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“Loyal customer can't wait to leave this network”

written by explore on 22/10/2013

I have been a loyal customer of 02 for many years both as a mobile network and broadband provider (until the latter was sold to Sky without a by your leave earlier this year). I have stayed with them because of their good deals for existing customers and their formerly excellent telephone support service.

Recently I have tried to contact their telephone support service on five occasions to try and discuss a bolt on service they charged for without my permission while I was abroad, and to address the rapidly deteriorating signal strength while I am making and receiving calls in my house.

I needn't have bothered as on each occasion I have been put into their
everlasting waiting system whilst listening to mindless music. When I finally gave up in despair I resorted to several on-line chats none of which in any way addressed the issues I was trying to raise. I have a strong impression here that the guys on the other end are very skilled at giving stock answers to awkward questions.

I'm sure from what I read and hear that many mobile companies are far from perfect, but this seems to me a very sad example of a company that is squandering customer loyalty it has built up over the years. I wonder how long it will be before someone at 02 has the nous to realise that retaining customers is not an optional extra but a fundamental necessity in a tough market.