Unbelievably bad customer service. 8 days, hours of calling and waiting, still not resolved.

[Anonymous]

My phone service went down at my home 8 days ago.  I am self employed and use my phone for work.  o2 said a mast is broken but they have no idea of when it will be fixed because nobody can get in touch with any engineer's.  Maybe phone them?  o2 is supposed to be a phone company.

EVERY person right up to the mangers were RUDE, condesending and I left with out answer.  

Even the guy in the shop!  I have worked in call centres and realise how frustrating it can get but belive me i was nothing but polite.  

Having been an o2 customer for years and experienced nothing but great customer service i was really shoked.  I feel completly left in the dark (not only by the fact my phone is not working but by the company) and the only way to sort this is through legal action to get out of my contract so my company can get back on it's feet.  If anyone else has exprienced this please let me know because i am at my witts end.  Thank you .

[perksie]

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@Anonymous wrote:
 

8 days later and it's fixed.

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As indeed we told you it would be, sometimes a little patience is needed before you start ranting at people.

I hope you can be a bit happier now!

[Anonymous]

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@Anonymous wrote:

Ok but why should i have a contigency plan for something i am paying for that should work?  The point being i seriously think this not being sorted.  I have been fobbed off with no answer and no end in sight to my problem.  Tommorow will be 9 days. 

I appriciate telling me what the reasons are for not getting to the mast etc.  But why has o2 not given me any reason?  You would not take your car to a garage and the mechanic say "no idea when it will be fixed and we dont know whats wrong with it"  or they would deffintely get it fixed in a day or so but 8 days!?  

To be honest it is the way i have been treated that is the worst thing and that makes me angry.  And the fact that nobody has taken responsibility for the problem.  Maybe they have had cuts in thier customer service due to the reccession.  Who knows but what was once a company i stayed with soley for their customer care has turned into one who totally ignores loyal customers.   

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Trust me when I say as I worked for BMW for many years that dealerships do daily tell customers that they have no idea what the problem is or how long it will take to repair. BMW as do most car companies offer a replacement vehicle after 48-72 hours as a goodwill gesture. O2 can only offer you a refund/goodwill gesture on the lost time with out the phone. 

O2 are not ignoring you, they are telling you the truth which is they do not know.

Do you have any employees who are on another network? Maybe you could divert calls during office hours to that phone. 

Must say as a self employed person myself relying on a Mobile phone is utter madness.