Poor customer service and poor staff knowledge

[orbituk]

I'm due for my upgrade soon (hence joining this forum), so have been doing some research. I spoke to two different O2 people this last week who both confirmed I can upgrade on a certain date. This morning I called them again to see what deals they had 'online' only to be told I could not upgrade as I was still in the 16th month of my contract, I had a receipt of my previous upgrade to prove I was correct and per the previous two calls. The guy on the phone was rude and unhelpful, I asked him if I could take the same online offers at the local O2 shop, he said yes I could.

So..went to the O2 shop in Barnet, both assistants unshaved and unhelpful, a bit like I was causing a huge deal by just being there. Again they said i couldnt upgrade despite having a receipt of my new contract last year, this got overturned with a quick phonecall by them to 'head office', I decided to upgrade but was then told they dont offer the online deals in the shop. I left without upgrading.

Waste of morning, conflicting information from O2 staff all of which seem very unhelpful. I havent upgraded. Indstead im going to let my contract run out and see whats coming up October, one bit of useful information I did get was that October was the month for new phones and from reading this forum I imagine alot of new contract deals as well.

Despite being a happy O2 customer up until now im seriously considering moving. Although it seems other networks also emply unhelpful bored people too (from calling three this morning!).

[Planner]

Call them up again, but this time, ask for Retentions. explain all of the above to them, and they should bend over backwards to help you/ keep you.

I do this with Orange every year... the CS people can only give you whats on their screen, they cant over-ride the system. The retentions people, well, they can do magic..... they have all the access keys...

[B19JON]

Exactly what "Planner" has said.

I had a problem with my phone bill. I spoke to CS ( in all fairness they were polite and helpfull) but they could only offer me what was on their screen, no more no less.

So When I asked to cancel my contract they put me through to Retentions. It was here in this department when I spoke to a lady called Alison ( who even gave me her e-mail address) and she offered me a blinding deal.

However O2 do not have a wide range pf phones which I like, so i still intend on joining vodafone very shortly.

If you don't mind what phone it is you have , ask to be put on their sim only 3000. £35 a month ... 3000 minutes 3000 texts.

[Gino51]

However O2 do not have a wide range pf phones which I like, so i still intend on joining vodafone very shortly.

DON'T DO IT !!!!!!

If you think that o2 are bad wait till you try Vodafone. I am counting down the last few months of both o2 & VF contracts, o2 C/S are bad but VF are the pits. I like many, have been unable to access my online account details for the last couple of months due to problems. I have requested paper bills and they wanted to add a charge for them, no way! VF have started to get the O/L billing back but it will not be 100% till mid/late October. Check out the VF complaint threads. :mad:

Think again.... 'You know it will make sense'