Posted by sunnychad
I am with O2 and all I can say is their customer service is shit. So bad that I love it. In the last 3 months I have been given over £100 of credit on my account just for asking for my PAC number (3 month free line rental). Truly they do not know what the left hand is doing from the right etc. The staff are so poorly trained they have no idea what is going on, what is released when etc. They couldn't explain what i-mode was and also said HSDPA is old technology and 3G is a much faster way of data transfer etc. They are truly useless, frankly I fancy another £35 so might ask for my PAC tomorrow too
What have you experienced?
Posted by frakker
I'm not an O2 customer, but I only know too well from others how utterly garbage they are.
Story #1:
My dad was on a tariff of about £12 a month from the days of BT Genie. In December he asked to be put on PAYG. For some reason they told him he couldn't. So he left it at that.
Only, six weeks later a bill arrives saying my dad owes in excess of £100. I phone up an query only to discover after one hour of being on hold and tossed about from department to department that the idiot my dad spoke to had placed him on a high-priced 18 month tariff without his consent or knowledge. I can only imagine the berk at O2 was short on his sales pre-Christmas so saw my dad as easy prey.
Cue TWO WHOLE LONG MONTHS of endlessly calling week after week trying to sort the mess out, O2 refusing to do anything and calling me a liar, sending countless bills and departments not talking to one-another nor making any notes each time I called (meaning I had to go through the same story EVERY SINGLE TIME) before finally a result and we got our money back. Minus the hours of my life wasted.
Story #2: My missus reached the end of her 12 month contract last July. Instead of taking a new handset she agreed to take £100 off her bills for the next 12 months instead. Without fail, every single month they bodge it up and either forget to do it, or don't take enough off meaning a phone call needs to be made every 4 weeks.
I could go on, but you get the picture. I believe without a single shadow of doubt, O2 provide the worst customer service I have ever encountered. Worse than British Gas, TalkTalk and HSBC combined.
On the flip-side, mobile phone network wise, Vodafone haven't been too shabby in the 18 months I've been with them. Get through to them quite quickly and seem to be able to resolve any queries there and then.
Posted by Sammy_boy
I haven't had any problems with O2 in the 3 years I've been with them, though not needed to use their customer services much!
I've asked for a pac code last couple of years, and now my line rental is half price, don't think it'll go any lower though as I'm on more or less the lowest tariff already!
Posted by tmagberry
Both me and the missus are on O2 and we have had countless issues in the apst, so much so we ended up have the head of O2 Customer Services deal with our cases....
I still have his direct line and email....Any issues now quickly get resolved....
Posted by only me
Orange are a joke, they took £250 from my account after they botched an upgrade (w800 rather than W810 sent out!) and it took 3 months for them to give it back, said they wouldn't charge me for things then put the charge on my account, messed up the online billing and couldn't fix it and never answer the phone, 2 weeks ago after being on hold for 44 minutes I snapped and called the retentions line (only on hold for 2 minutes), now with O2 and no issues so far.
Posted by glorfingal
In the pas I was an Orange customer and had absolutely no problems
with them, any problems were dealt with very quickly and easily (replaced
handsets, tech support etc), 24x7 cover.
Now with O2 ..... Arrghhhhhh .... 8->8 cover, untrained idiots .... the only
saving graces - good coverage for me and this ....
I phoned wanting to upgrade my tariff, yes tariff NOT phone only to be told
that I was only 6 months into a 12 month contract and that I couldn't do
this !!!! After 30 mins talking to various departments I now seem to have
upgraded my tariff AND my handset (Silver K800 package !)
Better cancel the new contract with the K800 !!!!!
Posted by Dogmann
Hi all,
I won't bore you with all the details again but just before i left Orange i actually had to threaten to issue a Summons to the Legal Department to get my issue resolved. Orange used to have the best customer service in the industry and would win the JD Power award every year now in my experience Orange appear to have a culture of we are always right irrespective of the facts, really is a shame IMO. First move was to Virgin who although charge 10p for talking to customer service agents at least the phone gets answered by a real person and are usually pretty good. Now with T-Mobile and have had no issues with them so far.
Marc
Posted by frakker
Wonder what happened with Orange? It wasn't so long ago that they would provide the best customer service from any mobile network. Now, you have to wait absolutely ages to get through to someone who probably won't be able to help you as efficiently as possible.
