O2 Are Bastards

[Tomm]

Right, so I bought a phone off the O2 website, and it arrived but didn't work. So I phoned them and they said they would send a guy round to my house to replace it. After 2 weeks and no show, no man arrived. So I phoned them and after about 30 minutes of that f**king O2 tune, I actually spoke to someone. He said that the phone was out of stock, but they got new stock every day and I should just wait.

Another 2 weeks and no new phone. I ring up again and wait ages again. When I finally speak to someone, they said the same thing - I have to wait. I asked if I could just get my money back, but now because it's been longer than 28 days, I'm not allowed to get a straight refund (the girl wasn't authorised to do that). After a bit of arguing, this girl on the phone said that she would pass the complaint onto her manager and that I would get a phone call off this manager. No phone call. I also emailed their customer support, no reply.

So what the hell do I do? Every time I phone I just get fobbed off with some shit excuse by someone that has absolutely no authority to get anything done. It's so frustrating, because I am actually totally helpless here. At least if it was a shop I could go and demand to see a manager or something, or knock some people about I can't go into an O2 shop in town, because they're apparently nothing to do with the online stuff.

I need to get this fixed, because at the moment, O2 have given me a broken phone and they have £70 of my money. Any suggestions? The only thing I can think of is Watchdog

[Krisboats]

You could be more likely to get some help from an actual o2 shop. Yuo coulf go in and plea your case to them and get them to sort it. Then if they don't keep harassing them till they do, it will also make sure you don't get fobbed off again if your in there refusing to leave unless they do something.

worth a try i suppose.

[JT!]

I'm in similar situation.

Sent a broken MP3 player back to the wonderful land of whoolworths. I didn't send it recored delivery, if i did i could show them my 'proof of delivery' and they'd send me a new one. So they have to get in touch with the people who accept the returned items and then they would call me back. Been though that process twice now and heard nothing either times.

Supose it's got 'lossed' in the mail. Or stolen by some dickhead who works for the royal mail.

£40 down the drain.

[fruitbat]

Going into an O2 shop is unlikley to do anything, i have had the same problem before and all they tell you to do is phone them. Best thing you can do is go to citizens advice and see where u stand with the refunds etc, problem you got is phones are not normally sold on approval so they may advise you that you cant get a refund and just an exchange

Call them again and when you do this time you can demand to speak to a manager, i have worked in call centres and still do and when you demand (request) to speak to a manager you have every right to and they cannot refuse to pass you onto a manager there and then. Keep pestering them until you speak to someone with authority to sort the problem out.

Possibly even suggest to them that they exchage it for a similar model they currently have in stock, which yes they can do.

O2 are tw@s IMO

Edited February 19, 2006 by fruitbat

[Tom Booth]

o2 are the biggest wankers ever. We ordered my contract phone, but somehow ended up with two, and we where being charged for both on a monthly basis.

So we sent one back within a few days of recieving it, and they stil charged us for the phone..20 quid a month! for like 8 months, Each month when my parents card bill came, and there was 2 bills on there, we rang them up, and they where going to 'refund' the taken money as they now knew they recieved the phone. But then a month after we got a debt collectors letter saying we owed o2 160 quid!!! bastards, But after a good 'rolocking from my mum, the whole problem is sorted, i think anyway

[tank_rider]

hmm, you must be pretty damn unlucky if you've had to wait every time you call them, I've got through nion straight away every time I've tried. Are you ringing the online customer service number ? 08706003009, that number seems to be pretty good for getting through to speak to someone. I had a few problems when i got my phone from O2 online, however they were due to the curier being wank and delivery the phone next door and not leaving a card (i was in all day too so i know they hadn't tried to deliver it to me :@) and then my neighbours were shit and didn't give it to me for 3 days.

Things to remember, you're the customer, you're right.

Was it a pay as you go phone per chance?

If it was a contract phone, upgrade or new, then next time you ring up tell them you will suspend your direct debit until they get the issue sorted, also always take the name of the person you speak to and take a few notes as they you can quote what they have said and who said it, which may well help things along. Oh and don't take any bullshit about them calling you back, tell them you want to talk to the manager NOW!

