o2 - Rant / Story

Just been through the o2 upgrades procedure and thought I'd share my
experience on here, as a point of... well awareness and ranting.

Upgraded my handset at the start of May to an XDA mini S. Phone seemed
alright, nothing too flash and then the software went wrong. I called o2 and
they arranged a doorstep swap - no problems there. The second XDA was of
REALLY low quality build, bits wobbled, numbers came off keys, the call
quality was terrible, it dropped calls and the battery had to be charged at
home and at work to maintain its operation. I called o2 and explained since
i was on an 18 month contract I couldn't be doing with a phone that starts
to degrade after three weeks of what I would deem very moderate use - they
agreed and passed me through to retentions to arrange a change of handset.

This is where it gets fun.

They arrange a doorstep swap for an LG Chocolate for the next door and call
back a couple of hours later saying they didn't realise i was a retentions
customer, and that I had to send back my XDA first before they could
re-order a new handset. Bit of a hassle, but fair enough, I send it Special
Delivery and it gets there the next day (friday). I call on Friday and
arrange the LG Chocolate to be sent out to me which should arrive Monday I'm
told since it was ordered near enough at 9AM.

I log onto my online account to check its all gone through and the order
isn't showing on my account - a call to customer services ascertains that
the order has been placed on my OLD PAYG account from two years ago that I
ported to my contract. I get passed to retentions who ensure me this will
cause no problems.

Monday arrives and I call o2 to find out the tracking number of the handset.
The order can't be found and i explain the situation to the advisor who says
that when i receive the handset I'll have to send it BACK because its
registered to the wrong account and will cause problems 'if i wanna get
insurance and that'. This kind of pisses me off but I suppose thats what
I'll have to do - they won't send out another phone on the correct account
until they receive the other one in return, which is understandable really.
Annoying that they can't just transfer the phone to the other account...
THEN it becomes clear that they haven't sent the phone to my new address,
but rather my OLD address on the old account from two years prior.... So
they have to claw it back from DHL. They call me late in the afternoon and
tell me that they've placed a new order for a new LG Chocolate and it should
be with me the following day.

I check my online account - they've done the same thing again, after having
dealt with the issue all afternoon. I call customer services, obviously in
*quite* a bad mood having had to chase them all day to get it sorted in the
first place to have them do exactly the same thing again.... The customer
services rep says that indeed it isn't on the right account, and cancels the
order and places ANOTHER order on my account for an LG chocolate

I check my online account - NOW there is an order for a phone - but also a
new simcard? Strange I think, but i think nothing of it, and leave the
office. At the gym I go to make a call, and my existing handset has been
DISCONNECTED from the network. So I manage to get to a landline and call CS
AGAIN, explain the situation to the rep to be told that i'm simply wrong,
that this doesn't happen in o2, and that my simcard is DIRTY.... I have to
take it out of the phone, 'give it a good clean' and put it back in. I do
this to no avail. I'm told to try it in another handset and i don't have
access to another phone, so i will 'just have to wait until the new phone
arrives in the morning'

Tuesday - I check in the morning on the status of the order - OUT OF STOCK-
probably because all their inventory is being sent to me two years ago.... I
call CS and ask for a manager direct, and manage to get my phone unbarred,
and tell him that i'm sick of dealing with the order system and that he
should find me an LG chocolate and reserve it in an o2 store for pickup.
Later in the morning he calls and says that I should just go over to Euston
Station store and quote his name and obtain my handset. I nip out on lunch
and get to the store, wait 15 minutes and then i'm told i need a proof of
signature - despite being able to identify myself through what now is a
THOROUGH understanding of my account - I have to go home in the evening, and
return with a proof to get my handset - the upside of this being that i
actually see the N80 in store and opt for that instead, for my trouble I can
get it for free, which is good at least. I return in the evening obtain my
handset, and I'm done....

Has anyone else had such a crap service from o2 retentions? They've told me
that this is an EXTREME rarity, but i'm not really in the position of
believing that right now!!

Laters!

Matt

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› See More: o2 - Rant / Story

snip tale of WO2.

> Has anyone else had such a crap service from o2 retentions? They've told
> me that this is an EXTREME rarity, but i'm not really in the position of
> believing that right now!!
>
> Laters!
>
> Matt
>
>

Have a look through this group to see how much your experience differs from
the standard of service one can normally expect on O2.


Oh to renege now the deal is done.