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@02 won't replace your faulty phone if you are disabled? - There's something about Mary...

Sep. 4th, 2012 11:02 am @02 won't replace your faulty phone if you are disabled?

I had cause to speak to two different o2 reps online today.  Before complaining about the second one I should say that the first one, Scott, was excellent: he resolved my problem with the friends and family bolt on immediately (at least I think he did - awaiting an SMS to confirm a new number has been added to my group).  So, thank you to Scott for being great :-)

However, the conversation I just had with a second online 02 customer service rep has left me gobsmacked.
To summarise: my phone has an intermittent fault.  I asked Dev to please send me a replacement and I would send the faulty one back (something they quite happily did with a phone I had from them about 10 years ago).  
Despite explaining that I couldn't get to the 02 shop (my legs aren't up to public transport this week and Tim is away), Dev told me that going to the shop was my only option!!  Really?!  

I cannot accept that anyone who can't get to an 02 shop cannot have a replacement phone - I am paying monthly on a contract for this phone, so, do they expect me to continue to pay for a faulty phone until May 2013 when I am due my next upgrade?!

Wow!

Transcript of conversation is below.  I would welcome suggestions on what I do next.  I filled in their feedback form and asked them to telephone me urgently to resolve this - I will keep you posted!

Such a shame - up until today I have been a huge o2 evangelist, and told everyone who would listen how great I think they are.  In the past they have been really very good and fixed any issues I have had very quickly.  Several of my friends are on 02 now because I recommended them so highly.  

I hope a manager reviews my feedback form (and the conversation) and takes action promptly, to restore my faith in them.  At this point I think they have made such a cock-up that they should just offer to upgrade me early and send me a brand new phone of my choice right now!  :-(

I shall keep my fingers crossed - believe the best - perhaps they will phone me shortly,to apologise, and to do just that.

EDIT:  Amazingly, despite having been made aware of this issue at 11am (I pointed them at this LJ post via Twitter), nothing has been done, and it is now 5pm.  A tweet asking me to email them with my mobile number and twitter ID (what?  the twitter ID you just tweeted at?!) but nothing else.  They haven't phoned me, or seemingly done anything to resolve the issue or let me know they think their agent has behaved badly.

Also, the other issue I had, which I thought Scott had fixed  and said how good he was?  - Looks like he hadn't fixed it - I just wanted to add a friend's number to my 'friends and family' group bolt-on, but, checking the website just now the number still hasn't been added to the group, despite Scott promising me it would be done in half an hour, and then when I contacted them to query it another agent, Alan, promising it would be done in 2 hours (that was at noon).  So now there are two things needing sorting :-(

Since they seem incapable of phoning me, I have just emailed them......  *sigh*
I tried calling but gave up.

Chat Transcript
info: Welcome to O2. Someone will be with you soon.
info: You're through to O2 : Dev.
Mary R Perkins: Hi there Dev
O2 : Dev: Hi I'm O2 : Dev. How can I help?
Mary R Perkins: My phone, a Samsung Galaxy S2, keeps turning itself off. I love the phone, but this is happening enough that it is really starting to wind me up. Can you send me a replacement please?
Mary R Perkins: Or alternatively, can you upgrade me early?
O2 : Dev: I'm sorry to know that Mary 
O2 : Dev: For that you need to visit the Store .
Mary R Perkins: Really? I chose 02 because you do everything online and by post - I have mobility issues. Can you please post me a replacement phone instead?
Mary R Perkins: (This happened once before, with a phone I had from you about ten years ago - you sent me a replacement in the post, and when it arrived I posted the faulty one back to you as you had sent me a returns sticker etc)
O2 : Dev: I do understand that Mary but i'm sorry to say my tools are not working 
Mary R Perkins: your tools are not working? 
O2 : Dev: Yes Mary 
Mary R Perkins: Um. So, how are we going to sort this? I can't get to the O2 shop. So...
O2 : Dev: The Shop is the only option as of now mary 
O2 : Dev: I have checked all the options for you ./
Mary R Perkins: OK. 
Mary R Perkins: Bye

Current Mood: surprisedsurprised

19 comments - Leave a commentPrevious Entry Share Next Entry

Comments:

From:(Anonymous)
Date:September 4th, 2012 10:26 am (UTC)

phone problem

(Link)
hi princess.

