Poor customer service

[Tonyd1526]

Waited in all day for an arranged delivery of an upgraded phone, now 2 days later, i still have received anything, or even acknowlegement, or reply to my queries. Customer service has been appalling to say the least! I have paid all monthly payments without fail for a number of years, and this is how im treated?? O2 should be ashamed of themselves! Looking at cancelling my account with two phone numbers and taking them to a provider that actually cares about their customers.

[Cleoriff · Accepted solution]

Hi @Tonyd1526 Pretty poor service . Unless you have received an email that the order has been dispatched then you won't be getting your phone. https://www.o2.co.uk/help/pay-monthly/how-to-track-your-order

Your best bet is to  contact customer services about now as they should be open and ask them the status of your phone https://www.o2.co.uk/contactus

It may well be out of stock.

[MI5]

Hi @Tonyd1526 this is unfortunately not uncommon. 

Please use resolver to make a complaint https://www.o2.co.uk/how-to-complain and make O2 aware of your feelings about how you have been treated. 

[Anonymous]

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@Tonyd1526 wrote:

 ......taking them to a provider that actually cares about their customers.

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Good luck finding one of those...😶.  In my experience the only customers in the whole of the  Telecoms provision sector in the UK thatt are cared about are the ones who have the potential to deliver revenue in the

£+500k per annum range.  Though you could try these guys https://www.thephone.coop. 

[EmilieT]

Hi @Tonyd1526, I'm sorry to hear that you had some issues getting your hands on your new phone. What happened since you last posted, any progress or do you need further help? 

[Tonyd1526]

Hi, I’m not really any further forward, they have none in stock, despite promising delivery! I’ll wait my turn, it shouldn’t be too long, I guess.
The worst thing about it was I had an online chat with their customer service, he was far from helpful with an attitude that just made things worse! He was condescending and dismissive of my issue. His name was Louis, I tried to obtain a full name, but he wasn’t willing to share that, he knew that I wanted for complaint.
I’ve been with O2 for years, they’ve usually been very good, but now seem content to be disrespectful to paying customers!

[EmilieT]

I'd like to get some more info from you @Tonyd1526, so I'm sending you a quick PM now  Hopefully you'll have your phone very soon!

[Tonyd1526]

Now all sorted out! But the disgusting attitude of the online representative left a lot to be desired. Cocky, unhelpful and downright rude! Louis, wouldn’t give me his surname, but his demeanor doesn’t do the reputation of O2 any favours at all.