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02 - Worst customer service?!

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booter
booter Posts: 1,691 Forumite
Part of the Furniture 1,000 Posts Name Dropper Combo Breaker
Bought a PAYG mobile over phone for OH (online shop wasn't working). Told delivery would be 6th May (next day delivery, discounting bank hol) with DHL. Perfect - OH's birthday. Was also told it would have to be signed for, so stayed in all day & had to cancel dinner booking at 7 ish cause still not arrived. Checked online tracking with DHL - stated delivered at 7.30pm. (Not to me it wasn't).

Phoned 02 morning of the 7th May - was told would be investigated and someone would get back to me - they didn't. Called them again and ever since, 02 have been absolute nightmare. I've been tearing my hair out - implication was that I was lying about receiving phone (I wasn't), that my neighbours had taken it in on my behalf (they hadn't), was I sure neighbours hadn't taken it in (they still hadn't), etc. etc.

After numerous phone calls/e-mails/letter, finally on the 20th the DHL deliverer (sub contractor) delivered my phone - just as I'd got 02 to admit it was "lost or stolen". I actually thought it was replacement phone (Yea, right, more fool me) - it was the original. Turns out I live at a common address - there are a number of streets of the same name in my postcode area. Obviously all my fault for being common. 02 had offered to refund c.card (within 14 days) or replace phone (3-5 working days). I asked about interest on c.card - 02 advisor didn't know about these things cause she'd not got a c.card (how stupid of me to have one). When asked why 14 days, when card a/c debited same day as purchase, was told the money didn't go into their a/c same day as purchase (obviously just floating around in the ether). I asked why 3-5 days on delivery when new order was next day delivery - was told new orders aren't next day delivery unless specifically asked for and paid for. (I didn't pay extra for next day delivery - lucky me.)

So, OH had his phone. Just as he thought it was safe to speak to me, when he tries to phone me (day after delivery), message on phone reads "error in connection". I Phone 02 again - they say its a fault with phone and needs to be returned - they give me another number to ring. Phone that number, they say to return phone for refund. I ask what about replacement? They say need to ring another number. I'm totally at my wits end. So far have spent approx 4 whole days in time trying to get this sorted, and around £4.00 in calls to 02/DHL (although they have, generously (not) credited OH with £5.00 calls as a "gesture of goodwill". STUFF HIM, WHAT ABOUT ME?! I feel like I've hopped onto the 02 merry go round, I can't get off & I feel sick. I could go on for days with all the details, but it would bore everyone stupid. I know I've turned into a basket case, and OH is less than delighted with birthday present - me ranting and constantly on phone/on-line to 02. If you are considering buying anything from 02 - DON'T - NOT EVER, unless you really need a good scream and argument with OH.

I've written to head office - no reply yet. Turns out it's probably the wrong place to write to - didn't know this until I received the phone - dispatch note states place to write to - web site doesn't. Have e-mailed to find out if phone can be replaced rather than only refunded. (Don't want to pay interest on c.card, or extra price on phone - yes its price has increased by £5.00).

Sorry - had to get this off my chest. Friends are now avoiding me in case I go off on one again. If anyone has input/advice/sympathy/whatever, all gratefully received.

Comments

  • iwanttosave_2
    iwanttosave_2 Posts: 34,292 Forumite
    10,000 Posts Combo Breaker
    You lost me.

    You received the phone, why have you got a refund and chasing interest?

    Hang on I've read it a few more times. You were offered a refund or replacement with delivery within 3-5 days (standard delivery, t'is true its not next day although often is)

    I think you're getting too wound up about this, its a mobile phone and its causing you to argue with your OH. Just step back and breath a while.

    I'm not sure about PAYG but you've more than likely been given the number for LBM who do the returns or repairs. You should be able to have the handset replaced if its in stock, they might tell you no though, I had this with a customer the other week but I just kept phoning back till I got through to someone who said yes.

    Can you get to an o2 store by any chance? Get them to phone their customer service number and they can phone LBM for you and should be able to arrange for a new one to be sent out.
    Work like you don't need money,
    Love like you've never been hurt,
    And dance like no one's watching
    Save the cheerleader, save the world!
  • sporedude
    sporedude Posts: 1,563 Forumite
    Cant really flaw O2 in anyway, Always helpfull when I call, Full network coverage wherever I go.
  • Lokolo
    Lokolo Posts: 20,861 Forumite
    Part of the Furniture 10,000 Posts
    Surely its DHL you should be annoyed at rather than O2?
  • eco21
    eco21 Posts: 262 Forumite
    seems alot of stress over a phone in my eyes
  • I am completely with you on this Booter! I foolishly ordered a phone from O2 on monday, was told numerous times the oprder had been cancelled because they were out of stock, so went and bought one from a shop and today a DHL man turns up with the phone! I neither want or can afford two phones! nobody in their 'customer services' appears to want to help, I thought Vodafone customer services were bad but I think O2 have really topped them this week!
  • aux
    aux Posts: 40 Forumite
    Part of the Furniture Combo Breaker
    edited 27 May 2009 at 9:22PM
    unfortunately with o2 (and im sure with other mobile companies and call centres too) due to rediculous advisor targets (amount of customers spoken to per hour), things which take a long or longish time to sort out for the advisor get conveniently 'forgot about'.
    if advisors dont hit their targets, they dont get their bonuses etc

    clearly it was dhls fault to start with but as you paid o2 it should have been upto them to sorit it for you and not have you waiting 2 weeks for the phone (when you was told it would be next day)
  • booter
    booter Posts: 1,691 Forumite
    Part of the Furniture 1,000 Posts Name Dropper Combo Breaker
    Now I'm a bit calmer, I can give an update - the phone arrived 20/5. (Hurrah). Late delivery was the fault of DHL - their subcontractor had made (incorrect) assumptions about the address. (I can't tell you the reception he got from me.) Couldn't use phone however (so I thought) as it had been supposedly "blocked" by 02. Then 02 tell me it had never been blocked, so OH could use it. Well, he could have done if it hadn't been faulty! Phoned 02 (again) - they said would need to return phone and gave me another number to call. Called this one, they said could not have replacement, only refunds on that number. Gave me another number (cust.svces) who told me I could have a replacement. Was then told they couldn't get one. Then later told they could. (Merry go round again). Eventually, managed to get phone, in working order on 29th May. Received a response to my letter too (4th June) - telling me they'd credit my account with £20.00 - great, except that the number they'd quoted on the letter as mine, wasn't! (I'm sure I hear circus clown music). Did another letter - and received a telephone call 17th June - finally got my account credited with £20.00. So far, all's well.

    In the event of any problems, try writing to:
    02 Complaint Review Service
    PO Box 302
    Dunstable
    LU6 9GN


    You may, or may not, get somewhere.
  • M4RKM
    M4RKM Posts: 5,132 Forumite
    1,000 Posts Combo Breaker
    02 don't exist.. O2 do though.

    Glad you've got £20 for complaining about a fault and blowing it up out of all proportion IMO...

    M
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