o2 Great Customer Care

Skint1

A couple of weeks ago, my mobile stopped recharging so I took it to an o2 shop as it was still under warranty. I was told to leave the phone and they'd contact me when it was ready. About a week later, they called and said I could collect my phone. So I did and was told it just needed charging when I got home. When I got home and tried to charge it, the same fault that had needed fixing to start with was still evident-blank screen, dead phone. So back to the shop I went and after a prolonged and pointless conversation with the assistant, she disappeared into the back for ten minutes and then came back to say the phone was water-damaged, irreparable, and not covered by warranty anyway. When I asked why I had been told to take it home and charge it up , she denied any knowledge of our previous contact and gave the distinct impression of not giving a damn anyway.

When I got home again feeling very angry and frustrated at the bad service I'd received, I decided to email Peter Erskine, the head of customer relations at o2 (you learn the handiest things on this site) basically venting my spleen. I didn't really expect to hear anything but it made me feel slightly better,

A couple of days later I got a phone call from a very nice lady at o2 who listened to my complaint, apologized, and offered me a replacement phone for the inconvenience I'd gone through. As I hadn't been expecting anything so generous, I was delighted. I have a nice new working phone--a model up from the one that broke--and restored faith in o2's customer care.

gbmacqueen

you think its great after the extent you had to go to get a result, not my opinion. But well done.

Skint1

My point here is that after receiving bad service in the o2 shop, as soon as I contacted customer care, I got a new phone and an apology. A big company admitted it was wrong. In my dealings with big companies (don't get me started on British Gas....) this has been a very rare thing. While my experience in the shop was unpleasant, it required almost no effort on my part for o2 to put things right. In my past experiences with o2, through the web and phone calls, I have aways found their service good. It is in their retail outlets things fall down.

gaming_guy

what was the model of the phone that broke?

Skint1

sony ericsson K750i. Replaced it with Motorola V3i . They said it had water damage but I do not remember it getting wet.

stuart1266

That old chestnut!! My daughter had a VK phone and that was taken in for repair in a Vodafone shop and was told it was 'water damaged' and she couldn't remember it getting wet. She was very careful with it

Tedrick_2

Water damage is a funny one...

Anything from puddles to condensation can cause it.

Just a heads-up for Motorola owners, in the back of the handset there is a white dot, if that turns red, H2O damage.