View Full Version : very poor customer service!!!
122artina
05-12-2007, 05:51 PM
Has this happened to you? My phone was in my pocket and it ordered a ringtone from O2 website.?
The phone ordered a ringtone from O2 website and the customer service sucks. They have charged me for nothing. The only thing was they would resend the ringtone, which I don't even care for. I am sorry I ever went with O2 I am with them for 3 years and they still can't credit me £3.50 for this accidental order. I am so mad with them. The ringtone is horrible I don't even know the singer and I wouldn't pay a penny for it. They wouldn't even let me chose a ringtone I would like. I hate when they are so unwilling to help. They must know from my history I don't download music or anything and I find it appalling they would call me a liar, when I have never done this before, or has never happened to me. The phone was locked and in my pocket when this have happened. Its a new phone Sony Ericsson k800i if you are familiar with this model, and it starts the internet even when it's locked.
What do you think, should they have done an exception and refunded me or not? Is it worth of losing a customer?
Planner
06-12-2007, 10:07 AM
unfortunately, your phone DID buy the ringtone. accidently perhaps, but its still there.
If you had accidently dialled the speaking clock in australia for over an hour, the CSR's response would be the same.. they cant refund you something that you have actually used.
DaveC
06-12-2007, 11:38 AM
Are you sure it was locked? I've had a K800i for 12 months and the internet key IS disabled when the phone is locked.
122artina
06-12-2007, 02:27 PM
Well, actually it was not downloaded, as the customer service had to sent it to me as I even didn't know what it was.
It is not on my phone now, since I have deleted it anyway! I think it's unfair to treat customer of 3 years like that. I think as a customer service you always have to give customer the benefit of the doubt. Calling Australia, unlikely.
Now my phone is always switched off unless I am actually using it, it's very useful to have a phone that noone can call you on. But good for o2 they just lost a customer!!
122artina
06-12-2007, 02:31 PM
Well, actually it was not downloaded, as the customer service had to sent it to me as I even didn't know what it was.
It is not on my phone now, since I have deleted it anyway! I think it's unfair to treat customer of 3 years like that. I think as a customer service you always have to give customer the benefit of the doubt. Calling Australia, unlikely.
Now my phone is always switched off unless I am actually using it, it's very useful to have a phone that noone can call you on. But good for o2 they just lost a customer!!
And yes, it was locked and it does start the internet!!!
Gravedigga
09-12-2007, 12:40 AM
Has this happened to you? My phone was in my pocket and it ordered a ringtone from O2 website.?
The phone ordered a ringtone from O2 website and the customer service sucks. They have charged me for nothing. The only thing was they would resend the ringtone, which I don't even care for. I am sorry I ever went with O2 I am with them for 3 years and they still can't credit me £3.50 for this accidental order. I am so mad with them. The ringtone is horrible I don't even know the singer and I wouldn't pay a penny for it. They wouldn't even let me chose a ringtone I would like. I hate when they are so unwilling to help. They must know from my history I don't download music or anything and I find it appalling they would call me a liar, when I have never done this before, or has never happened to me. The phone was locked and in my pocket when this have happened. Its a new phone Sony Ericsson k800i if you are familiar with this model, and it starts the internet even when it's locked.
What do you think, should they have done an exception and refunded me or not? Is it worth of losing a customer?
LOL!
I actually pissed myself laughing at this post,
Your really gonna leave your network just because of a problem that was your fault?
My mother has a K810i & it doesn't seem to be functional when the keypad is locked so there must be more to the story your not telling us...! :lick:
122artina
09-12-2007, 04:03 PM
LOL!
I actually pissed myself laughing at this post,
Your really gonna leave your network just because of a problem that was your fault?
My mother has a K810i & it doesn't seem to be functional when the keypad is locked so there must be more to the story your not telling us...! :lick:
Well, the bottom line is I do not download crappy music, and they as a customer service should not charge me for something I have never even done anything wrong. I used to work in Customer Service and we would always give to a good customer the benefit of doubt. It was not my fault. If my phone is in my pocket and then I receive you have been charged, and I don't know what is it about! As I said I don't feel it was my fault, I am pay as go customer and yes I will leave the network, because I will not be giving my money to a company that calls me a liar.
