02 complaints

diamonds

I had a high levels complaint in 2007 that the *dedicated* EMPLOYEE ( i use the term loosely ) refused to return my calls, I was always polite & we never had a bad word/disagreement on terms or complaint, he just repeatedly refused to call when team members were leaving messages to call me back ??
I left o2..........on them grounds I would tell no-one to consider o2, a complaints team who failed to address a complaint & where do you take that complaint one might ask ?

thestudio9000

I took my iphone in for repair to an o2 store whilst shopping 9 days ago. I have just received a call saying it would cost me £139 to repair the broken glass (thats another story!!), and they could not start the repair until they had received payment. It would take 3-4 days and I would have to collect it. I asked if it could be posted (as I live 40 miles away), no she said, you would need to sign in store for it. I said fine and offered to give the lady my card details to pay.

The lady said I would have to come into the store to pay as they don't accept card payments over the phone, I suggested sending a cheque, they don't accept cheques!

I run my own business, I worked out it would take me 2 hrs + fuel and parking to pay by card and another 2 hrs etc to collect it, totaling £400 cost to my business!!!

The lady suggested the manager could contact me tomorrow . . . no thanks, I WANT MY MOBILE BACK as soon as possible.

I just want to pay and have it delivered. Its only a mobile phone, its not a diamond ring, which incidently can be delivered by post!

I asked one sales assistant what would happen if I was disabled . .. umm dunno was the reply. I suppose you could get a friend to come into the store and pay if you gave them your pin number!!! STUPID is the first word that sprung to mind, sorry.

Only ten months left of this crazy archaic nonsense (contract) and then I am complaining in the only way mobile companies will listen . . with my feet!:j

Dsmliverpool

I to am complaining to O2 about the service I am getting with my iphone. It suddenly stopped working indoors. It works fine outside. The said to me it is water damage and even sent proof ( a crap resolution picture of my usb connecter on the iphone, with no indication on the picture !!! to which part is broken).

I don't believe them as the phone works out doors fine. I am not getting my contracts work as I am unable to use it indoors.My mates have iphones on the same tariff and everything, there phones work fine. Do I have grounds to sue O2 for breach of contract if I get independant Apple verification of my problem?

Please help asap.

Flightylady

I am about to do serious battle with O2. Took my 7 month old, perfect condition phone in to get side button replaced. Told the same as you, moisture damage!. I am not a liar and this is a libellous accusation. However, having spoken to Apple I was asked if this was checked in front of me. No, course not so it's my word against theirs at Anovo UK repairs. I've refused the phone back and made the store manager destroy my sim card. I have written to O2, Apple, CEO at O2 and will go to Offcom, Trading Standards and Office of Fair Trading if necessary. I will not be called a liar or bullied by these people. They are now in breach of contract as far as I am concerned.

legoman

i would like to add that i had to take up a serious complaint with o2. i eventually wrote a letter to 4 places. the director of o2, complaints, an email to complaints and the office of fair traiding. i had a personal reply from the director and my contract was terminated as requested within 4 days of sending the letters recorded delivery.

though o2 have given me nothing but hassel for the last 2 years of a 5 to 6 year contract i was impressed with the speed of their final effort.

finlay666

To bump this to the top I have also had an issue with a phone repair through O2

Received my phone in January, phone was cracked under the volume cover (Which is covered by a metal battery cover). Sent away for repair under warranty and received back chipped, didn't make an issue as I had been without my phone long enough.

Same fault occurred 3 weeks ago, took it into the closest store, a one hour train journey away (no car currently) and was told it would be repaired as it was the same fault.

O2 repairs contractors have now decided they won't repair it unless I give them £45 as it is down to misuse and accidental damage. Accidental damage of cracking plastic under a metal cover on a phone that is otherwise in quite frankly near brilliant condition apart from some dust and wear marks on the keys.

After I enquired as to why it wasn't fixed this time but was last time I was told it was a mistake by the engineer, and that they won't charge me for it in retrospect. How nice of them!

I pointed out it is a common fault on an uncommon phone (everyone I know who owns one has the same fault, they had insurance though so claimed that way). They said that as Sony Ericsson have not released a statement saying it is a known fault or issued a recall it is not acknowledged as one. 5 minutes after being on the phone I found a reputable website article from December 2008 that states Sony Ericsson in Holland acknowledge it is a fault with the device.

