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

[Anonymous]

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@viridis wrote:
No, you're right.
So now explain why the chat staff were telling tens of members on here to cancel existing orders and place a new one so they would get the phone the next day, only to then NOT get the phone the next day?

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Well that clearly wasn't an individual doing it out of ignorance.

We don't have all the facts, and I don't want to speculate without knowing.

[viridis]

Then read the thread.

[Anonymous]

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@viridis wrote:
Then read the thread.

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But you've already told me that it does not contain official comment from O2.

I think you should realise by now that I do not place a lot of credibility on hearsay, so reading a thread, (with similar attitudes and tones to this one), of half-baked complaints and dubious assumptions, on a subject that doesn't particularly interest me, (deliberate deception by the live chat team), is low on my priority list.

On the other hand, analysing conversations between UK customers and O2 representatives in Delhi, in order to try to find out why customers are dissatisfied with the service, does interest me.  Probably because I have a general interest in language and culture, have been married to a call centre employee, lived abroad for a long period, as an O2 customer have an interest in improving the service, and also remain confused as to why I have not experienced the problems that others have.

[Anonymous]

If this subject doesn't interest you then why are you asking experienced members about it & then saying they make half baked assumptions when they likely have experienced this & you need to read the other stories about live chat rather than accusing experienced members about whether they are being fictitious or not when they have been here long enough to know what is going on

[Toby]

Hi guys,

I've decided to close this discussion now, as many have had the chance to make their points and share their opinions on the service and I don't think its continuation will be beneficial for a positive community atmosphere

Thanks to everyone who took part and I'll be sharing these views with the O2 team.