SIM swap done in 1 hour - very impressed

[pctech]

Hi

I know some of you will want to put me in front of the firing squad for saying this but am going to anyway.

I requested a 3G P&G SIM from O2 on Monday as I'm planning on going 3G next year.

The card was waiting on my doormat when I got home tonight and I rang O2 customer services

A really helpful rep answered and asked how she could help, I explained that I had requested the card and that I wanted to swap over to it.

She said it would take about an hour (this was impressive as I was quoted six hours) as she needed to copy all of the details over (I felt a bit sorry for her as it must be a headache having to copy the info manually, I thought that they may have automation in place to do that).

Anyway, 1 hour 15 minutes later I turned on my phone and all was done, credit, plan and number 1 promo, really excellent service.


I wonder if there is any procedure that the customer can follow to provide positive feedback on a customer service experience as this person deserves a pat on the back IMO and who knows, one day all customer experiences maybe this way.


Can any O2 people advise me.

pctech

[blueharvest]

I wonder if there is any procedure that the customer can follow to provide positive feedback on a customer service experience as this person deserves a pat on the back IMO and who knows, one day all customer experiences maybe this way.


Can any O2 people advise me.

pctech

Hi pctech. Fantastic to read some positive comments about CS.

To praise a particular advisor, simply call back and the new advisor that you speak to will complete an 'Advisor Feedback' online form that is sent to the previous advisor's manager.

You do not need to know the name of the previous advisor, their ID will be on your account. :)

[pctech]

Thanks again for your response BlueHarvest.

I am again receiving some excellent service from one of your colleagues in Leeds /Manchester who is doing to her utmost to chase a handset upgrade credit that has not been credited to my account.

she has kept in touch via phone and e-mail to keep me updated on the escalation process and has promised to check on status when she is back on Saturday, can't say fairer than that let alone the responses you have given me on here, thanks again, I will be following this procedure when this issue is resolved to ensure that the member of staff gets the pat on the back that they deserve.

And to think I put up with Virgin Mobile for four years!!

[pctech]

Got my credit on Boxing Day


Very impressed