Never mind, most people think they should give me refund as I didn't actually purchased the item and it's a fault of the phone not mine. I had sumsung before same time and this has never happened to me. I would like to know how any of you would like to be charged for something you never wanted at first place. I guess you are just hypocritical, but that's your problem.
Let's look at it this way, people return Christmas presents every year and if the customer service is good they at least let them choose something instead by giving them gift vouchers, it's also not their fault that your dad bought you a sweater with big reindeer on it, but they will still do it to promote good customer relations. I feel o2 don't give a dam how they make their money. And it just proved to me they don't give a dam about you as a customer.
See ya.
122artina
09-12-2007, 04:11 PM
By the way the phone must have gotten unlocked in my pocket. As I know I locked it.
By the way the phone must have gotten unlocked in my pocket. As I know I locked it.
And that's O2's fault how? I see your point, but all mobile operators behave like this. It's not just O2.
If the same thing happened to me, I would just accept it. I don't think you can blame O2 for not crediting you the money back, after all, how are they to know it was a mistake?
old bill
10-12-2007, 09:46 AM
Now I brought a game for my N95 a few months ago and it did not work. I called Orange C/S who gave me a refund with out any problems.
122artina
10-12-2007, 03:06 PM
And that's O2's fault how? I see your point, but all mobile operators behave like this. It's not just O2.
O2 sold me the phone, in fact it was a gift, but it is O2 phone, and they are responsible for what they sell to customers.
I don't know about the other operators, I can only say I am a 3 year customer and I am treated unfairly, that's all.
122artina
10-12-2007, 03:11 PM
If the same thing happened to me, I would just accept it. I don't think you can blame O2 for not crediting you the money back, after all, how are they to know it was a mistake?
Because they can look into my history, and see that I do not download music ever. And this was the first occasion I complained about anything.
If it was the latest hit, would sound dodgy to me too, but it's not! And I am even willing to go to o2 store and show them I do not have the ring tone and if they have at least a little bit of courtesy they would at least let me choose another ring tone. But no, no helpfulness in any sense, I am not happy with it, and don't feel I should.
Planner
10-12-2007, 03:14 PM
unfortunately, the system seems to think it has been downloaded. and the CS person on the other end has to trust the system.
unfortunate, but true all the same.
Now I brought a game for my N95 a few months ago and it did not work. I called Orange C/S who gave me a refund with out any problems.
That's different as the game wasn't compatible with the phone. There wasn't a problem with the ringtone, only that it was mistakenly downloaded.
Because they can look into my history, and see that I do not download music ever. And this was the first occasion I complained about anything.
If it was the latest hit, would sound dodgy to me too, but it's not! And I am even willing to go to o2 store and show them I do not have the ring tone and if they have at least a little bit of courtesy they would at least let me choose another ring tone. But no, no helpfulness in any sense, I am not happy with it, and don't feel I should.
But O2 still can't decide from your history whether or not it was a mistake, it could've been a song you really liked that you had to download. Likewise O2 aren;t going to know what kind of music you like.
122artina
10-12-2007, 04:22 PM
That's different as the game wasn't compatible with the phone. There wasn't a problem with the ringtone, only that it was mistakenly downloaded.
That's right but not my mistake.
If I don't have the ringtone what do I pay for then?
122artina
10-12-2007, 04:24 PM
That's right but not my mistake.
If I don't have the ringtone what do I pay for then?
Also he should have known, what game is compatible with his phone.
Maybe he should have read the manual and description of the game and his phone.
Orange most likely have better customer service that's all. They could have said it's not their fault it didn't work on his phone. And it probably wasn't but they still refunded. The bottom line is you either have good customer service or not, o2 doesn't and I am not the only one complaining.
122artina
10-12-2007, 04:31 PM
But O2 still can't decide from your history whether or not it was a mistake, it could've been a song you really liked that you had to download. Likewise O2 aren;t going to know what kind of music you like.
o2 know from my history that I don't download music, they could have asked me to come to their store and see i don't have the ringtone and could choose another one. It wasn't my mistake and simply they have bad customer service since they call their customer liar!
DaveC
10-12-2007, 04:48 PM
You said in one of your posts you are a PAYG customer - why don't you just PAC out?
You must of spent more than £3.50 in the value of your time writing complaints to this group.
122artina
10-12-2007, 09:32 PM
You said in one of your posts you are a PAYG customer - why don't you just PAC out?
