02 Customer Service is appalling

neilswindonuk

Hi everyone,

Just felt like having a little bit of a rant about how haphazard O2 customer service agents are on their "premium" o2 select contract-only helpline number.

I recently lost my phone and fortunately have O2 insurance, so I wished to make a claim. I pressed option 5 to speak to an advisor, then I was asked for my name and number. I then explained that I wished to make a claim for a lost phone, (clumsily, I lost it at Reading Festival).

First I was told I could not apply for a claim because my account was outstanding. Fair enough. So I asked my father to pay on my behalf and he was not able to do so until late in the evening, due to a card processing problem.
He then finally paid, but the insurance dept closes at 6pm.... grrrrr .... I needed the phone in time for a trip to Scotland.

After making the payment, the next day I call back O2. The advisor said she would then transfer me to the correct department to take some "security details" - but was sent back to the menu all over again! "Hello and welcome to O2"

So on the second attempt I had to explain everything all over again and go through two more departments, before being told I needed a "Reference number" from the police. Eh? Thought you only needed a reference number from them if it was stolen?

I asked if I needed one from Berkshire Police, the county in which it was lost but they said no my local one! So I had to hang up their call again and then phaff around getting a ref number. Why wasn't I told this to begin with?

So, sigh, once again, I was greeted with "Hello and welcome to O2" and the most irritating loop music. I was told 39 other people were in the phone queue with me... and waited 20 mins.... I then was through to the wrong department again so had to wait longer.... then finally I was able to make a claim.

May I suggest a bit of clarity in future from O2's part, this is supposed to be a "premium service" helpline number! You should not have to make over 10 calls just to sort this out. You should not get transferred from department to the wrong department each time. I was borrowing someone else's mobile to make the calls to the number - he was not pleased by how much credit I had used. It shouldn't have been this difficult to simply order a replacement phone, of which I am paying insurance for every month.
I was patient, but there's only so long you can be patient! I don't think this is a first class service from O2 at all! They used to be brilliant but I think their standards are slipping away! Unacceptable - I give them at least £110 of my hard earned cash every month! Slowly starting to get p**sed off with O2.

Two weeks ago, I called the same shoddy number to report my phone acting sluggish. They said the most likely reason was probably due to the fact I had an old Sim card which wasn't 3G... huh ?? £35 a month contract, and you have failed to provide me with a quality sim card??? charming !!

princessjessica08

I'm not a fan of o2's customer services. I had 2 contracts with them and I reported 1 of them lost as my ex had the phone and I didn't trust him. So I gave them the IMEI number of the phone and guess what. They blacklisted mine instead. I called them up and told them what happened and they said the correct phone was blocked. I asked why after I made the call, mine stopped working. They said it would need repair. I told them to unblock the other handset, and hey-presto, my phone started working again. So my stupid Ex gets to keep using the phone (albeit without the original sim) just so they don't block mine. Apparently they have no explaination for this and it may have just been a problem with my phone. I'm with Orange now, their customer service is top in my book.

eljmayes

neilswindonuk wrote: »

Hi everyone,

Just felt like having a little bit of a rant about how haphazard O2 customer service agents are on their "premium" o2 select contract-only helpline number.

I recently lost my phone and fortunately have O2 insurance, so I wished to make a claim. I pressed option 5 to speak to an advisor, then I was asked for my name and number. I then explained that I wished to make a claim for a lost phone, (clumsily, I lost it at Reading Festival).

First I was told I could not apply for a claim because my account was outstanding. Fair enough. So I asked my father to pay on my behalf and he was not able to do so until late in the evening, due to a card processing problem.
He then finally paid, but the insurance dept closes at 6pm.... grrrrr .... I needed the phone in time for a trip to Scotland.

After making the payment, the next day I call back O2. The advisor said she would then transfer me to the correct department to take some "security details" - but was sent back to the menu all over again! "Hello and welcome to O2"

So on the second attempt I had to explain everything all over again and go through two more departments, before being told I needed a "Reference number" from the police. Eh? Thought you only needed a reference number from them if it was stolen?

I asked if I needed one from Berkshire Police, the county in which it was lost but they said no my local one! So I had to hang up their call again and then phaff around getting a ref number. Why wasn't I told this to begin with?

So, sigh, once again, I was greeted with "Hello and welcome to O2" and the most irritating loop music. I was told 39 other people were in the phone queue with me... and waited 20 mins.... I then was through to the wrong department again so had to wait longer.... then finally I was able to make a claim.

May I suggest a bit of clarity in future from O2's part, this is supposed to be a "premium service" helpline number! You should not have to make over 10 calls just to sort this out. You should not get transferred from department to the wrong department each time. I was borrowing someone else's mobile to make the calls to the number - he was not pleased by how much credit I had used. It shouldn't have been this difficult to simply order a replacement phone, of which I am paying insurance for every month.
I was patient, but there's only so long you can be patient! I don't think this is a first class service from O2 at all! They used to be brilliant but I think their standards are slipping away! Unacceptable - I give them at least £110 of my hard earned cash every month! Slowly starting to get p**sed off with O2.

Two weeks ago, I called the same shoddy number to report my phone acting sluggish. They said the most likely reason was probably due to the fact I had an old Sim card which wasn't 3G... huh ?? £35 a month contract, and you have failed to provide me with a quality sim card??? charming !!

The best idea with O2 is to be very firm and try and get somebody to take ownership of your query otherwise you get passed around:(. The option 5 lot usually are fairly helpful, however the rest are very hit and miss:(.

Cavey

I am not an O2 select customer, but I am with O2 and I do like their service. Have always found it easy to get through to a human and have always had my problems solved quickly.

However, O2 and O2 Insure are not the same company.

In my past dealings with O2 Insure (started 27th December 2007), I did find them to be a bit of a pain to deal with. I got through reporting it broken to O2 in abut 5 minutes and was redirected to O2 Insure. I also wanted the phone before I went to Scotland, but they didn't have the one in stock I wanted, but I could pick from a selection of other brilliant phones including a blackberry.

So, I took my spare to Scotland and asked them to ring me when they had stock. Long story short, they had actually discontinued that phone and weren't ever going to get more stock. I rang back two weeks later when I got tired of waiting and they essentially gave me an upgrade to the latest model for £25 which arrived in under 24 hours. Bit of a pain, but it got there in the end....

sanfly

Have been with o2 for a year and have always found their C.S. to be ok, if you think they are bad you should try "3" ,absolute nightmare!!

iwanttosave_2

As Cavey said, o2 insure isn't "part" of o2. They are pains in the backside, if you are transfered to them and you don't have all the correct info then they will not take the call.

Was you not warm transfered to the insurance department? You should be because the advisor has to confirm details with them before you can continue with the call.