@02 won't replace your faulty phone if you are disabled?

[maryrcrumpton]

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

Comments

phone problem

[anonymous]

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.

Re: phone problem

[maryrcrumpton]

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.

[acelightning]

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."

[maryrcrumpton]

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

[acelightning]

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.

[twangman]

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.

[green_knight]

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!

[maryrcrumpton]

Thanks.

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

Mary x

[tiggsybabes]

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.

[tiggerbrasilf]

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...