Advice for UK Consumers
Comment on O2
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Here is our old page of comments from o2 users, before we introduced our forum...
Comment: Your service is appalling. I am an on-line customer who cannot even send you my problems (no your existing Qs & As does not cover them) because your My Care mailbox is FULL) my only way to discuss your mistakes is to ring a premium rate number at 50p per minute. If you care at all about keeping your customers you will contact me personally. 01257 427910 (do not try my mobile on 07831 344793 you have cut me off for no reason)
Received on: Tue Nov 11 19:03:38 2003 from IP address: 62.30.37.8
From: Name (Email)
Comment: cellular operation dealing with O2 will punish you if you try to quit
my story is not about large sums of money . but about how an award winning mobile company 'best service provider!' is dealing with customer when they try to quit to another company .
the problem started when i decided to up grade my mobile contract. They asked for a strange request as i told them that there a tariff that is suitable for me and if they can offer me a similar tariff , and the answer was :of course we can but you must bring it in writing form the offering mobile shops!. so i spent an afternoon to get what they asked for with great difficulty , i told then about the offer and the answer was sorry we can't with no apology for wasting my time .
so i decided to quit . each time i call they refer me to a special officer spending long time to make me stay with the company with no logical back ground and i am paying for call which charge higher than the normal national rate. and they refuse to give me a conversion code to keep my number without a charge of 20 £ and it is well known that this code is provided for free .
so in the end i thought the fastest way to quit is to cancel my direct debit , so i did . next day my phone was off line , so i phoned then to confirm that, but they told me that that dose not cancel the contract and i am still paying, as well as that i need to cancel my contract in writing, so i told the officer that i will reactivate my direct debit, as i was already at that minute on line, entering my bank account , but the officer insisted that i don t need to do that as they will do it for me with no charge . 20 days later my phone was disconnected and later i got a letter for the company to inform that they will punish my by adding a ' administration charge ' without activating my account .
so i phone then to complain . they refuse to let me speak to credit control , or any manager or even the complain department which took another one hour on a highly paid call charge . and they ask me to call my bank because they said that they did reactivated my direct debit and somebody recancelled it . so i have to send another hour speaking to my bank just to know that cellular operations made a mistake by forwarding the same ref number .as they should send another ref number, and they lied about recancelling of the direct debit.
so i phoned the company, and they told me that some one must pay the penalty: you or your bank!.
so in the end i spend half a day on highly charge phone , in stress . paying for a disconnected phone . force to deal for another month with the 'award winning company for costumer service'who punishes the costumers for her mistakes .
kind regards
Received on: Sun Jul 20 18:54:34 2003 from IP address: 213.249.161.85
From: JB (Email)
Comment: Neal, with O2 you have always had to have credit on your mobile to make a call or send text messages even if they are within your free allowances. There is nothing you can do other than to top up - complaining won't help you.
A tip to all customers, even if you are not an O2 online(genie)customer just go to www.o2.co.uk/help and enter your mobile number. This will ensure that the information you see within help is tailored to your service (eg prepay/pay monthly, O2 Online or O2 UK, and will allow you to email customer care (to the correct department).
Neal, if you had done this, you will have found the answer to your question.
Received on: Tue Jul 8 21:10:55 2003 from IP address: 80.1.5.204
From: neal wyatt (neal_wyatt@hotmail.com)
Comment: i have credit on my phone and cant use it, i think that is bad as i have this offer of 200 txts for 9.99 a month and no longer want it and i cant ring them to take it off can some one help me with this problem please?
Received on: Tue Jul 8 15:42:30 2003 from IP address: 213.122.173.19
From: Mr. Gerard Smith (gedsmith@aol.com)
Comment: Congratulations and a big WELL DONE to YAHYA PATEL who did a terrific job for me on the afternoon of May 20th 2003. To cut a long story short, YAHYA spent a considerable amount of time on the phone to me and eventually resolved all of my problems and queries to my entire satisfaction. I understand YAHYA is based at Bury in Lancashire. His extension number is 64816.
Can O2 management please ensure that his tremendous customer service skills are recognised and maybe even rewarded. Thanks YAHYA. "You're the man".
