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are there any honest mobile cust service people ?
hogpog
15-12-2004
hi there

i have an online 100 account with o2, phoned them today to upgrade to siemens sx1, shows as £29.99 on o2 website.

i was told i couldnt have it as its for new customers only. okay, so i was offered an o2 x3 for £9.99

i said i;d take it as long as they could promise that the usb cable for mp3 transfer was included. phone rep said yes.

i checked a few review websites and they mention that the x3 doesnt come with cable. called o2 again and was told by another rep that cable would be supplied, although i got the impression he was telling me what i wanted to hear so i called again. the third rep told me no cable is supplied, so i asked to cancel the order. i was told that only cust services could cancel and then i could call the upgrade team back to get a different phone.

call cust service and was told the order cant be cancelled as its waiting for collection by the courier (this was less than 4 hours after the initial order! ) i was told to let the courier attempt delivery, to decline delivery so the phone would be returned to o2, then call o2 back to order another phone.

has the world gone mad ? i'm sure that o2 could cancel the order. i'm sure that o2 could have let me have the siemens sx1 for £29.99

so i sent an email via the o2 website to complain. but i dont hold out much hope of them keeping a 5year customer happy.

thanks for listening to rant !!
vinnieboy
15-12-2004
I'm sure O2 could have cancelled the order. It's just their 'red tape' and stupid procedures they go through. I mean what a waste of the courier having to deliver and then return to O2. Why just not send it out in the first place? Talk about creating paperwork for themselves!!!

I dunno!
lee18xx
15-12-2004
A relitave of mine got all the USB's cables with his handset from o2
rossonthenet
15-12-2004
Talk about dumb. Hate to break it to you hogpog but the x3 does come with all the cables. lol
msande
15-12-2004
I hate the way new comers get phones for cheap and those of us who have done a nice bit of business for O2 get it kicked back in our faces.
swiftyme
15-12-2004
as far as i am aware, the x3 does come with a cable, a mate had one, but to transfer MP3's etc, you need the mini sd card converter, which you put the mini SD card into, to make it the same as a standard SD card and use via card reader.
prking
15-12-2004
I have little sympathy for you hogpog, you kept phoning O2 until you got the answer you wanted. If you had just believed them the first time you would have had your X3 with cables etc. You can hardly complain about them trying to help you cancel the order, what did you expect them to do? Search through a stack of boxes waiting in a warehouse, delaying hundreds of other orders, just for you.

Where I do agree with you, is that mobile companies should concentrate more on keeping the customers they have than attracting new ones. How about a scheme where you get a bigger discount each year you stay with them?
hogpog
15-12-2004
Originally Posted by swiftyme:
“as far as i am aware, the x3 does come with a cable, a mate had one, but to transfer MP3's etc, you need the mini sd card converter, which you put the mini SD card into, to make it the same as a standard SD card and use via card reader.”

i asked the o2 rep if the x3 came with everything needed to transfer mp3 from my computer to the phone. i was told that the x3 would come with a cable to do this.

the reason i phoned back was because i read on certain review websites that the x3 was being offered as an upgrade but customers should check that the required mp3 cables were supplied too.

of course i dont expect someone to physically remove my parcel from a huge warehouse - what i would expect to be possible would be to inform the local delivery person that parcel "xxx" doesnt need to be delivered, i'm sure that info could be added to that day's delivery list.
nodnol
16-12-2004
They are all honest to the best of their knowledge and training...simple as that....k.p.i's everyone......
hogpog
16-12-2004
Originally Posted by nodnol:
“They are all honest to the best of their knowledge and training...simple as that....k.p.i's everyone......”


and 1 less x3 from the huge unsold pile in the warehouse equals one more chance for the upgrade rep to win his £10 m&s/next/boots voucher whilst keeping his cph high.

oh well...plan b - decline delivery, cancel contract citing bad product info from staff as reason, sign up again with new contract getting my originally requested sx1. it could have been so simple...
joe_m
16-12-2004
im an honest customer service person who works for Three
prking
16-12-2004
Originally Posted by hogpog:
“and 1 less x3 from the huge unsold pile in the warehouse equals one more chance for the upgrade rep to win his £10 m&s/next/boots voucher whilst keeping his cph high.

oh well...plan b - decline delivery, cancel contract citing bad product info from staff as reason, sign up again with new contract getting my originally requested sx1. it could have been so simple...”


No one forced you to accept an X3, you chose to.

You should check your O2 Online contract. You may well find you cannot get a new contract straight away. Depending on the exact contract you've got you might have to wait 30 days or 5 months before you can get a new contract. If this is the case you should take out a second contract and then cancel the first.
hogpog
16-12-2004
Originally Posted by prking:
“No one forced you to accept an X3, you chose to.

You should check your O2 Online contract. You may well find you cannot get a new contract straight away. Depending on the exact contract you've got you might have to wait 30 days or 5 months before you can get a new contract. If this is the case you should take out a second contract and then cancel the first.”

of course no one forced me to take the x3, i was told the kit would arrive with everything necessary to transfer mp3 from my computer to the phone, that's why i agreed to take it.

btw, it came today - without the mp3 cable, and the x3 is now winging it's way back to o2land where it will sleep until the next person calls the upgrade team and gets that nice chatty rep who tells them the x3 is the next best thing to a siemens x1. beware he who chats about football and proclaims to support man utd !!
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