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

[Bambino]

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@Anonymous wrote:
As a person who still uses the O2 Network as a customer ,and still uses Live Chat with success, I believe I can have a say in how I find them.

That part of my signature was introduced when the rumour was that many of the U.K. Callcentres were to be closed. That was around a few years ago. I believe its up to me what goes in my signature as long as the content does not breach current guidelines and I do still stand by my sentiments to support Uk Jobs.

You've highlighted this in my signature before.

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And I believe that it's hypocritical, which I believe is my right to say. Many O2 U. K. Call Centres are still being closed, and Live Chat, which is outsourced, with not a single UK job  is being promoted by O2, so how does your support of O2 UK jobs and your advice to use LIve Chat co-exist with each other? If it's not hypocrisy, tell me what it is?

[Anonymous]

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@Bambino wrote:

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@Anonymous wrote:
As a person who still uses the O2 Network as a customer ,and still uses Live Chat with success, I believe I can have a say in how I find them.

That part of my signature was introduced when the rumour was that many of the U.K. Callcentres were to be closed. That was around a few years ago. I believe its up to me what goes in my signature as long as the content does not breach current guidelines and I do still stand by my sentiments to support Uk Jobs.

You've highlighted this in my signature before.

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And I believe that it's hypocritical, which I believe is my right to say. Many O2 U. K. Call Centres are still being closed, and Live Chat, which is outsourced, with not a single UK job  is being promoted by O2, so how does your support of O2 UK jobs and your advice to use LIve Chat co-exist with each other? If it's not hypocrisy, tell me what it is?

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Since they are two separate services, and as far as I know, live chat was never hosted in the UK, I don't see the hypocrisy.

[Anonymous]

I heard of perhaos 100 jobs being lost.

I've not heard that "many U.K CallCentres are still being closed "

Which have been closed and how many please ?

[Bambino]

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@Anonymous wrote:
I heard of perhaos 100 jobs being lost.

I've not heard that "many U.K CallCentres are still being closed "

Which have been closed and how many please ?

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So 100 jobs is okay is it?

This link has been posted in other threads before, and it's not recent, but I think it's still relevant. Would you like to comment on it?

http://www.telegraph.co.uk/finance/newsbysector/mediatechnologyandtelecoms/telecoms/10087909/Capita-plans-to-close-O2-call-centres-and-cut-thousands-of-jobs.html

[Anonymous]

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@Bambino wrote:

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@Anonymous wrote:
I heard of perhaos 100 jobs being lost.

I've not heard that "many U.K CallCentres are still being closed "

Which have been closed and how many please ?

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So 100 jobs is okay is it?

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Thousands of people die every day in Africa because they don't have clean water.  Is that okay?

[Anonymous]

I don't believe I said it was okay. Nope on checking back on my post I definitely didn't say it was okay.

You said that many U.K Callcentres are still closing. All I've asked for it to know which ones have closed and how many the actual amount is you refer to ?

The link you supply is from May 2013 an an excerpt is "An O2 spokeswoman said last night the documents described “one scenario”."

So has any been lost ?

[Bambino]

Your really sad sarcastic comment is noted.

I said in my previous post that it wasn't recent. No reason at all for you to point that out. Here is another link to the same 'scenario', which also comes from 2013:

 http://www.mobilenewscwp.co.uk/2013/05/30/o2-customer-service-team-to-be-slashed-under-capita-plans/

A quote from that article says 'But yesterday The Telegraph reported Capita plans to close O2’s customer service facilities in Bury and Glasgow once the two-year period is over and by the end of 2015.' So even though the article was written in 2013, it points to the future.

In case you weren't aware, it's 2015, so the time is approaching. Let's see what happens then. If thousands of jobs are lost, will you still be advising people to use Live Chat, or is it only because 100 have been lost so far?

[Anonymous]

@Toby could you consider closing this thread now, as any useful comments have probably already been posted and it's going round in circles now.

[Anonymous]

I believe I've been quite clear on what circumstances that I would advocate the use of Live Chat.

[jonsie]

Chat is unfit for purpose..Fact

Promoting live chat whilst advocating support for UK staff is hypocrisy...Fact

I go off my own experience and the many sorry threads on here regarding misinformation, outright lies and basic lack of knowledge and English grammar. You only have to read the massive recent iphone thread where dozens of customers were put to the back of the queue due to their ineptitude and poor understanding and misuse of the O2 systems.