Man versus O2 customer support

Not really a blog post. Just a transcript of an extremely frustrating online chat with O2 customer support.

Welcome to O2. Someone will be with you soon.

You’re through to ‘O2 : elliot’

elliot: Hi I’m O2 : elliot. How can I help?

Ian Probert: Hi Elliot. I just took delivery of my Samsung Galaxy S4. It was in for repair.

elliot: Okay

Ian Probert: I’m not happy. I’ve obviously been given somebody else’s old phone. This one has dark marks on the plastic back that will not come off. There is also a deep gouge in the bezel above the camera lens.

elliot: Please can you tell me the 4th & 5th character of your security answer?

Ian Probert: I don’t know.

Ian Probert: could be *****

Ian Probert: Still there?

elliot: Please provide us the last two characters of the answer to your security question

elliot: Yes

elliot: Are you ?

Ian Probert: I don’t know it. I already told you.

Ian Probert: Tell me the security question and I might be able to answer.

elliot: Your security question is ********?

Ian Probert: *******

Ian Probert: Hello?

elliot: Yes

elliot: Thank you so much

elliot: Thanks for the information. Please give me a few minutes while I check this for you.

Ian Probert: I’m not happy. I’ve obviously been given somebody else’s old phone. This one has dark marks on the plastic back that will not come off. There is also a deep gouge in the bezel above the camera lens.

elliot: Please help me with the repair reference number

Ian Probert: 25347279

elliot: Did you sent your phone from store for repair ?

Ian Probert: No I posted it as instructed.

elliot: Check the reference number again then

Ian Probert: 25347279

Ian Probert: This is what it says at the top of the letter enclosed with the phone.

elliot: Check the repair number

Ian Probert: This is what it says. What else can I do but type what it says on the letter?

Ian Probert: Its says Repair Reference: 25347279

Ian Probert: Are you still there?

elliot: Let me check this for you please allow me  a minute

Ian Probert: Thanks.

elliot: No

elliot: Sorry

Ian Probert: Huh?

elliot: SHall I check this for you

Ian Probert: Yes.

Ian Probert: That’s what i’m contacting O2 for.

elliot: I’ll just check this for you

Ian Probert: Thank you.

elliot: You’re welcome

elliot: Thanks for waiting

Ian Probert: OK.

elliot: I’ve checked and see your phone is fixed and send back to you in same condition

elliot: So there is nothing wrong from our end

elliot: This is what I can see in notes and records we’ve

Ian Probert: There most certainly is. The phone I sent to you did not have black marks on the plastic back. Nor did it have a gouge above the camera. I know my consumer rights. If you send me back a refurbished phone to replace my new one I’m entitled to a phone that is in the same condition as my original phone. This one is clearly damaged.

Ian Probert: I don’t want it.

elliot: I’ll check this for you again

Ian Probert: Why are you not responding?

elliot: Are you getting messages ?

Ian Probert: Well I got that one.

elliot: So shall I go and check this for you ?

Ian Probert: Yes. I thought you were checking it. Please check. That’s why we’re having this very frustrating online conversation.

Ian Probert: If you can’t deal with this connect me to someone who can.

elliot: Let me check this for you

Ian Probert: Yes,

elliot: Thank you

elliot: Thanks for waiting

Ian Probert: Still waiting.

elliot: Thank you so much for waiting Ian

Ian Probert: Still waiting.

elliot: I’ve checked and there is nothing wrong from our end we’ve sent your phone as it is we received

Ian Probert: No you haven’t.

Ian Probert: You keep saying that but I have phone here and it is obviously damaged.

elliot: It might be damaged from your end not from our end

Ian Probert: Let me speak to your supervisor.

elliot: Sorry he is busy right now

Ian Probert: I’ll wait.

elliot: Okay

Ian Probert: Still waiting for your supervisor.

elliot: He is busy right now

Ian Probert: How long will he be?

Ian Probert: How long?

Ian Probert: How long please?

elliot: Just a moment

Ian Probert: Thank you.

elliot: You’re welcome

Ian Probert: Still waiting.

elliot: Please help me with the IMEI number of your of phone

Ian Probert: How do I find this?

elliot: Just dial *#06#

Ian Probert: This is what it says on the letter: 357634051318109

Ian Probert: I have not activated the phone. I don’t intend to. I don’t want it. It’s damaged.

elliot: And now you can check the original IMEI number on box of your phone

Ian Probert: Hold on.

elliot: Because its same IMEI

elliot: Yes sure

Ian Probert: Got the box. Where do I find the IMEI?

Ian Probert: Still waiting for your supervisor.

elliot: He is still busy please check the IMEI number is same so we didn’t changed your phone

Ian Probert: Where is the IMEI on the box. Can you please answer my question. It’s very frustrating.

elliot: You can find the number written on right or left side of box

Ian Probert: It’s a different number.

