My daughter lost her phone last month, the latest in a long line. 02 barred the device and SIM and sent a new one, which I dispatched to her in Wales, where she is working for the summer. It took her a few weeks to organise a replacment phone, and she fitted the SIM on Friday to a new 02 registered Sony Experia.
Nothing happened.
Ah! I thought. The bar is still on. So I contacted chat help. "No problem Sir, I'll sort that now. Phone will work in 2-24 hours."
24 hours later. Nothing. Back onto chat."Sooo sorry! It didnt go thru. I'll sort it for you."
Another day elapsed. This morning I'm back on. "No problem sir, I'll make it my priority to sort this now." Home from work, nothing. Back onto chat: "Don't worry sir I'll fix that now, tell her to switch it off and on. She has almost worn the buttons off doing this for two days hourly. She does it again. Nothing. I tell the operator this. But the operator has disappeared. Cancel chat and call again: "I see the problem Sir, there has been a system down and the previous requests weren't actioned. I'll sort it. She'll be back on in two hours."
We didn't hold our breath...which is just as well as the situation remains absolutely as before.
Other than the total frustration that my daughter remains tearful and homesick because her phone doesn't work, my main beef here is just what training to these chat operatives receive?
They seem totally fixed on completion and fawning so that the "score card" can be positive, even if it means customers left hanging with inaccurate and incomplete service. There is zero recognition of personal responsibility. It would appear, close to zero technical ability or know how, and no sense that saying, I'll move you onto someone who can help might make customers happier.
Meanwhile I'm left with an unhappy daughter, raised blood pressure, and paying for a phone service which doesn't work. Don't think I'll be renewing the contract somehow!
