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An o2 Complaint. Too Many Problems. |
jung
Joined: Mar 14, 2005
Posts: 86
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[ This Message was edited by: jung on 2011-03-23 09:23 ] |
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Minstrel_Man
Joined: Sep 03, 2002
Posts: 264
From: Manchester
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send a letter, by law they must respond. |
jung
Joined: Mar 14, 2005
Posts: 86
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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.  |
Berry
Joined: Dec 09, 2005
Posts: > 500
From: UK
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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
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Rob_B
Joined: Apr 04, 2003
Posts: 153
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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.
This message was posted from a WAP device |
craiggg
Joined: Jun 23, 2006
Posts: 40
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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? |
jung
Joined: Mar 14, 2005
Posts: 86
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Quote:
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something may be wrong on your end?
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no it's the same problem on four different pc's in four different locations |
dave_uk
Joined: Mar 06, 2003
Posts: > 500
From: London, UK
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On 2006-07-14 14:11:11, jung wrote:
...Am I over reacting? |
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Yes
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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? |
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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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...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;
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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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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... 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...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?
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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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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.
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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! 
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jung
Joined: Mar 14, 2005
Posts: 86
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so you're telling me that if i'm not happy with the service, i should just put up with it? |
dave_uk
Joined: Mar 06, 2003
Posts: > 500
From: London, UK
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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.
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fatreg
Joined: Jul 26, 2003
Posts: > 500
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ive noticed those who complain get what they want...
that cant be by coincidence?
fatreg
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SCORPIONKING1982
Joined: Mar 11, 2003
Posts: > 500
From: Leeswood
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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.
myspace.com/scorpionking1982 |
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Posted: 2006-07-14 14:11