You must of spent more than £3.50 in the value of your time writing complaints to this group.
No, because the internet is free for me unlike the o2 service. it's not about 3.50 dear, it's about the customer service being poor if you haven't gotten the message yet!
DaveC
11-12-2007, 10:24 AM
Well I would put up with poor customer service if I got free internet. Most of us have to pay.
Strikes me that you "want your cake and eat it"
You wouldn't necessarily know if a game was compatible with your phone until you've downloaded it. Ringtones are compatible with all phones nowadays.
I think it's a daft complaint myself.
122artina
11-12-2007, 05:07 PM
Well I would put up with poor customer service if I got free internet. Most of us have to pay.
Strikes me that you "want your cake and eat it"
This does not make sense what you just said. I don't have any cake to eat, I am paying for something I didn't want at first place and do not have. This was all done through o2 phone that they promote, maybe they should not promote something that does not work properly and can cause conflict. I think you are not understanding that the poor customer service is in o2 and I as a customer service representative would do it and refunded the customer to promote good customer relations. Nothing will change the fact that o2 has a bad customer service. I don't pay internet as it is paid by someone else and it's a monthly fee so it doesn't matter how long you are on it. See, but you just are small minded person as we can see and drag this on without saying actually something intelligent. Customer service means to help customers and promote good relations, if they call me a liar and won't refund me or even let me choose something I like then it is unhelpful attitude. Simple as that.
122artina
11-12-2007, 05:11 PM
You wouldn't necessarily know if a game was compatible with your phone until you've downloaded it. Ringtones are compatible with all phones nowadays.
I think it's a daft complaint myself.
Well, you are daft! I think it's pretty reasonable complain and if you can't see it than you are just blind to the facts.
blueharvest
11-12-2007, 08:01 PM
I think it's pretty reasonable complain and if you can't see it than you are just blind to the facts.
Unfortunately the nature of the complaint may be reasonable to the customer but the network has to maintain integrity and must rely on facts and evidence.
The fact is, the download was purchased. The customer may claim that it was a mistake but cannot provide evidence to support this claim. Call records and past usage are not sufficient evidence as the customer claims. The amount of time that the customer has spent with the network is not relevant as the same rules apply to all customers and the customers statement that she wishes to leave is not constructive as yes, the same ruling would apply regardless of the network.
lawbunny
11-12-2007, 08:39 PM
I believe that you did not mean to download this ringtone. However, you did download it onto your phone, even by accident, which then generates a valid charge, as the activity charged for did actually happen. Even taking it to an O2 store would probably not help, as the charge was for you downloading the ringtone onto your phone. Whether you kept it there or deleted it makes no difference, it was only the download you were charged for, not for storing it on your phone.
It is an unfortunate situation, but O2 are under no obligation to refund you for a valid charge.
I believe that you did not mean to download this ringtone. However, you did download it onto your phone, even by accident, which then generates a valid charge, as the activity charged for did actually happen. Even taking it to an O2 store would probably not help, as the charge was for you downloading the ringtone onto your phone. Whether you kept it there or deleted it makes no difference, it was only the download you were charged for, not for storing it on your phone.
It is an unfortunate situation, but O2 are under no obligation to refund you for a valid charge.
I agree. It's like going into a shop and buying a book only to go back 2 days later and ask for your money back because you didn't want it.
And artina I said your complaint was daft not you personally, so I would thank you to return the courtesy.
122artina
11-12-2007, 10:11 PM
I agree. It's like going into a shop and buying a book only to go back 2 days later and ask for your money back because you didn't want it.
And artina I said your complaint was daft not you personally, so I would thank you to return the courtesy.
Not necessarily as I didn't buy it.
As I said earlier, there's people returning unwanted gifts after every christmas I am a good customer of o2 and have never done this before, I have never downloaded anything/ or had accidental download by o2 phone, in fact they had to resend it so that I would even know what it was. It's like you have been charged but you don't know what for.