(Please ensure YAHYA knows I provided this feedback). Thank you.
Received on: Tue May 20 15:58:28 2003 from IP address: 20.138.1.245
From: becky (eckycockle@hotmail.com)
Comment: i would just like to say that i thinks its stupid that you do not allow us to top up £5 on your mobile. a lot of people can't afford £10 all the time. some people like myself only get £5 a week, and its hard to save up. other mobile services allow £5 top ups. i have spoken to many people about this issue i am raising, even people who work in my shop agree with me, please listen to what i have said and do some thing about the issue raised.
Received on: Fri May 16 20:55:04 2003 from IP address: 195.93.33.10
From: nigel carson (o2@go2resort.com)
Comment: Hi, I've made a website about how O2 treated me when I tried to buy a phone of them. Basically they took my money and didn't send my phone. Don't be fooled into buying from them online.. checkout http://www.o2.go2resort.com
Received on: Thu May 15 15:20:36 2003 from IP address: 217.148.41.103
From: mr parker (brentusparker@hotmail.com)
Comment: if anyone from o2 rings up and offers me another phone deal,talks over me while i decline the offer or insults my wife when she declines their offer and then shouts at her and slams the phone down on her i will be putting a formal complaint in! you are a bunch of arrogant,annoying @?+$!*~ muppets.just don't do it!!!!!!!
Received on: Sun Apr 20 00:35:34 2003 from IP address: 195.92.168.165
From: Jemma (14) (jemma.louise@btopenworld.com)
Comment: I have set up an account on o2. I have been receiving 100 free messages a month. Which I find very useful. I have just signed into the o2 website and I found this message "Reduction in Free Messages
From 1st April, the number of free messages available per user per month will be 10" I wondered if this would affect me as I think stated it would only affect a minority. Recently my best friend moved to France to live and using 02 free messages is one of the only available options on which we can keep in touch without it costing a fortune, we and many of my friends feel that 10 messages a month is not really sufficient and we were wondering if there was any chance that the number of messages a month would increase because I am sure many other people feel the same way about this!
Could you please give me any information on the subject?
Thanking in anticipation of a favourable response
Jemma
Received on: Fri Mar 21 21:29:00 2003 from IP address: 81.131.184.45
From: Fed up (Email)
Comment: Have a look at this URL
http://www.bbc.co.uk/watchdog/reports/computersandcommunication/index.shtml?subcat=btgenie
Watchdog are well aware of o2/genie!!!!
too bad o2 don't seem to care
Received on: Thu Mar 13 11:43:21 2003 from IP address: 213.121.212.121
From: charl (notoo2@hotmail.com)
Comment: i am unable to contact them in any manner other than on the 50p a minute line regarding why they are billing me for an account they failed to cancel correctly. i am either going to commit suicide or go to London and take a baseball bat to their offices. if anyone has the name of a contact i can use to get a response from head office would they PLEASE email it to me. i have written over 16 letters to them and had only one response that gave me five days to reply (when i had moved house), two months after i wrote to them. i hate them more than you will ever know.
Received on: Thu Mar 13 11:06:11 2003 from IP address: 193.108.72.47
From: Scotty (Email)
Comment: I received a text from o2 telling me i was eligible for a handset upgrade and o ring 2550 free from my handset. I did, and ordered a Nokia 3510i, and was charged £99.00 for this handset. I still have not received the phone (although I have paid for it) and no one at o2 Manchester has a clue what they are doing. They have given me the run around. They even tried to tell me I was ringing 2550 from a land line (is that even possible?????) Basically I received an unsolicited text asking me to upgrade my phone which I did and o2 have failed to deliver. anyone else have this problem?? T-mobile is looking like a much better option!
Received on: Thu Mar 13 10:47:41 2003 from IP address: 213.121.212.121
From: wheelieBin (WHEELIE_WHEELIE@HOTMAIL.COM)
Comment: I was wondering if anyone out there could help me? i received a "sales call" this evening via my mobile from some plonker called Simon from o2 in Manchester, i am on T Mobile (pay as you go) i told him i was not interested in the contract and asked how he had obtained my details - he hung up, i have looked on the 02 site to find out how to contact them ....but it's crap (and that's being polite) basically i want to complain, i don't want bloody sales people mithering me on my mobile ...can anyone help ?
