I can't recount this blow by blow but daughter bought a new phone and plan at an absolutely unmatchable rate on Black Friday (26 Nov). She got the contract and they have taken the first payment (nearly £40).
The phone didn't arrive. After numerous calls they found it had been sent to their Brixton branch. After numerous calls they managed to get the Brixton branch to return it.
After numerous calls she still has no phone, and is being told by customer services that she needs to speak to Sales, and by Sales that she needs to speak to Customer Services.
In response to her requests to escalate, she has been told at least four times that a manager would call her back within 24 hours and this has never happened. Managers are not apparently available for them to pass a caller on to in real time.
One time they promised her a message, which duly came, and amongst other useless stuff said "if you still have a problem, please call this number" - and it was her own number!!
She has mailed the (supposed) CEO on some email address she found on t'web but no reply.
Yesterday she raised a complaint with the Ombudsman and also documented it to the Mail and Martin Moneysaving. (I am not sure that the Ombudsman will be interested as they have fairly specific issues which they get involved with)
When I say numerous calls, in total she has now called them 22 times and they have never called her. None of the calls has been less than 10 minutes and often the wait time is considerably longer. Each time she has to re-explain the issue, even (for instance) when CS have transferred her to Sales - though that isn't surprising, it simply adds to her annoyance.
She is going to keep trying but as it stands she is out of pocket for a device she hasn't received, and cannot get anyone to listen to her and take it seriously. And has spent many hours trying to resolve it. I've run out of ideas really, it is just startling incompetence and lack of care for their customers.
What would you do next?
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O2 - what would you do? new
O2 - what would you do? new