I spoke to Sony Ericsson after, asking about their use as an impartial 3rd party to assess the damage, I would have to pay to send it to them, then pay for the time and they fully trust the O2 repair team and their judgement as they are qualified to the same level as the SE engineers.

Going into the store this weekend (after being told I cannot make a complaint over the telephone) to see what I can do and hand deliver a letter of complaint about the situation. If they still won't budge I will be taking it further as, and correct me if this sounds unreasonable, a phone sold with an 18 month contract should last with reasonable use at least 18 months!

ckerrd

legoman wrote: »

i would like to add that i had to take up a serious complaint with o2. i eventually wrote a letter to 4 places. the director of o2, complaints, an email to complaints and the office of fair traiding. i had a personal reply from the director and my contract was terminated as requested within 4 days of sending the letters recorded delivery.

though o2 have given me nothing but hassel for the last 2 years of a 5 to 6 year contract i was impressed with the speed of their final effort.

Can I ask what the address was for the Director?
Just in case........

Bit of background.

My tariff was changed a couple of months ago without me asking or knowing about it. Only when I got my higher than normal bill did I notice. Emailed o2 who said I had requested the change. A lot of emails later and finally they have admitted that it was all a c*ck up on their part very sorry etc.

I had by this time already emailed to cancel my contract as they had screwed up.
It was suggested I rang the retention team, which I did. They had no idea why I was ringing them, nor could they tell me anything about my current tariff. I told them I was leaving and the nice lady said you will have to pay for the remainder of your contract. I pointed out I would not as they had messed up and under the T&C I could give them 30 days notice. She wasn't aware of the T&C surrounding airtime so said she would escalate and get back to me within 48 hours. Since it is now over 4 days ago I suspect I am not going to hear anything. I have emailed CS again to remind them of my cancellation email and ask when I will get my PAC code.

Maybe all will be well and I will leave o2 (sad to go but there you are) but it might be useful to have the contact details if it gets messy.

Thanks

eljmayes

scotty6kids wrote: »

the actually top man is Matthew Key - he is the CEO of Telefonica O2 Europe and his office can pretty much sort anything out.

The email address is [EMAIL="Matthew.key@o2.com"]Matthew.key@o2.com[/EMAIL]

A few rules thought, be accurate, to the point and polite.

I would say try and be accurate but use some sense of humour to drill home your point- I sent a rather humourous email to them and it got answered far quicker than before. If you type into Google "A letter to o2" you may see it;).

winniiethepooh66

I can confirm as of today's date [EMAIL="Johnathan.Attwell@O2.COM"]Johnathan.Attwell@O2.COM[/EMAIL] is still the only guy still working at O2 from the list provided back in September 2009. I will update if I get any positive/helpful or bad response to my complaint if its worth sharing.

Regards,

Tracey

gogetum

Well here's one for the o2 poc on this forum an any other interested folk.

I have 4 separate contracts with o2. Knew I was eligible to upgrade as of 11 Apr so set date in diary etc. Get a phone call from o2 and a letter saying I could upgrade now as I have become a gold custome on this line. So I did an upgrade on the phone with o2 to my prefered handset.

A day or so passed and I called to check the delivery status only to be told the phone was out of stock which wasn't mentioned whilst ordering! (Handy comission and run by the sales upgrade lady)!

Cancelled the upgrade due to no availability and said I would go to the local store and upgrade there as it was in stock. Told on the phone 'yep, you can do that as of now.'

Go to store to be told no as the cancellation takes 24hrs to show on system and they couldn't do it. Waited 24hrs and called o2 upgrade again to be told, yep, the order is cancelled go into store and do the upgrade! If the store has a problem tell the to call upgrade referrals.

Store check system an yep all order cancelled so can upgrade.... Go to put the upgrade through..NOT ENTITLED to upgrade until 11 Apr!!!

So called their retentions with all I can describe as an office free for all going on in te background, staff blaring out about football etc etc, asked to mute the noise only to be put on hold for 20 mins!

Ok by this time I am livid and have been given the complete rum around and a of now has been escalated to a manager to call me back within 4 hrs..

The clock is ticking and if there is no call back I will peel off ALL of my contacts one by one over the next few months!

Elbow - Ar** they just don't get it!!!!

Go to store