O2 Appalling Service

gazza1001

Have a read of this e-mail before considering switching or signing up with O2:

Dear Sir/Madam,

I am e-mailing you to let you know of my disgust of the service I have received from O2 since ordering a PAYG Samsung Galaxy 2 on the 5th May (Order Ref 00388**25) and a contract handset for my partner (order ref ON-00**86).

I am looking to switch from Vodafone and ordered a the above handset to check the coverage in my area and look at switching if it was good. So I placed my order, paid the extra £10 for express delivery for Saturday AM delivery and waited in patiently for my delivery. I received 2 e-mails advising the order was being picked and I would received an SMS/e-mail to confirm.

However I received no such message and waited in most of the day for the delivery to arrive. The link to the order on the website did not work so I was unable to track the order this way. When I phoned twice on the Saturday morning I was transferred on both occasions and put on hold for an unacceptable amount of time waiting for an answer so hung up due to my ever increasing phone bill. On the third occasion I was told the delivery could turn up any time and to be patient. On the fourth occasion (clearly past the AM delivery) I was told the phone was not in stock and he didn't have an answer but would phone me back in the next two hours to confirm what was going on. I never received such a phone call and resorted to your online chat advisor at 5PM (having waited in all day for the delivery) to be told the phone was not in stock and no further details were available at the moment. What made it worse was I was told the phone was in stock for contract customers, Donna the advisor did her best to apologize (the first I have received) but couldn't tell me any more.

Further to this I have just been told my contract handset will not be delivered until tomorrow despite assurances these were in stock on contract and be delivered today as requested. This is now the second day I have spent waiting in for a handset that has not arrived. And again had to make 3 phone calls to trace what was happening with regards to my order as I have received no further e-mail/txt information to advise this would not be delivered.

I am sure you can agree the service I received was totally unacceptable having stayed in all day for not one but two days. As well as having to make several phone calls to your customer service throughout the day to either be transferred or let down with false information. I am still no further in knowing what is happening with my order although Donna did say I would be eligible for a good amount of credit that could be applied to my account to reflect the poor service, phone calls and massive inconvenience to myself. However I still have no number for this to be applied to and would only be reviewing this before transferring my number across to you on potentially to a SIM free deal on the PAYG handset.

However this would depend on a massive improvement of service from your customer service. What I would like is adequate compensation to reflect my two days of wasted time and numerous phone calls to resolve this (from my Vodafone mobile I might add) although I did feel insulted by the £20 credit offered. Also why were PAYG customer let down so badly but is still available for contract?

I look forward to hearing from you.

Regards,


Well further to this I waited in another day today spending no less then 4 hours trying to sort this after being assured my handset would be here for sure today. After being passed from pillar to post I find out my contract handset won't be delivered today after all and the stores with stock won't hold one for me. They refused to supply a directors e-mail address insisting I will have to wait up to 5 working days for a response to my previous e-mail. They will also only offer me a piddly £20 compensation despite waiting in 2 and a half days for delivery and spending most of Saturday and all this morning chasing them up. They also refused to confirm they will definitely refund the cost of my calls to them. :mad::mad::mad:

thepurplegoldfish

Hit them in the pocket. Cancel the order and go to someone else, it's not as if O2's deals are wonderful - in my opinion they are extremely expensive.

gazza1001

Cheers I got the £90 cashback deal via top cashback and a 24month contract at £10 p/m with the phone at £149.99. Best deal for the Galaxy S2 I could find

gazza1001

What do people think would be a realistic compensation for such poor service. I asked for a significant amount towards the handset cost but they wouldn't budge on the 20 quid! What an insult!