TONIGHT I HAVE FINALLY LOST PATIENCE WITH O2 AND HAVE EMAILED RONAN DUNNE, CEO OF O2 TO GIVE HIM THE BENEFIT OF MY OPINION: ENJOY
Dear Mr Dunne
Please forgive me for contacting you directly. This is an extremely rare occurrence for me however I have been driven to total despair by your company's dreadful customer service and a downward spiral in signal performance.
I appreciate you are a busy man but I will keep this brief.
In my home postcode (XXXX XXX) and according to your website, I should get a "good indoor and outdoor 2g" coverage. OH NO I DON'T. I have repeatedly told o2 this and yet still your company lies to potential customers.
In my work postcode (XXXX XXX) and again according to your website, I should get a "good indoor and outdoor 3g & 2g" coverage. However the data signal is now regularly failing to connect. Apparently the network is congested but o2 have no plans to resolve the issue. So, you expect me to pay my contract costs on time but you refuse to provide a working service? How does that work?
I could give you a whole list of postcodes however I wont be so pedantic.
I have been in regular contact with o2 Customer Services who have repeatedly lied, never let you talk to a manager, failed to return calls, it takes over 30 minutes to even get them to answer these days and all I keep hearing is "terms and conditions".
Now as a business man, you will know that a contract requires two equal parties to sign up to and that each party must adhere to its obligations. I pay my bill on time. Do o2 give me a good signal? I dont expect 4g here yet, I recognise that. But all I get is negative from o2.
I have complained to the Complaints Review Service, who to be honest are about as useful as a chocolate fireguard. Their response? LEAVE. Simple as that. If you dont like it, leave. Is this how o2 treats its customers these days? The old o2 would make sure that the customer got a great service. Today's o2 doesnt give a damn. I have told o2 Complaints Review Service that leaving is the last option I would want to take, however if I do then I will take the handsets with me (as I paid for them 2 x £150) however CRS are demanding the handsets back (as I paid for them, I own them).
Recently, many more customers have taken to social networks to complain about o2 and their signal issues. Indeed, at a recent press conference you yourself said that 4g was not causing the current signal issues and that o2 were not being effective at getting that message across. So clearly o2 are experiencing signal issues and you have effectively admitted that. But nowhere was a solution mentioned.
Across the o2 community forum, people who have been o2 customers since BT Cellnet days are now saying they are going to move to other networks. I have never seen such negative feedback about o2.
So Mr Dunne, as Chief Executive Officer, you tell me what you are going to do about this? You tell me how you are going to sort out my issues to make me smile about o2 again. I have never seen a company's fall from grace be so spectacular as that of o2 currently. Others have fallen from grace yes, and went under. Is that what you want for o2? Remember there is a resurgent Vodafone, awash with cash, who plan to make the mobile world a much better place.
Will you reply to a customer? I doubt it, well, at least not personally. However I will watch with baited breath to see if a solution can be found.
Best regards
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