O2

Smickan

I really cannot thank 02 enough, they've always been so lovely to me.

Old post:

I'm with 02 and have been for most of my mobile-having years (almost 10).

Barely had any problems and when I have they've been sorted out quickly.

Christmas 06 I signed up for a contract phone (Nokia n73) which wouldn't save pictures after I'd taken them. I swapped it for another that they did on the doorstep and it still wouldn't work so they offered me an upgrade on my £30 a month contract to a better phone (that I would have had to make a one off payment for if I'd gone ahead and taken it out as is) for free. I said no and bought a £50 off their website as a tide over until I could afford the PAYG one I wanted, largely because it came with £75 HMV vouchers.

The vouchers didn't all work (£30's worth had) and I emailed the people who had issued them as it said to on the back and I rang 02 to double check that the phone had got back to them that after I'd had to post when closing my contract account and didn't want lumbering for a phone worth a few hundred pounds. I casually mentioned the vouchers as the man asked about them and I was told that 'I was lucky to have got the vouchers in the first place' and was generally spoken too in a snappy way.

Feeling brave after a few drinks I sent an email to the CEO expressing that I was unhappy at the way I'd been spoken too, I'd bought this phone and the vouchers hadn't worked and I'd had two phones on contract that hadn't worked and had left me without one for a while whilst I got it sorted and my email got passed to a lovely gentleman who apologised for what had happened, organised a £75 goodwill payment as a cheque in place of the vouchers AND came back with £75 of voucher codes!

Not only that but the place who had issued them rang and also replaced the ones that hadn't worked! I couldn't believe it when 02 said I was able to keep them all.

More recently I had some problems with signing up for a second contract and had a lot of information mis-communicated [Is that a word? I hope so...] and ended up sending it back despite having really wanted the phone it came with. I dealt with a lovely lady who gave me £30 free PAYG credit and couldn't apologise enough.

I was very happy with that and continued using them and saw the phone I wanted was on offer and you got £20 off it so I went ahead and then had nothing but problems with it [8 in total! - most annoying being the battery lasting for just 24 hours] so I sent off another email to the same person and didn't expect to here anything. She rang me back today and we spoke for a bit and then she said as I'd been without a working phone for the best part of a month (using an old nokia in between) that they'd like to send me a phone and did I have one in mind?

Truthfully the only one that caught my eye was the Nokia N95 so I said that. She said to give her a few moments, then she rang back and baboom. Reconditioned Nokia N95 on the way for free and should be here tomorrow.

Jaw. Meet floor. I couldn't thank her enough and I'm still floating! Thank you so much O2.

Smickan

It's just arrived, next day postage! I'm completely overwhelmed with everything it does, it's utterly fantastic!

gingababe

Wow , we have had an ongoing concern with o2 with complaint after complain & customer retention keep saying "nothing we can do, we will look into it & call back!" have they - no , so a month ago I rang & asked to be put thru to customer complaints, I was told they don`t have such a department but I would write, I did so on that very day, sent it recorded delivery & have they answered no.... so now I am stuck.
Its nice to hear that people do get good service & its not all doom & gloom.
If you could point me in the direction(pm me if poss) of who I could email I would appreciate it.
Well Done

Smickan

matthew.key@o2.com - the CEO. Include your phone number and someone will ring you back.

gingababe

Thanks

Ginga