Received on: Wed Mar 5 18:20:25 2003 from IP address: 81.97.118.29
From: Richard Growcott (bigjester@bud2002.fsnet.co.uk)
Comment: I have just cancelled my orange contract as i have seen the offer of 500 free texts per month on ONLINE 500 OFF-PEAK tariff.
Trouble is,i get turned down for it, a mobile phone tariff of all things, because my credit rating isn't 100%!!!!
You show me a person with a 100% credit rating. I have never had any problems with my recent mobile company ORANGE who i have been with for 2 years. I never once missed a payment with them and it was always on time!!
Personally i thinks it stinks that i cant even get a damn mobile phone!!
I would never recommend this company to any one, even the customer service stinks!!!!
Received on: Tue Mar 4 18:26:18 2003 from IP address: 195.92.168.171
From: blank (blank@yahoo.com)
Comment: I have been trying to cancel my contract with 02 for ages... I got the phone when they where genie mobile, my years contract was ap almost a year ago, I have been trying to get them to switch off my phone, yet I keep getting my monthly bill and YES my phone is still running! The latest date they gave me to cancel my phone was the 12th Jan 2003 it is now the 16th and YES my phone is still running. I did phone them on the 12th to ask why my phone was still on, the guy said their must have been a fault in the system because my account is still active, but he did say he found the notes to say it would be cancelled and then said he would put it in writing to make sure it definitely gets switched off, SO WHY IS IT STILL ON???? I cancelled because I cant afford the monthly bills yet I am still having to pay them... NOT A HAPPY BUNNY!!!
Received on: Thu Jan 16 14:09:37 2003 from IP address: 139.133.7.37
From: Chris Baigent (the.baigents@ntlworld.com)
Comment: yes, we are all having problems. I should have read comments before I ordered a phone. Waiting for transfer of old number to go o2, Vodafone been cancelled, blank telephone!!. Yes, have now waited 4 weeks. you're right, no-one rings back nor answers back. Yes, it has cost me a fortune on 50p a minute line. Yes I think that BBC Watchdog should start reading all these. I have a huge letter of complaints and no-one to send it to or fax it to. Anyone any ideas??
Received on: Wed Dec 18 23:54:53 2002 from IP address: 62.252.0.6
From: sarah (sexysl55@hotmail.com)
Comment: well I'm so pissed off i got a bill saying i owe o2 £200!how that can be possible i don't know seen as i haven't even used a o2 phone or even agreed 2 a contract with them can any one help me as i cant find a telephone number to contact them.
Received on: Fri Nov 22 00:06:34 2002 from IP address: 195.92.168.166
From: Namejohn honey (Emailjhoney@blueyonder.co.uk)
Comment: I have yet to be able to access or view a bill on line. I do not believe the charges that are claimed. It is impossible to contact these people unless you have several hours to spare and then they can't help you. This is the worst on-line service of any type I have ever come across. I am taking there automatic acknowledgement of my email cancelling the contract as confirmation of receipt although I know they never read the emails.
Received on: Thu Nov 21 20:57:45 2002 from IP address: 62.31.224.2
From: Simon Harris (whitegold@nospam.mcmail.com)
Comment: Mine was the first comment on this comment site......... and I am pleased to report that the £200 deposit I was chasing back in April, has finally been refunded! In fairness to O2, I have allowed various geps in the process due to my own inactivity, ie 4 weeks away from work/hols.
However, the method of achieving the desired result is as follows:
1 contact O2 via 50p a min rip off line.
2 State your complaint calmly and clearly.
3 Try to speak to the relevant department. (Accounts in my case)
4 Get someone interested at their end.
5 From then on, use fax addressed personally to your contact in O2.
6 Persevere, and be prepared to go round this loop more than once.
I'm quite satisfied that Cellnet (allright, O2) coverage is a better bet Nationally, than others, so it's a shame about the customer services.
Now................. does anyone know how to make pop3 mail work on a T68i????