I don't think they would just give you a replacement phone, even if you took it to the O2 store. If my experience is anything to go by they will send it for repair once they have determined it isn't a fault they can't sort out.

perhaps you can ask if phone can be posted to the o2 store. seems silly to have to do this when it is only going to be posted on for repair/replacement though.

you shojld have mention.ed it yesterday I would have taken it in for you.
From:maryrcrumpton
Date:September 4th, 2012 10:41 am (UTC)

Re: phone problem

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I presume this comment is from you John (you aren't logged in)... ;-)

I don't want to post this phone off to anyone unless I have a replacement, because I don't want to be without a phone for any length of time.

In the past when it happened once (albeit a while ago, but still) they just posted a new phone out to me, then I swapped the SIM over and posted the faulty one back. I presume they then re-condition the phone and sell it on or whatever.

So, really I just wanted them to do that. And I see no reason why they can't. That would be good customer service.

Having said that, in the light of them mucking me about, I think they should just upgrade me early now. Send me a Galaxy S3 (the latest version of the S2 I think) as a show of good will. And apologise for giving the impression that people with mobility issues have no way of getting broken phones replaced. Grrrr. ;-)

Mary.

From:acelightning
Date:September 4th, 2012 10:43 am (UTC)
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Instead of saying "mobility issues", you should have said straight out "I am handicapped/disabled". And you should try again, and ask to speak to a supervisor if they just keep telling you the same thing over and over. "My tools are not working" sounds like either "I don't know how to respond to you," or "I can't be arsed."
From:maryrcrumpton
Date:September 4th, 2012 10:51 am (UTC)
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Yes, I wondered if saying "mobility issues" wasn't clear enough, hence me re-iterating further down and saying "I can't get to the shop".

It was after I had said that and he still wasn't offering an alternative that I was so shocked. Looking back I am surprised he didn't say he was going to consult with his supervisor himself. Perhaps he was having a bad day.

I am disappointed with o2's training department, rather than with Dev personally, because Dev clearly wasn't prepared to deal with a disability issue, and he should have been.

I have since left o2 request to phone me urgently (it was quite a long wait to get through to a human online in the first place) but, yes, if I haven't heard back in a couple of hours I think I will try again.

Thanks,

Mary x
From:(Anonymous)
Date:September 4th, 2012 01:50 pm (UTC)
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yes it is me princess, couldn't remember logo in details. I think advantage of taking to store allows them to give you basic loan phone. I would be happy to try and sort out for you on saturday if you haven't sorted something by then.
From:twangman
Date:September 4th, 2012 10:48 pm (UTC)
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Hi I worked for 02 in the past, ask to speak to a supervisor, be firm, supervisors do not like to speak to customers unless they can help it! The whole O2 ethos when it comes to call staff is that they must take control of the call, ie try to make sure the call does not escalate to a supervisor. Also call staff have very little lee way of what they can do for the customer.
If you get a supervisor and are not happy with there decision Ask to speak to there ops manager
Ie god! O2 should have a dedicated complaints team so you might get passed to them.
Basically when it comes to customer service the more you spend with them the better the service you will get.

From:acelightning
Date:September 4th, 2012 11:54 pm (UTC)
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That's what I hope maryrcrumpton gets!

Edited at 2012-09-04 11:55 pm (UTC)
From:maryrcrumpton
Date:September 5th, 2012 10:55 am (UTC)
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Thanks.

Will see what response to my email is, when they finally get round to it.

If that isn't satisfactory then I will indeed phone and ask for Supervisor / Ops Manager.

Mary x
From:acelightning
Date:September 4th, 2012 11:53 pm (UTC)
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Any progress?
From:maryrcrumpton
Date:September 5th, 2012 10:50 am (UTC)

Progress?

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Not yet - the twitter o2 team asked me to email them with details, which I did yesterday afternoon. I got a reply asking for my mobile number and address, which I replied to.

I told the twitter team I had emailed just to alert them to it too.

Since then, nothing. Really thought someone would phone/email this morning, but no-one has.

Have just emailed them again, asking them to respond. And also tweeted them.

Can't be bothered being held in a queue on the phone and having to be passed up a chain before I finally reach someone with power (especially when waiting on news of my sick father) - o2 know the issue very well at this point, so the ball is in their court.

