VERY POOR CUSTOMER CARE, TERRIBLE EXPERIENCE WITH 02

“VERY POOR CUSTOMER CARE, TERRIBLE EXPERIENCE WITH 02”

Written on: 28/03/2012 by DAN3012

I WAS HAPPY WITH O2 FOR A NUMBER OF YEARS, HOWEVER, I NEVER HAD TO ASK THEM FOR ANYTHING. UNTIL TWO WEEKS AGO. MY SMARTPHONE STARTED ASKING FOR A SIM NETWORK UNLOCK PIN. I HAVE ALWAYS HAD THE SAME SIM IN THE PHONE AND IT SEEMED O2 ADVISORS AND THE SO-CALLED 'GURU' COULD NOT HELP. ALTHOUGH ACCORDING TO GOOGLE, ALL THEY HAD TO DO WAS GIVE ME AN EIGHT DIGIT PIN. I UPDATED THE FIRMWARE AND ALSO RE-SET THE PHONE TO FACTORY SETTINGS, TO NO AVAIL. SO I TOOK MY PHONE TO AN O2 STORE, THE PHONE WAS SENT AWAY AND FIVE DAYS LATER, I WENT TO COLLECT MY PHONE ONLY TO FIND THAT WHEN I SWITCHED THE PHONE ON, IT HAD BEEN UPLOADED WITH 'ORANGE' SOFTWARE AND THE ORIGINAL FAULT WAS STILL THERE. I WAS HORRIFIED AND THE ADVISORS IN THE SHOP WERE UNABLE TO OFFER AN EXPLANATION. SO THEY ADVISED THAT THEY WOULD HAVE TO SEND MY PHONE AWAY. I CALLED O2 AFTERWARDS, TO BE TOLD TO COLLECT MY PHONE AND THAT THEY WOULD SWAP IT THE NEXT DAT. GREAT, I THOUGHT. ONLY TO FIND THE FOLLOWING DAY THAT THEY DO NOT DELIVER ON A SATURDAY !!!!! I SPOKE TO A SUPERVISOR AND WAS TOLD THAT DUE TO THE FACT THAT I UPGRADED ON THE INTERNET I WAS NOT ENTITLED TO GET ANOTHER PHONE FROM THE O2 STORE. SO I WAS TOLD I WOULD RECEIVE A REPLACEMENT HANDSET ON MONDAY. HOWEVER, ON MONDAY I WAS TOLD THAT THE HAND SET HAD NOT ARRIVED AT THE DEPOT OF DPD THE COURIER SERVICE AND IT WOULD NOW BE TUESDAY. I WAS OBVIOUSLY VERY ANNOYED AT THIS. SO ON TUESDAY I CALLED AGAIN ONLY TO FIND DPD HAD MANAGED TO DELIVER MY PHONE TO ENGLAND WHEN IN FACT THE ADDRESS WAS IN GLASGOW, SCOTLAND. SO I ASKED TO CHANGE THE ADDRESS AS THE PHONE WAS ORIGINALLY SUPPOSED TO GO TO MY WORK ADDRESS, AND TODAY ON THE WEDNESDAY THEY HAVE MANAGED TO DELIVER THE PHONE TO MY WORK ADDRESS WHEN THEY WERE TOLD NOT TO. AAAARRRGGGGGGHHHHHHHHHH !!!!!!!!!!!!! SO I LIVE IN THE HOPE THAT I MAY RECEIVE MY PHONE TOMORROW, BETWEEN O2 AND DPD, IT SEEMS SOMETHING AS SIMPLE AS DELIVERING A PHONE HAS TAKEN OVER 6 DAYS. IF YOU WOULD LIKE TO SHARE MY EXPERIENCE I SUGGEST YOU USE O2 AS YOUR MOBILE NETWORK PROVIDER. HOWEVER, MY CONTRACT EXPIRES IN 3 MONTHS , I CERTAINLY WILL NOT BE REMAINING WITH O2