But never mind this discussion doesn't go anywhere. I still feel I was treated badly by o2, and feel if you know the definition of good customer service you must agree this is not it. This is not who's fault it was or wasn't as it was probably more o2's then mine it was their phone doing this, i have done nothing wrong and still been charged for something i never wanted at first place. As for a book being returned it doesn't make any difference, it's unlikely you would have it read in two days, but I don't know how to stress the point i didn't buy the book, I got it for my christmas and I don't want it, so I can take it back and good customer service will let me chose what I want/like at least.
old bill
11-12-2007, 11:01 PM
Its a sad fact of life that mistakes can and do happen. Now let me put it the other way if O2 had made a mistake and given you lets say £10.00 credit free would you be calling them saying you dont want it. I dont think so. You have to way up the pros and cons if you were happy with O2 and their free internet you just have to accept that life is sometime unfair if not then go to a network with better C/S but pay extra for it.
Planner
12-12-2007, 08:26 AM
No, its not reasonable. wether by accident or not, YOU and YOUR phone bought it.
so no, it isnt poor cutomer service. its business.
122artina
12-12-2007, 01:25 PM
No, its not reasonable. wether by accident or not, YOU and YOUR phone bought it.
so no, it isnt poor cutomer service. its business.
bad business.
As I said I worked in customer service that would do this not to lose customer, o2 doesn't care, fine.
I will gladly find network that will care about their customers.
122artina
12-12-2007, 01:28 PM
Its a sad fact of life that mistakes can and do happen. Now let me put it the other way if O2 had made a mistake and given you lets say £10.00 credit free would you be calling them saying you dont want it. I dont think so. You have to way up the pros and cons if you were happy with O2 and their free internet you just have to accept that life is sometime unfair if not then go to a network with better C/S but pay extra for it.
Actually I am not happy with o2 and the internet is way too expensive, they took 8 pounds last time just for me being on it few minutes, it's definitely not free. It's their product that caused it, maybe they shouldn't put their name on products if they are not willing to deal with such issues.
lawbunny
12-12-2007, 07:58 PM
The point is that a service was downloaded on to your phone, whether you chose to download it or you accidentally pressed a button whilst you phone was in your pocket. It costs O2 to provide this service to you, therefore they charge you for it.
Whilst I appreciate that you are adamant you did not consciously choose to download this ringtone, you must try to understand that O2 do not actually have any way to verify whether you did or not, and you must also bear in mind that you are far from the only customer to have ever made this claim. I deal with at least six calls per day where people claim they are being charged for something they did not choose. The customer services advisor cannot tell whether you did or not.
Some people do make a one off download of a song they particularly like etc, and you are not the only person to ask for you money back. Are O2 to be expected to refund every customer for valid charges every time a customer says they did not want the item? Obviously, they can use their discretion and refund you if they choose, but they are under no OBLIGATION to. If you are not happy with their customer services, just cut your losses and go elsewhere.
122artina
12-12-2007, 08:27 PM
The point is that a service was downloaded on to your phone, whether you chose to download it or you accidentally pressed a button whilst you phone was in your pocket. It costs O2 to provide this service to you, therefore they charge you for it.
Whilst I appreciate that you are adamant you did not consciously choose to download this ringtone, you must try to understand that O2 do not actually have any way to verify whether you did or not, and you must also bear in mind that you are far from the only customer to have ever made this claim. I deal with at least six calls per day where people claim they are being charged for something they did not choose. The customer services advisor cannot tell whether you did or not.
Some people do make a one off download of a song they particularly like etc, and you are not the only person to ask for you money back. Are O2 to be expected to refund every customer for valid charges every time a customer says they did not want the item? Obviously, they can use their discretion and refund you if they choose, but they are under no OBLIGATION to. If you are not happy with their customer services, just cut your losses and go elsewhere.
Yes, I agree, I think because I do not download music at all and if I did I wouldn't complain about it. This wasn't particularly known or likeable ringtone, in fact it's pretty horrible, I think it would tell them, that because I have never done this before I am genuine. Of course they are not under obligation, but if they have a good customer service they will do it for once. It's like if a policemen stops you and give you warning for the first time.
But because the customer service is not good, that is my point I do cut my loses and go elsewhere.
cadet troopz
12-02-2008, 09:52 PM
i had a problem where i bought a song via o2 internet and it lasted 12 seconds and sounds rubbish, cost me £3.50 also! i'm trying to get through to these people..
122artina
13-02-2008, 08:25 PM
i had a problem where i bought a song via o2 internet and it lasted 12 seconds and sounds rubbish, cost me £3.50 also! i'm trying to get through to these people..
Same with me if the song was at least good, but as you say it's not even worth £3.50 and last about as long as you say around 12 seconds.