Best regards to all
Simon
Received on: Wed Nov 6 12:32:07 2002 from IP address: 193.113.119.229
From: Matt (matt9569431@hotmail.com)
Comment: As tariffs go I hate to say it but O2 are one of the better companies. When it comes to customer care, they stink. I can never ever get through, when i do its 50p a minute. Whenever i phone its due a problem that is their fault and because they never ever reply to my emails i have to resort to trying to phone them. I can't view my bill, have they replied to my emails to help? NO! I requested an upgrade for my tariff and mobile, after 4 months did i get an email? NO ! I phoned the upgrade line and ordered a new phone and changed tariff. Has the phone arrived? NO..........As u can see, I'm not happy at all.
Received on: Tue Oct 22 19:39:47 2002 from IP address: 62.30.112.1
From: Withheld (withheld@mail.com)
Comment: Now Someone has your bank details, and O2 wont do anything about it, except for cancelling your contract and they wont apologize
Received on: Thu Oct 17 09:59:39 2002 from IP address: 193.63.48.48
From: Withheld (withheld@mail.com)
Comment: Don't trust O2
READ THIS
http://jibble.org/o2/
http://www.theregister.co.uk/content/archive/26200.html
Received on: Thu Oct 17 09:57:39 2002 from IP address: 193.63.48.48
From: Daniel1970 (myng@dsl.pipex.com)
Comment: More than happy with the service and pricing structure etc. Just wish they would get a decent website that worked properly and an email to text facility that worked reliably (even if it did mean paying a couple of quid extra every month).
Received on: Thu Oct 10 18:13:53 2002 from IP address: 81.86.211.47
From: gemma (gemmabrough@hotmail.com)
Comment: i cant txt on my mobile and i don't know why.when i phone 02 they just put me on hold!!!!!!!!!!email me if u know what 2 do here's my email address-gemmabrough@hotmail.com.
p.s I'm only 12
Received on: Thu Oct 10 13:48:39 2002 from IP address: 213.38.133.226
From: Paul Hudson (ph@centurian.net)
Comment: Well I would be able to comment if my new O2 mobile actually worked. Just bought it, charged it up, inserted the SIM, turned the mobile on, then there appears to be no service. I contacted O2 and they say there is a problem with T100 mobiles accepting the O2 SIM cards. I hope they sort it soon or I will have no choice but to use a different network if I want that particular mobile phone model.
Received on: Tue Oct 8 12:15:18 2002 from IP address: 62.254.128.6
From: april (april.tones@virgin.net)
Comment: o2 is awful! it was brill when it was bt. me and my boyfriend have genie sim cards, pay and go with the free texts every month. they keep on messing with the dates when we get them and sending silly texts like top up to keep this months text when you topped up week ago! they threaten you with all sorts of little scams!the latest is when you send a text it wont send and beeps saying not sent this time! in actual fact it does send so you don't realise and do it again which is costing you your free texts or credit. this has been happening loads to others too! or we will get texts on the night from morning when our message boxes are full! sort it out
Received on: Mon Oct 7 23:44:41 2002 from IP address: 62.255.32.7
From: samanthamanning199@hotmail.com (Email)
Comment: o2 is a really good company i can't thank them enough when i have a problem they sort it quickly
Received on: Mon Oct 7 14:40:37 2002 from IP address: 213.38.130.42
From: vicki smith (vik_smith@hotmail.com)
Comment: Oh my god! Having an identiy crisis, got a genie sim card, top up with o2 vouchers, but can't be assisted through o2 customer service because apparently I'm not a o2 customer. Try to locate the genie website and directed to the o2 website. Again, customer services at o2 can't help but they can give me another phone number that is constantly engaged. No nice message telling me what an important customer I am, just beep beep beep 24/7. Done more research than for my university dissertation to discover why I haven't received my free text messages this month. Still makes no sense, and can't work out when they'll appear, if ever. The futures bright....