I am amused to see people are linking to this blog-post now. The world watches and waits.... well, a few people on the internet do at least LOL.

Mary x
From:acelightning
Date:September 5th, 2012 08:06 pm (UTC)

Re: Progress?

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How can they phone you back when your phone doesn't work?
From:maryrcrumpton
Date:September 6th, 2012 09:13 am (UTC)

Re: Progress?

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They have my landline number too ;-)

Speaking to someone this morning....
From:green_knight
Date:September 4th, 2012 12:36 pm (UTC)
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It doesn't sound as if Dev understood that you cannot get to the store, and if his tools aren't working, then he was improvising about your options.

This link to an O2 FAQ says very clearly "After 28 days: you’ll need to take or send it back to us. We’ll try to get it fixed for you." This doesn't meet your needs - you need to keep a phone - but it proves that there's a 'send your phone to us' procedure in place at O2.

Best of luck with resolving this!
From:maryrcrumpton
Date:September 4th, 2012 01:56 pm (UTC)
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Thanks.

Hope you are OK. Hippo mentioned that you have been having a tough time of it lately.

Mary x
From:tiggsybabes
Date:September 4th, 2012 04:01 pm (UTC)
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I'm not that impressed by O2 myself recently. I've happily been a PAYG customer for several years & decided to treat myself to a contract smart phone 2 years ago when I went back to work. That was all fantastic, but I then wasn't sure what to do just before my upgrade was due, so I went into an O2 shop to ask. I was told that they would arrange everything for me, we chose a handset, they set it up for me & I filled in forms & they did stuff on the computer. I was told that on the upgrade day, my existing contract would ba cancelled & my old number would transfer to the new phone.

I waited 3 weeks after the upgrade date & nothing happened, so I went back to the O2 shop when I was near it. They rang customer services who offered no apology & told me that I should have upgraded my phone on the phone to them & not in the store & that everything had been done wrong & why did I do it that way? Because the man in your shop told me to ...

I will happily go to a different phone company in 2 years time.
From:tiggerbrasilf
Date:September 4th, 2012 05:09 pm (UTC)
(Link)
T mobile are just as bad. Mine had a fault they said go to a shop. I went to a shop and this shop said it didn't do phone hire while it was away. I phoned them again and tried to find out if they could post me something, they said no. I asked them where my nearest shop was that could help and they told me that none of the shops in Manchester did it. The most I could get them to do was send me a returns bag so I could post my broken phone to them. I then had to go 2 weeks without my phone. Fortunately I was able to find an old one to use in the interim. Phone companies are beyond useless. My first ever phone just got replaced when it developed a fault, I don't see why they can't still do this...
From:maryrcrumpton
Date:September 6th, 2012 09:55 am (UTC)

@O2 fixed it - #disabled people CAN get faulty phones replaced!

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Big thanks to Danielle Schofield from O2 who has spoken with me this morning to finally sort things out.

She is posting me out a new Samsung Galaxy S2, to replace my faulty one (I should receive the new one within 3 working days she said). Then I can move the SIM over into the new phone and send my faulty phone back to them.

No need to go to a shop. No need to be without a phone. Sorted! :-)

If only Dev (or the email/twitter team) had simply done that in the first place! But still. Mistakes happen. Danielle apologised profusely for the catalogue of errors and said that there would be some re-training and lessons would be learned ;-)

Also, to compensate me for the poor customer service, she is giving me one month's free line-rental. And I have her email address so I can contact her directly if there are any further issues.

Whilst it is a shame it took so long for them to act in this matter, now that they have acted I am pleased with the outcome. I was really impressed with Danielle. Her handling of the situation has restored my faith in O2.

Thanks Danielle, if you read this.

And if Danielle's boss reads this, do be sure to give her a nice wedding present next week!

Mary x
From:doctorstewie
Date:September 6th, 2012 01:41 pm (UTC)

Re: @O2 fixed it - #disabled people CAN get faulty phones replaced!

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That's more like it :-)
From:acelightning
Date:September 6th, 2012 09:15 pm (UTC)

Re: @O2 fixed it - #disabled people CAN get faulty phones replaced!

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Well, now, that's much better!