why is o2 customer service so terrible?

[foolcustomer]

why is it that I spoke to 92 service on the phone over 3 months ago to change my payment date to make it convenient for me. they said they will but i still got charged on the same date as always which caused issues. i spoke to them again and requested to change my billing date to which they said BE ASSURED it wont be charged early. really. i see today they charged it again rather than on the date i chose. I am not paying my bill anymore. you cant do what i need from you but you still take money from me whenever you want while lying to my face. 

[Bambino]

@DVS You have 14 days to change your mind: Returning your device | Help & Support | O2

[suetye]

o2 customer service is dire. Been trying to get them to replace a phone which is three months old and has not been working for two weeks. They want me to send it to them and wait ten days! I refused. I tried to get it repaired on the guarantee but cannot as there is apparently a block on my phone. Raised a complaint a week ago and should have received an email to say when they would call, i have had neither email nor call.

[jonsie]

The phone should have been sent for warranty repairs

O2 wouldn't replace it after 3 months

Send it to O2 or deal directly with the manufacturer

Why is it blocked? Unpaid bill or other reason?

[gmarkj]

---

@suetye wrote:

 Raised a complaint a week ago and should have received an email to say when they would call, i have had neither email nor call.

---

The talk is that complaints are currently running to about 8 weeks @suetye , so while the automatic reply to your complaint being entered says 7 days you are in for a much longer wait.

You will also find that, depending on what you are complaining about, customer services might be reluctant to get involved until the complaint is resolved...