@02 won't replace your faulty phone if you are disabled?
I had cause to speak to two different o2 reps online today. Before complaining about the second one I should say that the first one, Scott, was excellent: he resolved my problem with the friends and family bolt on immediately (at least I think he did - awaiting an SMS to confirm a new number has been added to my group). So, thank you to Scott for being great :-)
However, the conversation I just had with a second online 02 customer service rep has left me gobsmacked.
To summarise: my phone has an intermittent fault. I asked Dev to please send me a replacement and I would send the faulty one back (something they quite happily did with a phone I had from them about 10 years ago).
Despite explaining that I couldn't get to the 02 shop (my legs aren't up to public transport this week and Tim is away), Dev told me that going to the shop was my only option!! Really?!
I cannot accept that anyone who can't get to an 02 shop cannot have a replacement phone - I am paying monthly on a contract for this phone, so, do they expect me to continue to pay for a faulty phone until May 2013 when I am due my next upgrade?!
Wow!
Transcript of conversation is below. I would welcome suggestions on what I do next. I filled in their feedback form and asked them to telephone me urgently to resolve this - I will keep you posted!
Such a shame - up until today I have been a huge o2 evangelist, and told everyone who would listen how great I think they are. In the past they have been really very good and fixed any issues I have had very quickly. Several of my friends are on 02 now because I recommended them so highly.
I hope a manager reviews my feedback form (and the conversation) and takes action promptly, to restore my faith in them. At this point I think they have made such a cock-up that they should just offer to upgrade me early and send me a brand new phone of my choice right now! :-(
I shall keep my fingers crossed - believe the best - perhaps they will phone me shortly,to apologise, and to do just that.
EDIT: Amazingly, despite having been made aware of this issue at 11am (I pointed them at this LJ post via Twitter), nothing has been done, and it is now 5pm. A tweet asking me to email them with my mobile number and twitter ID (what? the twitter ID you just tweeted at?!) but nothing else. They haven't phoned me, or seemingly done anything to resolve the issue or let me know they think their agent has behaved badly.
Also, the other issue I had, which I thought Scott had fixed and said how good he was? - Looks like he hadn't fixed it - I just wanted to add a friend's number to my 'friends and family' group bolt-on, but, checking the website just now the number still hasn't been added to the group, despite Scott promising me it would be done in half an hour, and then when I contacted them to query it another agent, Alan, promising it would be done in 2 hours (that was at noon). So now there are two things needing sorting :-(
Since they seem incapable of phoning me, I have just emailed them...... *sigh*
I tried calling but gave up.
Chat Transcriptinfo: Welcome to O2. Someone will be with you soon.
info: You're through to O2 : Dev.
Mary R Perkins: Hi there Dev
O2 : Dev: Hi I'm O2 : Dev. How can I help?
Mary R Perkins: My phone, a Samsung Galaxy S2, keeps turning itself off. I love the phone, but this is happening enough that it is really starting to wind me up. Can you send me a replacement please?
Mary R Perkins: Or alternatively, can you upgrade me early?
O2 : Dev: I'm sorry to know that Mary
O2 : Dev: For that you need to visit the Store .
Mary R Perkins: Really? I chose 02 because you do everything online and by post - I have mobility issues. Can you please post me a replacement phone instead?
Mary R Perkins: (This happened once before, with a phone I had from you about ten years ago - you sent me a replacement in the post, and when it arrived I posted the faulty one back to you as you had sent me a returns sticker etc)
O2 : Dev: I do understand that Mary but i'm sorry to say my tools are not working
Mary R Perkins: your tools are not working?
O2 : Dev: Yes Mary
Mary R Perkins: Um. So, how are we going to sort this? I can't get to the O2 shop. So...
O2 : Dev: The Shop is the only option as of now mary
O2 : Dev: I have checked all the options for you ./
Mary R Perkins: OK.
Mary R Perkins: Bye
However, the conversation I just had with a second online 02 customer service rep has left me gobsmacked.
To summarise: my phone has an intermittent fault. I asked Dev to please send me a replacement and I would send the faulty one back (something they quite happily did with a phone I had from them about 10 years ago).
Despite explaining that I couldn't get to the 02 shop (my legs aren't up to public transport this week and Tim is away), Dev told me that going to the shop was my only option!! Really?!
I cannot accept that anyone who can't get to an 02 shop cannot have a replacement phone - I am paying monthly on a contract for this phone, so, do they expect me to continue to pay for a faulty phone until May 2013 when I am due my next upgrade?!
Wow!
Transcript of conversation is below. I would welcome suggestions on what I do next. I filled in their feedback form and asked them to telephone me urgently to resolve this - I will keep you posted!
Such a shame - up until today I have been a huge o2 evangelist, and told everyone who would listen how great I think they are. In the past they have been really very good and fixed any issues I have had very quickly. Several of my friends are on 02 now because I recommended them so highly.
I hope a manager reviews my feedback form (and the conversation) and takes action promptly, to restore my faith in them. At this point I think they have made such a cock-up that they should just offer to upgrade me early and send me a brand new phone of my choice right now! :-(
I shall keep my fingers crossed - believe the best - perhaps they will phone me shortly,to apologise, and to do just that.
EDIT: Amazingly, despite having been made aware of this issue at 11am (I pointed them at this LJ post via Twitter), nothing has been done, and it is now 5pm. A tweet asking me to email them with my mobile number and twitter ID (what? the twitter ID you just tweeted at?!) but nothing else. They haven't phoned me, or seemingly done anything to resolve the issue or let me know they think their agent has behaved badly.
Also, the other issue I had, which I thought Scott had fixed and said how good he was? - Looks like he hadn't fixed it - I just wanted to add a friend's number to my 'friends and family' group bolt-on, but, checking the website just now the number still hasn't been added to the group, despite Scott promising me it would be done in half an hour, and then when I contacted them to query it another agent, Alan, promising it would be done in 2 hours (that was at noon). So now there are two things needing sorting :-(
Since they seem incapable of phoning me, I have just emailed them...... *sigh*
I tried calling but gave up.
Chat Transcriptinfo: Welcome to O2. Someone will be with you soon.
info: You're through to O2 : Dev.
Mary R Perkins: Hi there Dev
O2 : Dev: Hi I'm O2 : Dev. How can I help?
Mary R Perkins: My phone, a Samsung Galaxy S2, keeps turning itself off. I love the phone, but this is happening enough that it is really starting to wind me up. Can you send me a replacement please?
Mary R Perkins: Or alternatively, can you upgrade me early?
O2 : Dev: I'm sorry to know that Mary
O2 : Dev: For that you need to visit the Store .
Mary R Perkins: Really? I chose 02 because you do everything online and by post - I have mobility issues. Can you please post me a replacement phone instead?
Mary R Perkins: (This happened once before, with a phone I had from you about ten years ago - you sent me a replacement in the post, and when it arrived I posted the faulty one back to you as you had sent me a returns sticker etc)
O2 : Dev: I do understand that Mary but i'm sorry to say my tools are not working
Mary R Perkins: your tools are not working?
O2 : Dev: Yes Mary
Mary R Perkins: Um. So, how are we going to sort this? I can't get to the O2 shop. So...
O2 : Dev: The Shop is the only option as of now mary
O2 : Dev: I have checked all the options for you ./
Mary R Perkins: OK.
Mary R Perkins: Bye