Tuesday, January 4, 2005

Why I will leave o2 in August...

1. They are still charging me for o2 WAP CSD over GSM which are supposed to be inclusive of my free minutes.

2. Last month they charged me £72 for o2 WAP access which they promised to credit me for this month. They did not.

3. Their customer service are useless.

4. o2 Retail Stores do not have direct line to o2 Customer Service.

5. o2 WAP CSD over GSM (915000) has been firewalled. I cannot download POP3 or IMAP e-mails for the past 4 weeks.

6. POP3 and IMAP e-mails can't be downloaded even when using the expensive o2 GPRS connections.

7. When calling to o2 Customer Service (0870), they tend to rudely hang up on me.

8. The 0800 free call number published on their website is there to instruct you to call a 0870 number.

9. o2 Retail Stores do not receive consistent training. Example: o2 Ealing: Friendly, fast service, good knowledge; o2 Euston: Friendly, slow service, average knowledge; o2 Brighton: extremely slow service, make you queue for 30 minutes before serving, no knowledge at all (their ignorance rivals that of Dixons).

7 comments:

Anonymous said...

well I have to agree
O2 seems happy to let anyone operate a store under thier franchise but makkes very little effort to support or monitor thier service
also if as I do you end up with phones purchased from two different outlets - you might as well have two completely different service providers as the barriers between thier customer service systems are seemingly insurmountable. for O2
one system is genie which workds ok but thier are others depending on the number you have you will be patched through to operators on one or other of the systems which themselves have poor training - recently i had to explain to the billing help desk that GSM and gprs are different and have different billing structuires. finally convinced i was right ( had to check twice with superviosor - i got put through to technical help! ali wanted to know was how much dose the wap chat cost on GPRS each time the threads refresh dose this count as a page ? In which case at 500 pages per mgb wap chat is very expensive for the features.
three days later and 4 calls on im still none the wiser!

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