have O2 made a call that rubbish customer service pays?

I know I go on about consistent brand delivery across all customer touchpoints a lot, but below are some edited highlights from a 30 minute long online Live Chat between O2 and my sister (whose new phone doesn’t work and who would rather have called them but gave up after 2 ½ hrs on hold…) that rather proves my point.

Two and a half hours on hold and 30 minutes online to sort a faulty product. There’s got to be a better way, right?  But my sister’s experience is hardly unique.  Is it just that in the race for the lowest handset and airtime rates, the phone companies have decided that we’ll put up with a completely rubbish customer experience if the price is right?  After all, my sister is locked into a new contract for 12 months so she’s not free to switch to a competitor anytime soon.  Have O2 et al discovered that putting limited resources into customer services that results in negative customer experiences doesn’t actually impact on market share or profitability?

You’re through to ‘O2 : Aviral’
Sister: Hi, I was recently sent a new phone but it’s not working.
Aviral: Hi,can I get your full name and mobile number?
Sister: [gives details]
Aviral: Can i get the sim serial number on the back/flip of your new sim card?
Sister: [gives details]
Aviral: Just a moment please.
Aviral: While I’m checking that for you, you might find this useful. You can get discounts and offers in your local area for being an o2 customer, at places such as Pizza Hut, Odeon Cinema etc. All you have to do is text the word ‘moments’ to 2020.  For up to date offers, please visit: o2priority.co.uk/Moments
Sister: That’s ironic as my phone currently won’t text!
Aviral: I have activated the sim card for you, as for the security of our customers account we don’t send preactivated phone and sim card, as it can be misused. Hope you understand,.
Sister: There wasn’t a problem with the sim
Sister: The sim seems to be fine
Sister: The phone isn’t working
Aviral: Please remove the sim and reinsert it after cleaning it with a  soft cloth, it’ll start working.
Sister: Hi, please can you explain why you are so convinced it is the sim?
Sister: The phone crashes regularly
Sister: while in use
Sister: Please can you advise how I can send it back and get a replacement handset
Aviral: sure, Please be online while I connect you to my return and repairs team and they’ll help you with it.
Aviral: While I’m checking that for you, you might find this useful. You can get discounts and offers in your local area for being an o2 customer, at places such as Pizza Hut, Odeon Cinema etc. All you have to do is text the word ‘moments’ to 2020.  For up to date offers, please visit: o2priority.co.uk/Moments
Sister: As mentioned before I cannnot text so the above marketing message is not appropriate
Aviral: I am sorry but it’s system generated

She eventually got transferred to the Returns and Repairs Team, where it then transpired that they wouldn’t deliver a new phone except to my sister’s house (she’s away) or divert the number to another phone without texting her current phone, which won’t open texts without crashing.  To top things off,  02 then switched off the sim, which was the only thing that was working fine.  It was all eventually solved by my sister getting upgraded to a Supervisor and doing a LOT of explaining and complaining about all the above.

I think she might have had more luck tweeting O2:

tweetre02customerservice

source

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