Received on: Sun Oct 6 15:44:45 2002 from IP address: 62.31.64.2
From: Pauline Smith (posmith99@hotmail.com)
Comment: The new pre pay tariff system is an absolute scam, customers were not informed and I have spent days trying to find out why I hadn't received my text message allowance for this month. Customer service is appalling
Received on: Sun Oct 6 15:16:34 2002 from IP address: 62.31.64.2
From: paul small (paul@small1468.co.uk)
Comment: access to wap and your account on line is a BIG problem
Received on: Sun Oct 6 05:54:47 2002 from IP address: 195.92.194.13
From: umiran (u_m_i_r_a_n@hotmail.com)
Comment: i have been on GENIE for over a year, ever since they turned into O2 its been pure cack, i have had my bill rise to over 500 pounds because they did not credit me for my free texts and WAP and Calls and then 4 letters from DEBT collection agencies even though i had paid the right amount (240) saying that i would be getting taken to court?!?!?! and they keep trying to take out 240 pounds making my direct debt bounce and making me get charged 25quid by my bank.
Received on: Fri Oct 4 18:19:09 2002 from IP address: 62.254.64.6
From: grant (Email)
Comment: I think that the customer services at the mo is really crap, i tried ringing got kep in a q for about alf an hour!!! i tried using the internet site to answer my question but that's just as crap, because they don't hit the points that are actually important, all o2 is tryin to do is get as many customers as they can, but then they cant even answer all are questions, when we need them answered, if ya want my advice don't use o2!!!!!!!!!
Received on: Tue Oct 1 20:53:33 2002 from IP address: 195.93.48.12
From: Craig (bigyellowfunbus2002@yahoo.co.uk)
Comment: O2 customers services really really suck, I've tried to call them on several occasions and couldn't get through. Its all well and good telling me that my call is "important" but its obviously not important enough for them to answer any time soon. Sort yourselves out O2 or your going to be losing this customer and probably a whole load more pretty soon. Very unimpressive.
Received on: Tue Oct 1 14:23:39 2002 from IP address: 138.37.206.230
From: Name Gary Macdonald (Email)
Comment: What a complete shambles O2 are!They don't reply to your e-mails they don't answer the phone if they do they want to charge you 50p a minute. O2 must rank as the number 1 all time worst customer service department ever. Infact I am beginning to wonder if this department exists ? This company is a complete joke!!
Received on: Fri Sep 27 12:45:07 2002 from IP address: 62.254.128.6
From: Rachael Burley (rachael@burley@hotmail.com)
Comment: O2's customer service is absolutely disgusting. My sim card stopped making calls three months ago, I have contacted O2 by e mail several times to which I get the automated response that they will deal with me shortly. I have had no contact from them at all. I would like to add that they have continued to take my line rental throughout this time. They offer good deals but when things go wrong, due to their own fault, they are no help at all. The only option left available to me is to call their customer services which is 50p per minute, however it is difficult for me to do this as my mobile will not make calls! The next time I geta mobile it will not be with O2
Received on: Thu Sep 26 13:34:14 2002 from IP address: 213.121.212.121
From: Gulam Zilani (zilai@o2.co.uk)
Comment: You wont believe this. I recently bought a new PC, so I needed to reconfigure outlook express to download my emails. You would think this info would be available on their website. But oh no! Any search relating to that would end up in results pointing to sales of their new mobile phones.
I had tried a number of times to call the customer services, only to discover that the plonker on the other line has no idea what I was talking about. Not only that I was kept on hold for about 10-12 minutes, until some else picked up and had informed me that that idiot who received my call went on a BREAK! Leaving me on their 50p a minute CSA Line.
Nothing wrong with their network services, its their Customer services which appalling!
Received on: Wed Sep 25 11:39:57 2002 from IP address: 194.201.98.210
From: Alan Nye (alanye@btopenworld.com)
Comment: I have tried to telephone O2 customer services periodically over the last two days and got a permanent busy tone. Usually I get "We are experiencing excessive call demand, please be prepared for a (long)wait".
How about gearing up to the service level that your customer base deserves?
Received on: Tue Sep 24 11:49:13 2002 from IP address: 213.121.212.121
From: Annette (peanutbrain@hotmail.com)
Comment: Does anyone have the address for BT Genie so I can cancel my contract? I don't fancy paying 50p a minute to wait God knows how long before someone answers my call (used to be a fast service). O2 address isn't the same one apparently. Anyone had the same problems?
