:00
O2: We provide this link to call the customers for self serve.
O2: I'm sorry, if this would've been possible from my end, I'd have already helped you

Have a nice evening, folks

[MI5]

Oh.... you have a special number

[Cleoriff]

Absolutely beggars belief! It just shows the limitations and level of NON understanding of some Live Chat advisors.....

@Toby  Site Co-ordinator wanted specific information about experiences of Live Chat.....I think he needs to see this one

[Anonymous]

But of course Live Chat provide a cracking service and o2 are proud of it.

Heaven help us

[cyrillicguy]

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@MI5 wrote:
Oh.... you have a special number

Which can only be handled by a special team in a special environment

[Cleoriff]

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@cyrillicguy wrote:

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@MI5 wrote:
Oh.... you have a special number

Which can only be handled by a special team in a special environment

---

As I am a nurse, I was about to add...in a Special Clinic...but I thought that was maybe a step too far

[Anonymous]

Of course those of us who are regular on here will know. ......

ANYTHING using the name ****** should be avoided at all costs lol

[anticpated]

Live chat can be hit and miss, 202 can be next to useless sometimes however I think some of the shop support can be even less helpful. The main parts of O2 are generally OK however the aftersales care be a bit hit and miss. 

I wouldn't be too hard on them though, they are trained to answer questions and follow them up in a certain way. It's not that admirable having a job where you are being paid to follow queries onto relevant departments through a set of structured questions. Which is how most troubleshooting works.

A better system would be options to speed up the process with self-diagnosis options in phone and chat options. Lets be honest. most people on these support lines are only there to answer your call.

[Bambino]

This incident, added to the horror story @MI5 posted about several weeks ago, and the countless other complaints we continually see here, clearly convinces me that contacting Live Chat should never.....NEVER be suggested by members here as a possible solution to anyone coming to this forum with a problem.  

[Anonymous]

o2 chat, heavenhelpus!! tried a couple of times to talk to these robots about being scammed by a criminal outfit called wintrivia.co  O2 are in cahoots with these criminals who scam you by inviting you to participate in what at first seems an innocent prize draw which at first i thought was a legitimate o2 promotion but has transpired to be a criminal scam where the scammers with o2s permission plunder your o2 account. If there is an o2 employee capable of thinking ie has a brain please call me to discuss your complicit participation with crimibal activity. won't hold my breath easier just to cancel my direct debit with you to stop any more of my hard earned money going to criminals with your apparent blessing!  Am makiing sure I let everyone know what a crap irresponsible company you are!!