But so much for O2 no surprise there.
I just had problem with overdraft with the bank, and they cleared it as a good will gesture,(we are talking about £32 in fees etc. was overdraft only £4) it was the first time this had happened. Also I thought I could not overdraft, but that's what I call good customer service.
o2 treat customers like crap. They will get it back.
blueharvest
13-02-2008, 09:18 PM
i had a problem where i bought a song via o2 internet and it lasted 12 seconds and sounds rubbish, cost me £3.50 also! i'm trying to get through to these people..
As has been pointed out in another thread, cadet troopz knowingly purchased a ringtone, not a full song.
122artina, you seem to be using cadet troopz' post to continue an argument that has already been comprehensively made.
Same with me if the song was at least good, but as you say it's not even worth £3.50 and last about as long as you say around 12 seconds.
But so much for O2 no surprise there.
I just had problem with overdraft with the bank, and they cleared it as a good will gesture,(we are talking about £32 in fees etc. was overdraft only £4) it was the first time this had happened. Also I thought I could not overdraft, but that's what I call good customer service.
o2 treat customers like crap. They will get it back.
You may have had a bad experience with O2, but that doesn't mean they treat their customers like crap. I have never had any problems with them.
deadringer
04-03-2008, 03:12 AM
What IS bad service is the fact that the networks do not allow you (the customer) to choose whether or not you would like to block all such "paid for" downloads and 8XXXX texts. It's as is they WANT you to be confused and make mistakes.
DaveC
04-03-2008, 12:17 PM
What IS bad service is the fact that the networks do not allow you (the customer) to choose whether or not you would like to block all such "paid for" downloads and 8XXXX texts. It's as is they WANT you to be confused and make mistakes.
Not all networks - T-Mobile will switch them off if you ask
umtsboi
04-03-2008, 01:03 PM
its nothing to do with o2 providing bad customer service, its about a customer shouting and screaming because he cant get his own way!
old bill was spot on with the £10 credit comment!
peterkinxl5
24-03-2008, 12:02 PM
Has this happened to you? My phone was in my pocket and it ordered a ringtone from O2 website.?
The phone ordered a ringtone from O2 website and the customer service sucks. They have charged me for nothing. The only thing was they would resend the ringtone, which I don't even care for. I am sorry I ever went with O2 I am with them for 3 years and they still can't credit me £3.50 for this accidental order. I am so mad with them. The ringtone is horrible I don't even know the singer and I wouldn't pay a penny for it. They wouldn't even let me chose a ringtone I would like. I hate when they are so unwilling to help. They must know from my history I don't download music or anything and I find it appalling they would call me a liar, when I have never done this before, or has never happened to me. The phone was locked and in my pocket when this have happened. Its a new phone Sony Ericsson k800i if you are familiar with this model, and it starts the internet even when it's locked.
What do you think, should they have done an exception and refunded me or not? Is it worth of losing a customer?
I've just read your post. Have you returned your K800i for examination by the supplier whether o2 or anybody else? If the handset is faulty then I'm on your side otherwise o2 are not to blame. How you you determine what customer service is? As an analogy I work in a hifi shop. Somebody phoned me saying his wife had purchased a Sony CD RECORDER for him off our website and was having trouble operating it and could he bring it in for me to show him how to work it? Well we never ever deal with anybody who has a problem with something bought off the internet whether it's ours, as we have our own seperate procedures for our internet customers or elsewhere. But as a favour I said he could bring it in IF he could bring in his receipt. He then stated he didn't have the receipt and kicked off about me providing dreadful customer service. So what do you think? Should I have spent an hour of my time explaining something about a product he'd almost certainly purchased elsewhere? Or should I have asked for proof of purchase to prevent me and my employer being taken for fools? If the rule is no refunds for downloads accidental or otherwise then that's the rule and if you can't provide evidence for a faulty handset then it.s tough!
browny
14-04-2008, 12:06 AM
Have you ever written to O2 complaints? If your unhappy then you need to let O2 know. Instead of complaining on here complain to O2.
The main reason why O2 wont credited you back though is because it will open the floodgates for everyone else. People will buy a ringtone and then tell O2 they downloaded it by mistake. Hence the reason why they have to be fairly adament.
But your best option now is you really need that £3.50 is to write a letter of complaint. Ringing O2 C/S to obtian address if you dont have it.