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02 bad practices cancelled order now |
Dogmann
Joined: Jan 29, 2006
Posts: > 500
From: London England
PM |
Hi all,
Having decided i wanted an E90 again and seeing as currently only 02 allegedly had them in stock against my better judgement i decided to get the phone from 02 with a new contract.
To start with all went fine until trying to pay for the phone with my Natwest Solo debit card which they said they took,4 times they tried to take the money and it said declined even though i had more than sufficient cleared funds available. So rang my Bank who said it hadn't been declined and no request had come through, at this point paid with a MasterCard.
Then i receive 5 E-Mails confirming my new account with 02 all with different user names and passwords, so phone 02 to check they haven't got 5 orders and are sending me 5 E90's. Now i am suddenly told that the E90 is out of stock and not due till the 15th obviously not happy but not the end of the world. I ask and check that the payment will not be taken until the E90 is dispatched on or around the 15th which is confirmed to me.
Well guess what my MasterCard bill arrives today with a charge for £129.99 on the 5th November from 02 not happy as you can imagine. Have just phoned 02 and cancelled the contract and have them refund the money to my card. No apology and no explanation and now no way i would consider using 02 ever again. As if this is how bad they are before i even get my phone and start my contract i dare not imagine how bad they could be later.
Marc
_________________
Nokia E61, 2gb Sandisk, Fring, Tom Tom 6
Nokia E90 coming soon
Honoured to have won BEST DEBATER
[ This Message was edited by: Dogmann on 2007-11-09 14:30 ] |
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fatevdestiny
Joined: Oct 22, 2007
Posts: 336
From: Glasgow
PM |
I had the same problem when I was trying to upgrade (without the money problem)
I called up and upgraded to the W580i which I was told was in stock and would be with me next day delivery. Next day arrived and nothing was there so I called back to be told that it was out of stock and would be back in 3 days and told to call back then.
Called back 3 days latter and was told phone was in stock and would be dispatched that day and with me next day. Again next day arrives and nothing. Called o2 again and again to be told that the phone was out of stock. I was fuming by this time and told them to cancel my contract. Was put through to some lady who offered me the K850i for free and 6 months line rental at half price for the trouble I had been put through.
At the end of the day I got a pretty good deal but was fuming that they kept f****g me about with the W580i 
[ This Message was edited by: fatevdestiny on 2007-11-09 14:59 ] |
Alpha Trion
Joined: Sep 06, 2007
Posts: 197
From: Midlands UK
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Dogmann that is one O2 horror story!
When oh when are the networks going to realise that to get/keep customers they have to address their dire customer service relations! (generalizing a bit here i know). We're not asking them to jump through hoops, just provide what they say they'll provide. |
Dogmann
Joined: Jan 29, 2006
Posts: > 500
From: London England
PM |
Hi all,
I actually forget the last thing that nearly made me lose it completely which was the person i was speaking to had the audacity to ask me to fax to them proof of the charge appearing!!!
At which point i obviously pointed out that due to their mistake you expect me to have to go out find a Fax machine and have to pay to send a Fax to you for your mistake. Which of course i politely explained wasn't going to happen just refund the money they shouldn't of taken and cancel the contract and got a reference number. I just think i had a lucky escape and will stick with T-Mobile and hope they get some nice new handsets soon.
Marc
_________________
Nokia E61, 2gb Sandisk, Fring, Tom Tom 6
Honoured to have won BEST DEBATER
[ This Message was edited by: Dogmann on 2007-11-09 20:50 ] |
Alpha Trion
Joined: Sep 06, 2007
Posts: 197
From: Midlands UK
PM |
just when i thought it couldn't get any worse........ |
Bhavv
Joined: Jun 07, 2007
Posts: > 500
PM |
Ok, a lot lot worse then T-mobile CS.
On T-mobile I was once billed £117 for web usage because they acidentally removed my web'n'walk on my billing date. This was removed from the bill A.S.A.P.