Received on: Wed Sep 18 14:49:24 2002 from IP address: 130.88.209.13
Date: Sat Aug 31 00:23:48 2002
From: Dave (Email)
Comment: Genie GOOD
O2 BAD
Worst website ever, worst telephone support ever (especially for 50p/min)
Damn these mergers.
Date: Wed Aug 28 21:40:53 2002
From: Gavin Smith (deux_et_machine@hotmail.com)
Comment: Possibly the worst customer services in the entire industry. Here is a story.
1. Genie becomes O2.
2. I have to REGISTER with 02 to view my bill.
3. I register. It crashes.
4. I login, I am not registered.
5. REPEAT steps 3 and 4 some 20-30 times.
6. Go to Germany. Rack up big bill.
7. Go to website. Repeat steps 3-5 some 20 times.
8. Check bank account online
9. Find out they tried to take 70 quid. Online agreement was 20 quid max.
10. Payment bounces - 1 day before pay day. Though 50 quid in account.
11. I get charged 17.50 returned direct debit. Blood pressure rising.
12. I try the website. Everything crashes.
13. I try phoning, I get 02 but NOT get this the 'REAL 02' so I have to phone someone else.
15. For 50 PENCE a MINUTE I have to talk to some stupid ill educated nobody who cannot help me and wants me to email them.
16. I explode down the phone my last words being 'thankyou, you have been most unhelpful'
17. I got the WRONG email address from them.
18. I can't get in touch with themas the online contact form crashes.
19. I cancelled the direct debit.
20. Threw the phone in the bin and warned the bank on pain of instant death that if any money shall part from my account to 02 I shall endeavour to rearrange the bank manager's office with bits of his insides. He promises solemnly to do as he is told.
21. Bought an Orange pay as you go.
22. Lived happily ever since.
DO NOT USE 02 DO NOT USE 02 DO NOT USE 02 DO NOT USE 02 DO NOT USE 02
Thankyou.
Date: Wed Aug 28 20:19:46 2002
From: Lydia Dury (lydiadury@hotmail.com)
Comment: Contacting customer service at o2 on-line is the worst I have ever encountered for any organisation. The local o2 shop tried for 4 hrs without making contact. I shall be trying again tomorrow by telephoning the head office and trying to speak with someone in authority. I do not expect to succeed.
If you are considering using 02 on-line, my advice is go elsewhere.
Date: Wed Aug 28 11:21:31 2002
From: Matt Hayman (anon100@hushmail.com)
Comment: This company are a disgrace, do not use them under any circumstance, don't be tempted by the free text offers like i was.
I signed up for the online sim only deal and got the sim no problem but i wanted to port my number from Vodafone/Singlepoint so i used the online e-mail facility and got nothing. Since then I have e-mailed them 4 times, rung the ludicrous 50p a minute customer service line 3 times (and been told twice it'll be fixed).
The final insult as I now try and terminate with them is that the number to tell them you've seen sense (sorry, wish to terminate) is permanently busy, I have been on hold for 20mins on two occasions and 5 mins (my patience was wearing thin by now) on 3 separate occasions... IN THE SAME DAY.
This company should have a licence taken away by OFTEL, they are the epitome of shoddy customer services. USE THEM AT YOUR PERIL!
Matt.
Date: Mon Aug 19 16:37:06 2002
From: Andy (pretend21@hotmail.com)
Comment: Major problems here, mostly to do with trying to get wap services and email. I have one of those new Nokia phone/camera doohickys and thought this would be good to email snaps to my O2 email account. This doesn't seem to work and I have loads of pictures that I can't get off the handset. Tried ringing customer support .. hmmphh, tried sending email hmphhh... so far not very impressed with O2's version of customer support!
Date: Mon Aug 12 19:04:51 2002
From: Simon (simon_goble@hotmail.com)
Comment: Genie seems all well and good, until you try and get hold of them.
The offer of 'unlimited msgs' was SO appealing, it was impossible to resist!
after a while, i was migrated to the ANYTIME 600 (600msgs).
I could cope with this......just!
But when trying to upgrade to a handset, i was told that O2 isn't simply O2.
O2 is split into O2 ONLINE, and O2....which means that you cannot upgrade through a shop....and HAVE to upgrade online.