Good luck

[Tomm]

I just rang that number Andy and apparently that was for contract phones only. So the guy I spoke to gave me another number, rang that, wrong again, she gave me another number, also wrong, and then that person gave me the right number. So I got through (it actually didn't take too long today) to some guy called Roy who spoke very little english, and I asked to speak to a manager, but there are apparently no managers in today. So I will get a call tomorrow, my arse. f**king twats.

[fruitbat]

well if there is no manager in u ask to speak to the person with authority, and with O2 they will have a manager in, quite suprised indeed if they dont

[Tomm]

Apparently not. I'll just wait until tomorrow. There is no way there won't be a manager in on a Monday. I hate O2

[SCOTTY___]

The reason is that o2 just use big building full of 16 year old who have had 2 weeks training and have not got alot of knowlegde of what to do..

THe reason i now this is because most of my mates and college mates work there park or full time while in college or not.

There is a Number which connects you STRAIGH to the o2 office... I may be able to get the Number off a friend, But i dont see him often...

Ill see what i can do

Craig...!!

[PaRtZ]

Did you buy over the internet or at a shop?

And for which ever do you still have a reciept of it?

Its possible that its the fault of the supplier (eg, fags in the warehouse playing football and breaking everything) and O2 are oblivious. Im not sticking up for O2 btw, I hate all mobile phone companies:

(this is just my story, not related to this topic)

I've had my phone stolen today and when i went to block it, because I hadn't registered (because it didn't work) they said I can't block it without the sim card. Meaning the phone has to be infront of me to block it.

Anyway the only thing you can do is keep trying. The urge to become arsey and shout will beome greater but you must resist otherwise they'll just ignore you completly

[tank_rider]

Ah it's a pay as you wank phone then, explains why there in no hurry to help you really, as they have what they want (your money) and won't be missing anything by not sorting it out. Still no excuse though. I'm guessing its all still got it's orinigal packaging and everything so they can hardly say you've broken it if its mint. Keep at it mate and if there arsey tomorrow just mention a phone call to trading standards you'll be making if it's not resolved to your satisfaction there and then.

[Walleee]

Ah it's a pay as you wank phone then, explains why there in no hurry to help you really, as they have what they want (your money) and won't be missing anything by not sorting it out. Still no excuse though. I'm guessing its all still got it's orinigal packaging and everything so they can hardly say you've broken it if its mint. Keep at it mate and if there arsey tomorrow just mention a phone call to trading standards you'll be making if it's not resolved to your satisfaction there and then.

For your average joe blog working on a call floor that is something you hear often, so you don't really care much, besides it's o2 who are going to get shit from trading standards, not the person your on the phone to. It's in your best interest's to be as polite, yet firm as possible.

Your right thought, they are wanker's.

I called to cancel my phone when I lost it, that was fine.

I called a few days later to see about getting a replacement sim, and they start asking me for a password because the account is in my mother's name, NEVER before had I been asked for a password when on the phone to them, I had been asked to confirm her name, address, postcode etc, but NEVER asked for a password.

My mum called them to confirm the password, which apparently was my D.O.B. okey dokey.

I then called again to find out about getting another sim, 2 weeks after i lost the phone, the guy then said 'If you lost it why didn't you register it as lost' Transferred me through to customer service's who's computer's had gone down while I was talking to them so they couldn't even tell me what was going on. IPhoned back to make a complaint and the kid gave me more bullshit about not being able to logg it as he cannot access his system, I told him I would dictate my complaint to him to write out to hand to his line manager, I have recieved no response.

I finally got through the following day, and a girl told me that it had been cancelled, however was not showing on their system as I had contacted their out of hours office. She sent out my sim card which came next day, fair play to them for that, we were in the middle of a postal strike at the time.

Got the card, phoned them up to activate it, the guy said itll be 2-24 hours before it's working.....

The next day it's still not working so I call them again and the guy had only activated the sim, not it's ability to make and recieve calls and such This final time the girl started asking me all my mums details, I told her that I had a password on the account and she said I hadn't! and offered to set one up for me. I asked her to explain why I had recieved so much hassle before hand regarding a password which she was telling me I didn't even have, she couldn't explain the problem.

Absolute arsewipes when you having problems with them, up until then I couldn't fault them.

I have been considering calling again to make a complaint, but to be honest there is just too much to complain about, I wouldn't know where to start, and working in a call centre myself, I wouldn't put that on anyone as I know how boring it can be.