Advantages Finally Got What I Wanted
Disadvantages Took Far Too Long!
|Coverage & reception|
|Customer service quality|
|Customer service waiting times|
|Tariffs & Charges|
|Accuracy of charges|
|Range of different billing plans|
|Range of services (e.g. voicemail, messaging)|
Well I have a few mixed feelings about O2. I think they are one of the better mobile phone operators and I do generally have good customer service from them. That is, when i\'m not complaining loads. Once you have a serious problem, they dont really want to know.My problem was my old handset started to break, it was about 10 months old, and i only have a 12 month contract.
So i rang O2 to tell them it was a bit faulty, and ask them what i could do about it.The man at the other end told me as i was paying quite a bit each month I was entitled to upgrade early. The only problem was the phone i wanted was out of stock. So he told me to ring back a week later to try again.
So thats exactly what I did, and again told that it was out of stock and to try again the following day. So again tried and tried for another 2 weeks. After been told it would be in the following day each time, which was a complete lie from O2, eventually the product was in stock.So i took the oportunity to upgrade, when I was told I was not eligable as it had not been 12 months. I told them what had been said to me in my original conversation with them.
Eventually with no luck with the operator, I asked to speak to a manager, infact the duty manager of the evening. So eventually he came to the phone and told me what I wanted to hear, that it would not be a problem and that he would sort it out for me and get back to me the following day.A few days went by and still I had not been contacted him, so I decided to ring O2 back, I asked to speak to this manager. I was told that they would get him to ring me back within a half hour. Still no luck, so i continued to pester them all afternoon.
Eventually I tried again with just a normal assistant. I explained my problem and was told the same thing again. I explained that it was written in my notes by the original operator and the manager that i spoke too, that i was elegable for an early upgrade.However, I was told that all my notes had been deleted - Shock!
So I thought I\'d had enough. So i said that they can either do what there loyal customer for many years wanted and needed, especially after messing me around so much or I\'d leave O2.So within a heart beat, they put me through to cancelations. So i thought I carry through with my threat.
The operator asked me what the problem was and if there is anyway I would stay with O2. So once again I explained the situation and stated my demands of the phone, and I even asked for it completely free as it was the nice expensive N95 I wanted.So she went away and asked her manager. She came back and said that seen as i had been messed around so much they would do this for me, and I would have my phone completely free!
Happy Days!Finally a conclusion!
This only goes to show the extent of what you need to do to get what you want in the relms of customer service.
So I had my nice new N95 a few days later.
I have lost my patients with O2 and when dealing with them in the future I will be on my toes.Dont get me wrong, there are a few good operaters out there that know what they are talking about, but not very many.
So guys, a word of advice, be careful!
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