O2 - Good Result via Peter Erskines Dept!

laney66

Hi There,

Just thought I'd share my experiences. I took out a second O2 contract in April for my daughter via P4U, a silver Nokia 6111. It developed several faults earlier this month such as switching itself off etc.

I took the handset into my local O2 store as I'd already promised never to set foot in another P4U store. O2 store arranged to send the handset off for repairs. After a week I had not heard anything so I telephoned them, only to be told that there had been a problem with my receipt and could I return to the store for them to take another copy of it, which although not happy about, I promptly did.

Got a call from the store on 13/09/06 to say handset was ready for collection but it had been replaced. Got to store to find that not only was handset a different colour, but was also a refurb. The sales advisor tried to act dumb when I challenged him, so I took the handset home and decided to email Peter Erskine, as I felt the situation just wasnt right.

Got a call from someone called Mark in his office on 18/09/06 to say that it is normal to sometimes send out refurb models as replacements, but he agreed that a like for like or better model should be supplied. He said he would arrange to send out a silver model and as a goodwill gesture we could keep the black model already supplied.

Nice lady from DHL arrived yesterday with another black 6111! Got straight back on phone to Mark and told him what had happened. He was absolutely certain he had ordered a silver Nokia which I believed. As it looks like silver handsets are no longer available (please bear in mind the phone is being used by a fussy teenager!) I asked what the possibility of completely changing handset model would be. He asked which handset I had in mind and I said "what about a Nokia 6131?" He said he would check and give me a ring back.

10 mins later I got a call back to say thats absolutely fine. I have returned the second 6111 and should receive a 6131 on Monday, which has a much better spec anyway (laney66 jnr is well pleased)!

Sorry my post is long, but I just want to say never just roll over if you think youre getting a second rate service. My advice is just go straight to the top.

lkoky

Good one. Mind to pm me the email address you send to Peter Erskine?

thanks

Old_Gold

I have tried to reach Charles Dunstone at the Carphone Warehouse for about a month so far. His organisation make sure he is well protected and therefore does not need to personally back all his promises. After a complaint regarding my treatment by Customer care about a month later I got a phone call from someone claiming that Charles Dunstone asked them to speak to me but in the end it turned out he was so far down the food chain that his manager reported to another manager who was still nowhere near CD.
Peter Erskine then must make himself more available than Dunstone. However I will not stop although it looks as if my next stage must be Trading standards and the advertising authority. Certainly CPW do not have a complaint procedure that bypasses their customer care department that I have found so far.

matrix999

Good Stuff!!

O2's Customer Service has certainly got better and better. It's good to know that should you have a complaint and need to speak to the MD your e-mail or call gets dealt with urgently! Although Peter will not respond directly he does get his Senior Customer Relations Team to contact the customer.

Keep up the good work O2!!!

sya220

I am having problem with o2 here. 2 issues-
1) They suddenly charged me calls 1 week before my old contract was up, even though I still had almost 2 hours inclusive minutes left. CS said the Inclisive Allowance Details page online is unrelable and inaccurate.
2) A month ago I was offered to renew a 12 months contract for 500 mins + 400 text at £10 per month (I had said it was too good to be true). I had repeatedly called and checked for confirmation which was correct. Today my new contract is supposed to be starting. My online bill showed that I am only on 200mins and at £15 a month. I called CS, as usual, I did not get anywhere.

I feel that I need to complaint to someone higher up.
Can someone kindly let me (or PM me) this Peter Eskines dept email address? Thank you.

Wasted_User

http://www.connectotel.com/marcus/ceoemail.html

Have a look there for that email address you were after

sya220

Many thanks!