This would be fine, if they offered decent handsets, or at least a range comparable to those offered in shops such as PHONES 4U, or CarphoneWarehouse?!
sadly they do not. When they offer you a number to call, it really gets your hopes up.....but as it has been pointed out before, getting through is close to impossible! I'm sure when you manage to get through, its fine....but nobody will EVER know, if nobody can?!
My patience is running out.
Date: Mon Aug 12 11:23:11 2002
From: anne guy (aanneguy@aol.com)
Comment: I AM VERY DISAPPOINTED IN THE SERVICE YOU ARE PROVIDING TO YOUR CUSTOMERS I JOINED WHEN IT WAS BT CELLNET BECAUSE THEY GAVE A GOOD SERVICE BUT NOW IT IS TERRIBLE FIRST OF ALL I PUT IN FOR THE DEAL YOU HAVE GOING FOR £4.99 FOR INTERNATIONAL CALLS AND WAS TOLD ON 3 DIFFERENT OCCASIONS FROM THE CALL CENTRE 2424 THAT IT TAKES UP TO ONE WEEK AT THE MOST WELL THAT IS NEARLY TWO WEEKS AND STILL NO FURTHER FORWARD THE LAST TIME I PHONED 2424 THE PERSON ON THE LINE TOLD ME I WOULD HAVE TO CONTACT CUSTOMER SERVICE I ASKED HOW MUCH DOES THAT COST HE SAID ITS FREE ,APART FROM TRYING FOR DAYS TO GET THROUGH TO YOUR CUSTOMER SERVICE THE LAST TIME I HELD ON FOR 30 MINS AND RAN OUT OF MONEY WHICH I THINK TERRIBLE I HAVE SPOKEN TO OTHER 02 CUSTOMERS AND THEY HAVE AGREED THAT IT IS TERRIBLE BECAUSE THEY CANNOT GET THROUGH TO CUSTOMER SERVICE THE SERVICE FROM 02IS VERY POOR.
Date: Tue Aug 6 12:20:36 2002
From: James Dey (james_dey@hotmail.com)
Comment: I would agree with Hannah's comments. I made a complaint to O2's customer service about the network coverage at my flat deteriorating 2 months ago. I initially phoned after spending ages searching the website trying to find phone/email details. I spent a lifetime getting through to be told to switch my mobile off and back on again. This achieved nothing. When I rang back, I was informed where the mast was, so walked within line of sight of it until I finally got a decent signal. Complained to customer service again who ignored it. Then emailed them - no response, emailed them again - no response, emailed them after complaining to Trading Standards - no response, emailed them with copy of Oftel complaint - received response saying they were committed to excellent customer service, and nothing more. Emailed telling them that I was going to cancel my subscription - response asking me to contact them urgently! Unfortunately directed me to their queuing system where I could spend half a day, so I emailed them back asking them to ring me - you guessed it no response. As a point of note, O2 subcontract their billing provision to Singlepoint4U who have a notoriously large number of complaints. The reason for the subcontract is so that each firm can pass the buck.
Date: Thu May 2 12:27:22 2002
From: James (james.addison@simply-travel.co.uk)
Comment:
I am on the 600 free txt msgs a month and genie (without any warning what so ever) billed me £131 giving me NO free msgs this month what so ever. What a bucket shop - cancelling right away. Their customer service line is 50p a min. You have to laugh really! Orange were a rip off with their txt msgs but they never did anything like this to me.
Date: Fri Apr 26 09:37:35 2002
From: Hannah Tempest (indierocks@yahoo.com)
Comment: I warn you all. DO NOT BE TEMPTED TO JOIN GENIE.
I joined in December and since then have experienced nothing but problems.
I requested a number transfer when I joined and it took them 3 months to sort it out. When it finally happened I got no apology or compensation for the inconvenience.
Also, it takes the customer care staff a week or more to reply to emails, something which I have had to get used to. They are very efficient in taking your money off you but not so keen when it comes to sorting out problems. They are generally unhelpful and really don't seem to care when you complain. I sent them a complaint via the post (after my complaints via email were ignored) over 2 weeks ago now and have received nothing.