Then they cancelled my Advantage Plan 50% discount after I upgraded, regardless of them telling me several times from different departments that I would be able to keep it. This took ages to sort out because they couldnt put it back on unless I cancelled the upgrade and reverted to my old tariff, so upgrades gave me a permanent 50% reduction with no expiry date.
In the end - Free K850i, £28.75 a month, 900 minutes or 1800 texts and 10 gig internet usage.
Now I just have to wait for 18 months to go through hell again lol. |
Bhavv
Joined: Jun 07, 2007
Posts: > 500
PM |
BTW was this at a retail store or through direct sales? As far as retail stores go, I wouldnt purchase a phone or anything technical through one ever because the people working there seem to be real plonkers.
O2 direct sales should be a hundred times better then O2 retail stores, and the same goes for every other company too. |
Miss UK
Joined: Jan 11, 2003
Posts: > 500
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Blimmey 
02 Customer services have gone crap this year for some odd reason they have some sort of plot to stress customers out. I mean yesterday I was so stressed out at them after cancelling my contract, they don't take no for a answer and are very snotty too lol
they really pissed me off I tell yeah my PAC Code best arrive to me tomorrow via text message cos I swear i'll be shouting and swearing down the phone at emm 
btw maybe its best to have free handsets with contracts 
An "Apple" a day keeps the Doctor at Bay! |
Greggy
Joined: Feb 04, 2004
Posts: > 500
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Hmm? So ya would be getting ya phne about 2 weeks late then. Ok its a bit of inconvenience but not end of the world. Couldnt u have askd them for say the 1st months rental free instead of cancelling as a gesture of good will
This message was posted from a 3510i |
Dogmann
Joined: Jan 29, 2006
Posts: > 500
From: London England
PM |
@Bhavv
This was with 02 online sales team by phone what really got me was when i bought it i was told delivery in 1-3 days, only because i received so many confirmation of my new account E-Mails all with different details did i bother to ring them. Only then at this point was i told the phone wasn't in stock and wasn't expected till the 15th you would of thought some one should of had the decency to ring and tell me it would not arrive as expected and was this OK.
I then checked that they would not take payment until the phone was dispatched which was confirmed to me as is normal practice. I sure as hell am not going to pay for something nearly two weeks in advance of me getting it.
@Greggy
When i phoned and was told it would be delayed i was actually OK with that a bit miffed no one had called to tell me but as you say not the end of the world. What i do object to is paying on the 5th November when they aren't expecting stock in until the 15th which means the earliest i could expect it is the 16-19th. After checking and being told i wouldn't be charged till despatch they had already taken the money on the 5th which would of clearly been shown on my account. I will not tolerate being lied to by a company i do business with and also when i phoned up because my bill from MasterCard had arrived which means i would of had to pay before i even had the phone. I was then told i would have to Fax in proof, for their mistake to be corrected. No apology or explanation was offered for their actions so i told them to cancel my contact. If they are this incompetent and untrustworthy before i start my contract why in the world would i want to be stuck with these idiots for a Year? Spoke to NatWest MasterCard this morning who will deal with 02 on my behalf as even they agree this is not right. As much as i wanted the E90 i think i had a lucky escape from 02.
Marc
_________________
Nokia E61, 2gb Sandisk, Fring, Tom Tom 6
Honoured to have won BEST DEBATER
[ This Message was edited by: Dogmann on 2007-11-11 17:40 ] |
Miss UK
Joined: Jan 11, 2003
Posts: > 500
PM |
I totally agree 02 have always been like that with phones though,
last 8 years ive been with them ive had ordered the occassional upgrade phone(s) I want and they have been instock on the 02 Website ive even gone thru and ordered then them, next day ive had emails saying it's not instock and there awaiting a new shipment.
it does annoy yeah 02 might have good deals to some but hell there defo beginning to slack if you ask me, not just for phones either.
the Customer services are stressful you try cancelling your contract after 8 years with emm lmao..
An "Apple" a day keeps the Doctor at Bay! |
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Posted: 2007-11-09 15:29
