Posted by jung
Whilst I have been happy with the service offered to me by o2 over the past few years, I just feel that things have gone downhill over the past few months.
Here is a copy of a recent email sent to o2, Trading Standards and Otelo.
Let me know what you think? Am I over reacting?
From: Stacey McDonald
Sent: 14 July 2006 09:56
To: 'complaints@o2mail.co.uk'; 'my-care@o2mail.co.uk'
Cc: 'tstandards@swindon.gov.uk'
Subject: Online Account Problems
Hello again,
I would like to try and follow an issue, and a few other separate problems I need some help with.
First of all is the website issue highlighted below, which I am still having problems with. Some of the time I can’t even view my bill at all, which is a complete inconvenience to myself, to be honest what is the point in yourselves offering customers online billing, when the customers can’t ever access the service?
I sent the previous email a week ago, and whilst I don’t expect the problem to be fixed instantaneously, I would appreciate some kind of feedback on the issue, rather than feeling like my problem has just been ignored.
Secondly, for the most I am impressed with the customer service I am given when ringing yourselves, but on a few occasions I have been made to feel like my problems are either trivial and won’t be fixed, or that the operator at the other end is just interested in getting me off the line as soon as they realise I won’t be purchasing anything new.
An example of this is;
I recently called customer services to try and add a ‘data bolt on’ to my account, as I found that I am spending quite a lot on data charges and I just wanted to try and save myself a bit of money, as anyone else would. When I spoke to the operative at the other end I was informed that due to the fact I am on an old style tariff (I think she referred to it as Q1) she wouldn’t be able to add the bolt on. When I asked what the solution was to this, the lady first told me that there was no solution, and until I struck up and said I would like there to be a solution, I almost felt like she was just trying to get rid of me. Eventually she explained that due to your ordering and customer relations system being updated, they weren’t able to add bolt ons to old style accounts like mine. She then informed me that the only way it would be possible was to change my account and tariff to a Q2 tariff, but explained that it would mean changing the amount of minutes and texts I receive per month.
As far as I understand I actually am on quite a good tariff at the moment, as when I upgraded last year, I was offered £15 loyalty discount for being a returning customer. This is something I was quite happy with and gladly accepted. I was told by the girl last week that if I were to change my account to Q2, I would lost this discount, and be left paying the full price of £45 a month instead of £30. On top of this she also informed me that the Online 400 tariff I am currently on, doesn’t offer the same amount of inclusive texts anymore, and so instead of the tariff being;
400 minutes & 1000 texts for £45 (minus the £15 discount, which leaves me paying £30 a month)
It would become;
400 minutes & 500 texts for £45 (without any loyalty discount)
As you can see, this would mean I would be getting less, for £15 more than I am currently paying…just to add a £5 bolt on to my account?
I asked to speak to a supervisor, and I was put on to a manager (whose name I don’t have to hand with me at the moment, but I can find at home if needed) who was equally unhelpful, but may I add exceptionally polite and friendly.
As I’m sure it’s quite clear, all I want to do is keep my currently tariff and line rental costs; whilst adding a ‘data bolt on’ to my account, and I don’t understand why this is so difficult?
The final problem is that the phone I received as an upgrade, is faulty. I spoke to repairs about this issue and they have sent out a replacement handset, but I just feel it’s one long line of problems I’ve had in the last month or so. And I feel it’s a complete shame as over the past five or so years I’ve been with o2 I’ve had amazing customer service, and an excellent turn-around on problems. And I’ve even recommended to numerous friends based on my experience.
It would be greatly appreciated if someone could contact me regarding this issue, and let me know some kind of outcome.
Regards,
Stacey McDonald.
___________________________________________________________
From: Stacey McDonald
Sent: 07 July 2006 10:29
To: 'complaints@o2mail.co.uk'; 'my-care@o2mail.co.uk'
Cc: 'enquiries@otelo.org.uk'
Subject:
Hi,
I seem to be having an ongoing problem with accessing my account on the o2 website.
When I log in to ‘my account’ on your website in order to view my bill, I am encountering the following problems..
I click ‘view my bill’ and then ‘unbilled summary’ in order to view this current months bill, as obviously I would like to know what I have spent this month so far, so as I don’t run up an extortionate phone bill.
After clicking ‘unbilled summary’ the page loads and all I can see is the following error;
EBPP_1005: Your session has expired.