Another problem - My phone is faulty and freezes frequently. I contacted Genie and after a lengthy wait for a reply, I was told that it was not their problem and gave me the telephone number of a repair company.
These are just a few of the problems I have endured. The free texts, calls and WAP aren't worth all the trouble I have had.
If I could end the contract now, I would do.
Date: Thu Apr 25 00:48:00 2002
From: Gazza (ukgazza@talk21.com)
Comment: There is 1st class customer service and then there is Genie. I can not praise these guys enough...I am very impressed. I have been with them for just over 12 months now, and never a single problem. I really wanted a Nokia 8310 so gave the upgrade section a call. The guy was very very helpful indeed. I even got £20 knocked off the price of the phone. This conversation and transaction took place late morning on Mon April 22nd, the phone was delivered on the evening of Wednesday April 24th.
Now that's what I call customer satisfaction.....well done Genie.
Gazza...
Date: Thu Apr 11 12:47:29 2002
From: Jonn (Jonn@nospam.phreaker.net)
Comment:
THE UPDATE!
So i get a phone call today from Genie....
1.Apologising for the delays.
2.Apologising for the service.
I was stunned.....ok admitted i had to explain the whole problem again....but The Guy (Name of Bubsy)was very understanding and said he'll call me in 30 Min ( I've heard that before ) I GOT A PHONE CALL WITHIN 20 MINS!!!!!!!
saying all the screw ups on my mates sim would be sorted and both me and Mate would be credited with 10 each for the inconvenience......call ends....
Then get a call back from the Mighty Bubsy( Get This ) Asking if the sim was updated and if we'd got our free credit....
I spent a good 5 months trying to get this sorted and in ONE day in TWO phone calls I've got every thing sorted....This is what i wanted in the first place....I was ASSURED this is how Genie are gonna be dealing with customer problems from now on ....And let's face it Customer Service was the only thing Lacking ( I My Mind ) I'm gonna go back to recommending Genie again...
oh, and if Bubsy's Reading this.......STAR!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! get your boss to read this, i think you should get a promotion!
Date: Tue Apr 9 10:06:29 2002
From: Jonn (jonn@phreaker.net)
Comment: Ok i sent off for 3 free sims in geniesXmas offer i got emailed....so my mates get the card ....all using them..
Then The problems started....one of the sims stopped working ...so my mate rings Genie.....after waiting to get thru and after sending e mails.....gets told he doesn't exist ....So he gets told i have to ring .....i tell the same story I've written above to 5 different 'Assistants'all of witch say a new sim will be sent that if you put 10pounds of credit on it the old number gets transferred...
This take another 5 calls over 6 weeks...
The sim arrives....
My mate puts the 10 pound on the sim....Rings genie and gets them to change the number over....Within an hour the new sim goes dead....
that was 4 weeks ago....
I've made repeated calls to be told
1.The computer are down
2. the net work is down (Even though my mates phone next to me is working...)
3. we'll call you back(The old Fave...)
Date: Thu Apr 4 16:12:25 2002
From: Simon(whitegold@mcmail.com)
Comment:
There's no doubt that Genie offers fantastic value for money, BUT the customer service via e-mail is just about useless.
At one time it was possible to speak to a CSA at 0870 rates, but this has now become an 0990 contact at 50p per minute.
The stock answer to any e-mail enquiry comes as an automated reply, pointing you back to the help page on the mygeniemobile site that you have just used to send your query.
I managed to get 2 numbers transferred from my previous provider last year, but it took 3 faxes, many e-mails both from home and work, over a period of 8 WEEKS before the changes were completed.
I suspect that it may only have been my improper use of my PLC employer's fax header that eventually swung the deal, and also an apologetic call from GENIE, promising a waiver of my first 8 weeks rentals. Needless to say, this never materialised.
This years challenge has been my attempt to reclaim the £200 deposit that Genie demanded for International roaming last year.
The moves go like this; I ring Genie, asking for a refund, they request an e-mail, giving the details. I send the e-mail, receive an automated reply, pointing me to the help site. Nothing happens. I ring again at 50p / min, and go round the same loop again (and again!)
I've recommended Genie to others, but always with the caveat, "...their e-mail customer service is rubbish!"
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