Written on: 10/04/2012 by bw0625 (1 review written)
I'll start by saying that I went into purchasing my phone (refurbished iphone 4s on 02 contract) fully aware of the fact that I was likely to get a great deal on the phone and contract (£44.99 phone, £21 contract) but sacrifice the level of customer service I received. Having been a 3 mobile customer it was something that I have experienced and lived with fairly harmoniously for over a year. As stated the deal was superb and by far the cheapest way of getting my student mitts on the latest iphone without forking out £189 upfront when going to 02 directly. As a student I was also wary of the fact I may fail the credit check, and also the fact I ordered on a bank holiday probably wasn't the smartest idea in the world.
About 20 hours after ordering the phone i received an email telling me that the phone was not in stock and that there would be around a 7 day wait. After reading this (and other reviews on websites) I started instantly cursing my decision. Logging in to the website gave me an alert to ring asap to make sure my order got away quickly. I hate ringing customer service and had locked myself in for at least an hour of staunch arguing and protesting over the "next day delivery" claim and the fact I had been able to order a phone that was out of stock.
BE AWARE that phone calls cost 10p a minute so the cost could become hefty. After ringing an automated voice stated that I had a 9 minute weight. The wait ended up being 13 minutes (acceptable and not suprising). The customer service I then received was SUPERB. The woman, Tracey, was English, and very well spoken. She explained that that colour was not in stock and that I could have the black version on the same contract if I wanted the phone delivered tomorrow. I obliged and within another 10 minutes of processing my order etc I was off the phone with a phone promised to be with me by 1pm tomorrow. 23 minutes of sitting on the phone and around 10 of those on to a pleasant very helpful customer service employee.
Even if the phone doesn't arrive tomorrow I will be impressed with the customer service I received today and shows that you can't tar the company with a brush as a whole.
Also; make sure you set reminders on your new phone to cancel your insurance and gadget people contracts (coincidentally I was reminded to cancel them by Tracey). It's very clear your hung up on them and they rely on the ignorance of customers rather than "hoodwinking" them.