Re-enter "My Bill"
Upon clicking ‘re-enter my bill’ as shown above, I am returned back to my account back. If I try again exactly the same thing happens over and over again, and I am unable to view my ‘unbilled usage’ for this month. But strangely viewing last months bill works fine.
This is the third time I’ve tried to contact someone about this through email, and neither has the problem been solved, nor have I been contacted about the issue.
I haven’t called customer services as of yet, as I don’t appreciate the fact that it will mean being put on hold for almost 30 minutes, which of course is going to cost me money to sit in a queue waiting to speak to an advisor.
I would appreciate it if someone could contact me as soon as possible, so as I know the status of this problem.
Another strange thing is that it worked fine yesterday twice, but only twice and then the problem occurred again. When I did view my bill I saw that I had incurred almost £5 of charges that I would have been more careful about, had I know I was reaching the end of my free allowance.
And this is something I would rather was fixed, so I can monitor my account.
You can reply to this email, or contact me on (removed).
Best regards,
Mr. Stacey McDonald
They haven't responded to either email as of yet. The first was sent a week ago. the second was sent this morning, with the first one added at the bottom.
[ This Message was edited by: jung on 2006-07-14 13:13 ]
Posted by Minstrel_Man
send a letter, by law they must respond.
Posted by jung
an email is as legally binding as a letter.
i've recieved a reply; not to those emails, but to the online customer care form on the website.
the reply's seem to just be picked from a list and pasted as a response.
the funny thing is, one of them doesn't help at all. and the other has no nice relevance to the issue what so ever!
i am literally fuming about this.
Posted by tmagberry
After long problems with O2 - i wrote a 5 page letter to O2 and within a week, I had the head of Custoemr Relations in O2 call me. We had several lengthy chats over a few days and i will say that i ended up by the being on the winning side.
It really is worth writing and if you dont get a reply keep sending them on a weekly basis.
Good Luck
Posted by Rob_B
Yep, send a letter recorded delivery. To be honest to complain about a faulty handset which they replaced with no hassle weakens your arguement. The billing issue can be easily resolved but only by the correct cs team contactable only by post.
Posted by craiggg
and also view my bill has worked for me every time so far.. even before i had the phone...
so something may be wrong on your end?
Posted by jung
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no it's the same problem on four different pc's in four different locations
Posted by dave_uk
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Yes
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How do you know what is causing the problem, and whether it is even their fault? And if this is a real problem, surely you could expedite the solution by calling them? Not really helping yourself much, are you?
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Very generalised criticism of mobile networks' CS (and often true) though in your example you go on to say how polite and friendly the staff are, and in the case of your example the advice you were given is both correct and standard practice in the industry (making new services available only on new/certain tariffs). Surely you're not naïve enough to think that they value your satisfaction over their profits!
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As I said above, this is standard across the board. T-Mobile and Orange both have a record of forcing customers on to new tariffs to receive updated services. It's basically an excuse to get some more money out of you but such is life. They are perfectly within their rights.
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Now you're just whingeing for the sake of it. Quite frankly, what you hope to achieve by sending this to Trading Standards I have no idea! You need to take a reality check on the general standard of service in the mobile industry (poor) and your contract (none of which has been breached) and seek an alternative outlook for your obvious eloquence.
Those of us who do work in the industry have enough complaints to deal with!
Posted by jung
so you're telling me that if i'm not happy with the service, i should just put up with it?
Posted by dave_uk
Not at all. If you're not under contract, you could always take your custom elsewhere. I'm not sure you'd be happy with the service of any of the networks, but rather than wasting Trading Standards' time with frivolous complaints; at least that might resolve your problem.
If you are under contract then, as we've already established, they are not in breach of it, so you would have to pay it up if you want out.
Posted by fatreg
ive noticed those who complain get what they want...
that cant be by coincidence?
fatreg
Posted by SCORPIONKING1982
I think the best you can hope for with your bolt on is to ask they meet you half way, you'll change tariff and add the bolt on but they apply the loyalty discount as well. The networks are big on loyalty at the moment so you might get somewhere with that.
the online billing issue is something you should really pressure them on, they're not providing you with the full service your entitled to so give em hell.
faulty handsets area fact of life im afriad, o2 dont make them after all and as long as they replace it then theres not much you can say.