Nick68
10-11-2007, 08:10 AM
First lets bury them...
The first time I rang to try and upgrade and who I spoke to seemed more interested in selling me something I didn't want. I knew which phone I wanted it was just the Tariff we were having problems with.
The phone turned up faulty after the second upgrade call, see below, the returns department couldn't have been more unhelpful if they tried. They would only swap phones at my home address Monday to Friday. Never going to happen!
Now the Praise...
The second time I rang I got the tariff I wanted and the phone for free plus they delivered to my works address, both things different to what the website was saying.
After speaking to the returns department I filed off an email to mycare@o2.co.uk having a bit of a rant, to their credit they came back to me yesterday afternoon and have changed the delivery details so the replacement phone comes to my work on Monday.
I don't think much is impossible at O2 it's just a question of wether you can get hold of someone who has a bit of leeway in their role and doesn't have to follow the call centre script or the "Computer says No!" work ethic. Just do it first time and save everyone a lot of hassle. It will promote more goodwill all round.
Oh and the 40 minutes I spent yesterday writing a letter to Peter Erskine, Chief Executive Officer at O2 had to be binned!:o
The first time I rang to try and upgrade and who I spoke to seemed more interested in selling me something I didn't want. I knew which phone I wanted it was just the Tariff we were having problems with.
The phone turned up faulty after the second upgrade call, see below, the returns department couldn't have been more unhelpful if they tried. They would only swap phones at my home address Monday to Friday. Never going to happen!
Now the Praise...
The second time I rang I got the tariff I wanted and the phone for free plus they delivered to my works address, both things different to what the website was saying.
After speaking to the returns department I filed off an email to mycare@o2.co.uk having a bit of a rant, to their credit they came back to me yesterday afternoon and have changed the delivery details so the replacement phone comes to my work on Monday.
I don't think much is impossible at O2 it's just a question of wether you can get hold of someone who has a bit of leeway in their role and doesn't have to follow the call centre script or the "Computer says No!" work ethic. Just do it first time and save everyone a lot of hassle. It will promote more goodwill all round.
Oh and the 40 minutes I spent yesterday writing a letter to Peter Erskine, Chief Executive Officer at O2 had to be binned!:o