Me thinks demand is too much for them at the moment.
Posted by gudgin
o2 experience - good network, horrible customer service. If you are on an online contract forget about any help. You can however barter for upgrade prices.
orange - expensive tariffs, but orange shops are generally really helpful when you eventually get seen to (it's always so busy). Their phone system is unfathomable if you have any slight knowledge of mobile phones, but you can eventually find someone who has a vague idea of whats going on. Main customer service phone number has a queue that has only been beaten by NTL so far. (can you believe I've once been on hold for about an hour and a half and not got anywhere with them? ridiculous)
Posted by fatreg
i think you win some, you loose some...
you cant please everyone as they say..
i myself have had issues with Orange yet i still stay with them, would never even look at a different network! why?
i dont know in all honesty... just been on Orange since i got a phone and my issues get sorted quickly!!
fatreg
Posted by Dogmann
@frakker
It actually is very simple and yet sad, they got sold for the first time, Hans Snook left, The end of quality customer service and downhill since.
Now the service every customer got as standard is only available to Premier and Business customers. But i have no idea of the quality of service they provide, maybe its is better and a customer will say so, but they'll still brand your phone to hell, just MO of course.
Marc
Posted by darrengf
Virgin Customer Care is Great. They do things like they say they will.
Vodafone Customer care is ok but not overaly fantastic.
T-Mobile Customer care is again good, but not overaly brilliant.
I have Phones with the above but only PAYG.
I have contracts with Orange and O2.
My Thoughts on O2. (Carphone Warehouse Customer Care)
Im not with 02 direct but with CPW.
I have to say that at first i wasnt impressed. However in the last 3 months i can say they have had a major training and revamp. I can honestly say that customer care has improved dramaticaly. They are friendly (And i have rang them alot) Helpful, polite and cant do enough,
My thoughts on Orange.
I have been with orange as a contract customer for 6 years now and PAYG for 8 years.
Im sorry to say Orange Contracts in the last 12 months are utterly useless, unhelpful, rude, arrogant and ignorant.
I have been spoke to like im a piece of crap on a shoe, had the phone put down on me as they couldnt be bothered to deal with my querey, i can hang on the phone for over hour (Altho this has improved).
One person doesnt no what the other one is doing and how do i know
Well on Thursday 26th Oct I asked how much would it be to cancel so here goes
Thurs £142
Fri £146
Sat £156
Mon £154
Tues £184
We now have a competion at work to see who gets to the closest on the day.
Dont get me wrong there are a few good people there but generaly they dont give a damm.
Im sorry to say Orange Shops arnt brilliant either. My local shop are useless. I had to have a row in the middle of the shop to obtain a 3g card. In the end I told bloke to ring customer care and you speak to them.
I got my 3g card after 45 mins are arguing. They are utter Crap.
Orange PAYG however are completely different. They are helpful, friendly and cant do enough for you. So they are on a different planet to the rest of Orange.
** You may ask why do i stay with orange ** Well i can say that the network is superb and i cant fault orange for that and thats my main reason.
When i upgrade i just sell the handset on, I hate Orange branding its utter cack and loads of people have said the same, but I get good deals and customer care is still free and 24 hours (Although this is changing from the new year) Yes Orange is loosing its 24 hour customer care. They have yet to sort the times out but at preset it was set 7am to 12 midnight.
** I know that there are people on here that work for Orange so Im sorry people. Im only saying what i think and what thousands are saying on the net and im sorry to say even people in Orange are saying the same.
I know that Orange are offering fantasit deals and good bb and i cant fault people for that. I would do the same, Just wish Orange Customer care had a massive shake up and stopped being up there own a*se
[ This Message was edited by: darrengf on 2006-11-06 20:55 ]
Posted by lovewalrus
I might be being a tad biased here, but on all the threads of a similar nature to this one, but there appears to be VERY few complaints about T-Mobile or there handsets! Do you think this is due to good service or down to few people using the service?
This message was posted from a K800i
Posted by frakker
@lovewalrus
Probably the latter. O2 and Orange probably have the majority of mobile consumers in the UK between them. Which is why I guess there has been less Vodafone, T-Mobile complaints (although watch that change now!).
Surprised no one has mentioned 3 yet though!
