02 appalling customer service

steven3001 · 31-07-2008, 19:55

As an O2 customer for many years and a previous employee I was disgusted when I called there customer service to simply ask that my surname be changed on my account. 15 minutes to get through the first advisor simply advised I had no name on my account, which I found very unusual to then be cut off.

15 mins in the que again to the second advisor. Hmmm this time around apparantly my account was located on a system that he did not have access to, he even reeled off the jargon name of this system before then attempting to pass me elsewhere but instead cutting me off.

15 mins again in the que feeling rather fustrated at this point. 3rd time lucky yay I get through to an advisor who claims the systems are down and unable to make any changes at the moment. Angry at this fact I hang up and redial.

15 mins later in the que I get to the 4th advisor. Feeling very angry to a point where I swear at the advisor (not fault to him) I make my request again to change my surname

30 seconds later it is done

1 god damn hour it took to get through in total for what was a 30 second job. That is disgusting and I made a complaint via email. Will I get a reply, Will I not???

One Shall See

prking · 31-07-2008, 20:04

I can understand your frustration. I've never had anything but excellent service from O2 so its particularly disappointing. I have to say I think it quite strange that each call lasted 15 minutes, is it possible there is a slight exageration due to your temper? I think it was wrong of you to swear. There is no excuse for bad manners.
I have always had a prompt reply to any emails, they even text you to say they have replied. I hope they reply to your satisfaction.

steven3001 · 31-07-2008, 20:10

I would have been peak hours. I've checked my online billing lol and the calls were rougly the same amount of time getting through to them.

I've never exerienced anything like it I've usually been really happy with o2 and their customer service. Maybe they were having a bad day

DXRulz · 01-08-2008, 00:31

Absolutely nothing wrong with their customer service as they've always helped me out wether that be by email or phone so i dont understand how some customers can have "problems"

marilynbranston · 05-08-2008, 01:08

No problems ever with 02 customer services..Ive always found their staff to be polite,pleasent and very helpful.

Sorry to hear you got them on a bad day OP

the hamster · 05-08-2008, 10:10

I rang about an upgrade today, they answered before it rang!

kosmos5457 · 05-08-2008, 10:31

Only ever experienced good customer service from O2 myself. It's a shame that they have let someone down in what should not be an uncommon situation. However, a lot of companies are very strict with customers about changing details on accounts I find.

SilentLoner · 05-08-2008, 11:05

Yeah I am with o2 broadband and o2 mobile with the iphone and their emails have always been switch and precise, they even logged my insurance claim over email and they had their insurance company phone me to sort it out. Maybe a bad day in the office?

kosmos5457 · 05-08-2008, 17:28

I hear that O2 are or have changed the way the pricing goes on new handsets for new customers. Even people upgrading or wanting to upgrade and are after a Nokia N95 or Samsung Tocco do not seem to be able to get these phones on the tariff they want. This could well lead to many current customers looking to upgrade deciding to either complain to try and get the phone they want or requesting a PAC. This I think would put a lot of the staff in a particularly bad mood for the day.

31-07-2008, 19:55	#1
steven3001 Forum Member Join Date: May 2005 Posts: 629	02 appalling customer service As an O2 customer for many years and a previous employee I was disgusted when I called there customer service to simply ask that my surname be changed on my account. 15 minutes to get through the first advisor simply advised I had no name on my account, which I found very unusual to then be cut off. 15 mins in the que again to the second advisor. Hmmm this time around apparantly my account was located on a system that he did not have access to, he even reeled off the jargon name of this system before then attempting to pass me elsewhere but instead cutting me off. 15 mins again in the que feeling rather fustrated at this point. 3rd time lucky yay I get through to an advisor who claims the systems are down and unable to make any changes at the moment. Angry at this fact I hang up and redial. 15 mins later in the que I get to the 4th advisor. Feeling very angry to a point where I swear at the advisor (not fault to him) I make my request again to change my surname 30 seconds later it is done 1 god damn hour it took to get through in total for what was a 30 second job. That is disgusting and I made a complaint via email. Will I get a reply, Will I not??? One Shall See

31-07-2008, 20:04	#2
prking Forum Member Join Date: Sep 2002 Location: Weston-super-Mare Posts: 9,167	I can understand your frustration. I've never had anything but excellent service from O2 so its particularly disappointing. I have to say I think it quite strange that each call lasted 15 minutes, is it possible there is a slight exageration due to your temper? I think it was wrong of you to swear. There is no excuse for bad manners. I have always had a prompt reply to any emails, they even text you to say they have replied. I hope they reply to your satisfaction.

31-07-2008, 20:10	#3
steven3001 Forum Member Join Date: May 2005 Posts: 629	I would have been peak hours. I've checked my online billing lol and the calls were rougly the same amount of time getting through to them. I've never exerienced anything like it I've usually been really happy with o2 and their customer service. Maybe they were having a bad day

01-08-2008, 00:31	#4
DXRulz Forum Member Join Date: Dec 2006 Location: Oswestry, Shropshire Posts: 4,196	Absolutely nothing wrong with their customer service as they've always helped me out wether that be by email or phone so i dont understand how some customers can have "problems"

05-08-2008, 01:08	#5
marilynbranston Forum Member Join Date: Mar 2008 Posts: 347	No problems ever with 02 customer services..Ive always found their staff to be polite,pleasent and very helpful. Sorry to hear you got them on a bad day OP

05-08-2008, 10:10	#6
the hamster Forum Member Join Date: Apr 2006 Location: AA Aerials, Grantham & Melton Posts: 1,034	I rang about an upgrade today, they answered before it rang!

05-08-2008, 10:31	#7
kosmos5457 Forum Member Join Date: Jan 2006 Location: Anglesey Posts: 1,262	Only ever experienced good customer service from O2 myself. It's a shame that they have let someone down in what should not be an uncommon situation. However, a lot of companies are very strict with customers about changing details on accounts I find.

05-08-2008, 11:05	#8
SilentLoner Forum Member Join Date: Jan 2006 Location: Aylesbury Posts: 3,995	Yeah I am with o2 broadband and o2 mobile with the iphone and their emails have always been switch and precise, they even logged my insurance claim over email and they had their insurance company phone me to sort it out. Maybe a bad day in the office?

05-08-2008, 17:28	#9
kosmos5457 Forum Member Join Date: Jan 2006 Location: Anglesey Posts: 1,262	I hear that O2 are or have changed the way the pricing goes on new handsets for new customers. Even people upgrading or wanting to upgrade and are after a Nokia N95 or Samsung Tocco do not seem to be able to get these phones on the tariff they want. This could well lead to many current customers looking to upgrade deciding to either complain to try and get the phone they want or requesting a PAC. This I think would put a lot of the staff in a particularly bad mood for the day.

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02 appalling customer service