Ian Probert: It’s 357634/05/131810/8

elliot: [2:23:42 PM] O2 : elliot: Please help me with the IMEI number of your of phone

elliot: [2:23:56 PM] Ian Probert: How do I find this?

elliot: [2:24:37 PM] O2 : elliot: Just dial *#06#

elliot: [2:24:58 PM] Ian Probert: This is what it says on the letter: 357634051318109

Ian Probert: What?

elliot: Is this a same number you are giving

elliot: Take out the battery from your phone then check the IMEI number on the reverse side of your phone

Ian Probert: Look, this is irrelevant. The fact is that the phone is damaged. I didn’t damage it. O2 did. There are black marks on the plastic back of the phone which will not clean off. There is a gouge above the camera lens. I’m not contact you for personal pleasure. You have an unhappy customer. Put me through to your supervisor. You are wasting my time.

elliot: Please be online I’m transferring your chat my supervisor

Ian Probert: Please respond.

Ian Probert: Thank you.

elliot: You’re welcome

Hold on. You’re being put through to Heeren.

You’re through to ‘O2 : Heeren’

Ian Probert: Hello.

Heeren: hi

Heeren: Please allow a minute while I check the chat and help you further.

Ian Probert: Thanks for taking the time to speak to me. Have you read the transcript of my conversation with ‘Elliot’?

Heeren: I’d need a minute to go through.

Ian Probert: OK.

Heeren: I understand that you’ve got your phone after repair and you’ve to say that its now physically damage.

Ian Probert: Yes.

Ian Probert: Definitely.

Heeren: Please note that we send the phone in same way the that we’ve got it.

Ian Probert: Not in this case.

Ian Probert: It looks like oily fingerprints on the back that will not clean off. There is a gouge above the camera lens. I certainly didn’t do this.

Heeren: Please note that we fix many phones in a day and deal with many customers but it had never happen that the phones gets damage from our end as we take care of all handset very carefully.

Ian Probert: You could probably send me a replacement plastic back. But I’m very unhappy about the scratch. The phone is about a month old. I always keep it in a case. Frankly, I’m disappointed with your level of customer service. You cannot stubbornly insist that it left O2 in the same state. The evidence is right in front of my eyes.

Ian Probert: Heeren. Why would I be contacting you unless I was unhappy with the state of the phone? Are you saying that I’m a liar?

Heeren: No Ian, that is not what I’ve to say. What I mean is we do take care of phone and its next to impossible that any phone gets physically damage from our end.

Ian Probert: This is my first experience of dealing with O2 relating to a repaired unit. I’m not enjoying this experience. O2 customer support clearly seems to be all about placing the burden of blame on the customer.

Heeren: We send phones in the same state in which we get it.

Ian Probert: It’s not impossible because I have the evidence here in the palm of my hand.

Ian Probert: If you can’t help me I’d like to speak to your line manager or next up in the chain of command.

Ian Probert: Are you still there?

Heeren: Even if I’ve to go as per what you’re saying,you can buy this back cover for your phone and then simply contact us here with its proof of postage so we can apply credit for that amount.

Heeren: I’m sorry as we’re unable to send it accross to you as we’re part of repair team and we dont have this cover with us.

Heeren: Is there anything else I can help you with?

Ian Probert: Please don’t say ‘even if I’ve to go as per what you’re saying’ . This implies that you do not believe me. I don’t make a habit of having lengthy online chats with O2 support unless I have no choice. I am a customer. Your job should be to ensure that your customers are happy with your service. Yes, you’re correct – I could purchase a plastic back but I will not. O2 should send one no questions asked. This doesn’t help with the gouge next to the camera that someone with clumsy fingers at O2 caused.

Ian Probert: Please put me through to your line manager or superior.

Heeren: I’m sorry but its just me who is on the shift at the moment. If you want to take this further then you can send an email to : complaitnsreviewservice@o2.com

Ian Probert: Very well. I have saved a transcript of this conversation. It does not reflect very well on the quality of support offered by O2.

Heeren: I’m sorry for any inconvenience that has cased to you.

Heeren: I’ll feed him back and will make sure that this will not happen with you or any of our customers.

Ian Probert: Good.

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4 thoughts on “Man versus O2 customer support

  1. Oh my God !!! I actually had to make a cup of coffee half way through reading as my frustration built to an explosive level. I would rather stick pins in my fingers than have to go through one of these sessions – which I occasionally have to – the session not the pins but I do keep the pins on the side ! – I have the same phone with the same contract so heaven help me when I have to send mine back!! These appalling sessions need to be started with a lit candle, an alcoholic drink, nibbles and someone massaging your neck and upper back and preferably a psychologist standing by if needed. The worst I have ever experienced are BT and Talk Talk which drove me to a valium tablet. Look after your stress levels – no good for your thyroid !! and good luck with the complaints link. Angela x

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  2. Morning Ian,

    How frustrating for you – it sounds quite typical of these call centres we dial up to nowadays ………

    Angela.

    Angela Rixon
    Human Resources Assistant

    T: +44 (1298) 816818
    F: +44 (1298) 816701
    E: Angela.Rixon@peakdale.co.uk

    Peakdale Molecular Ltd.
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  3. I have just spent 3 hours of my Sunday evening frustratedly getting nowhere with these people. I don’t even have a complicated issue. I’m flabbergasted at the incompetence and audacity of the people i was put through to, including the supervisor.

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