Posted by lovewalrus
dont think anyone has mentioned 3 as there pittyfull customr service is now a given! ha
This message was posted from a SPV C500
Posted by apolloa
I'm on Orange and have been ever since I got my first mobile about 9 or 10 years ago. They were the best and had the greatest customer service ever, there tarrifs were also good and they offered stuff for free that the others charged for.
But now that French company owns them I have heard LOADS of horror story's about them AND they are going to charge for things like itemised billing. I haven't decided if I stay with them or not but there network is usually pretty good for coverage and I have yet to experiance any bad customer service from them.
It's a shame that IMO the best UK network has gone down the toilet like this.
Posted by fatreg
going to charge for itemised billing??
ermm that changed a good few months ago matey...
i indeed have noticed a shift too.... im not saying its all since hans snook and john alwood left but they were "orange" through and through, just like myself, im part of the old school orange. and although i cant argue that number is king, however i dont feel it should come at a cost of the orange experience, but it appears to be..
as some one ponited out payg is a whole diff kettle of fish.. i love speaking to payg.. they dont have a care in the world and are more than happy to do anything that can.. even if that means doing some naughty things.. but they are truely customer focused...
as for shops..... dont get me started......
i work in one as most of you know and i pride myself on being the font of knowledge on all things orange.....
fatreg
Posted by lovewalrus
I think the author of this thread hit the nail on the head- it's not all about cost, coverage and handsets, it's also about service! All providers have strengths and weaknesses, but it's truly world class service that sets the men from the boys when it comes to who's gonna fly and who's gonna fall in the next 5 or so years! Either way, battling networks will hopefully be the turnin point and customers will eventually get what they pay for!
This message was posted from a K800i
Posted by Dogmann
@frakker
I think you will find of late that approx 50% of new connections are going to T-Mobile as there Web N Walk tariffs for Data users is unbeatable and their Flex and Relax tariffs also offer very good value as well. My personal experience of T-Mobile customer service is all good and its defiantly not down to a lack of customers far from it IMO.
Marc
Posted by SE-Naz
I am with T-Mobile and O2...
When I purchased a O2 online contract... For 2 whole months I had so many issues with them... They couldnt get the SIM and PHONE to me as everytime I would order the phone... its in stock... then when it came to delivery it wasnt...
After all this I got the 8800 FREE on a contract that was for only 3G Handsets and also got £50.00 CREDIT
I have been with T-Mobile for 8YRS now and only have had one bad experience... I sent a letter within 2 weeks a manager rang and resolved the issue.
I have found T-Mobile customer service very good for me... and O2... only with then for the TARIFF.
Cheers
ENJOY
Posted by lovewalrus
I've been with T-Mobile for 9years now and and have a few problems which where resolved quickly. However, the main difference is they acknowledge there by no means perfect, and there doing something about it!
This message was posted from a K800i
Posted by rule_breaker
Lost my simcard, currently on hold for 1 hour 47 minutes with orange and still waiting... at the start i was told approximately 67 minutes..
This is the longest call of my life to anybody.
Posted by rule_breaker
2hours 49 minutes and still no response, that was through 450 orange pay n go.
Called 150 from a contract sim got through in 11 minutes.
That clearly says something.
Posted by darrengf
@rule_breaker
Well you dont have to buy a mp3 playey this xmas guys.
Just ring Orange and listen to there hold music lol
Yes its a shame. I'm Orange through and through but lately Im starting to turn Blue.
On average I spend £200 on contracts phones with Orange and 02, and so far ive now cut my spending down to £30 on Orange and the rest with 02.
Oranges network is fantastic, but since France Telecom took over, its gone down the pan.
and i tried to ring tonight as i got my latest bill and need to check something out.
Orange now only work 8am to 10 pm mon to sunday.
So there you go guys, no more 24 hour customer care. Another thing lost.
Next Orange will charge you for the phone call to cust care.
But at least those 2 little people that walk on the adverts look funny!!
Posted by Seanyb2
I am with T Mobile pay as you go with web n walk with a Nokia 6233 and i can honestly say i think its the best service i have ever had. To my suprise T Mobiles 3G coverage is fantasic and solid wherever i go and i never get cut off or have problems connecting and is the same with voice calls. Also their customer services is superb. I get through 95% of the time straight away and if their is a wait its only 5 mins and the staff on the other end are always friendly supportive and call you back when they say they will. Fantastic. Far cry from Orange and O2 who i find dont have time to talk to you on the phone they fob you off and are patronising.
This message was posted from a 6233