O2 - You have let me down. I was a happy loyal customer..and now I am just frustrated and ready to go elsewhere...
Well this has been fun. I am currently in the market for a new phone and wanted to contact o2 to discuss what they could offer me. I am currently on pay as you go so phoning would prove expensive and I would prefer to take my time to think about things. Therefore I emailed O2 to see whether they could help.I got a generic response that told me to use livechat..so I did. what follows is quite probably the worst customer service I am yet to experience. I have had useless people before, but all I was after was an email address. there is no way it doesn't exist. Even if it doesn't, where is the offer to get someone to call me, the evidence they actually read what I was writing. The deal on offer in the first conversation clearly isn't suitable for what I want.
I actually work in marketing so I understand the importance of providing a good experience to your customers. I also understand the power of loyalty and brand goodwill. This is the first time I have had cause to complain about o2, and I am sharing it on my blog and social media. In the past I have only ever had good things to say. Because of an incredibly shoddy online experience from what presumably is a online customer service centre not based in the U.K, relying on people largely working from scripts, my opinion of the company has been damaged, and the chances of me switching to another network much increased.
I am a methodical online consumer, I like to take my time to anaylse the best deals available to me, hence the desire to deal with things via email. Online chat takes too long, and to contact them via phone would cost me quite a lot, as I currently only have a pay as you go phone. What is more I am not going to make a snap decision and purchase something which will ultimately cost me over £200, but would o2 try and make things easy for me, well...see for yourself.
info: Welcome to O2. Someone will be with you soon.
info: You're through to 'O2 : Alpha'
O2 : Alpha: Hi I'm O2 : Alpha. How can I help?
Anthony: Hi, I am trying the live chat after failing to get an answer via email. Essentially I am looking to get a pay monthly phone.
O2 : Alpha: I will check it for you.
O2 : Alpha: So, you want to opt for a new contract with O2?
Anthony: in addition to my pay as you go phone yes
O2 : Alpha: Okay.
Anthony: the reason i was writing to 02 was that as a loyal customer I was keen to stay with them for a pay monthly deal, but that ultimately other places offered better deals. Is it okay if I paste the content of the email?
O2 : Alpha: I will transfer the chat to sales team and they will help you with the best possible deal.
info: I’m just going to transfer you to O2 Shop.
info: You are now chatting with Chloe at O2 Shop.
Chloe: Hi there. My name's Chloe I am an O2 Sales advisor, how can I help you today?
Anthony: Hi Chloe, I am currently an o2 pay as you go customer and am now looking to get an additional phone on a pay monthly deal
Chloe: I'll be happy to help you with that.
Chloe: There are a few options, so is it alright to ask a few questions to find the best deal for you?
Anthony: If possible I would quite like to copy and paste an email I sent o2 as this might be the quickest way. This includes my requirements and ultimately why I am contacting o2, would that be okay?
Chloe: Yes please.
Anthony: Okay: Original Email Below
Anthony: I am essentially writing today because I am interested in getting a new pay monthly phone and would like if possible to stay with O2. This would be in addition to my existing pay as you go sim with o2. I have actually been a pay as you go customer for what must be nearly 10 years now, as well as a home broadband and phone customer for the past year. I have always been impressed with O2 when dealing with them in the past and therefore it has been the first place I have looked when considering a new phone purchase. Unfortunately, having looked at what is on offer in your online shop I have struggled to find the right deal for me. Comparing, sites such as phones4u and carphone warehouse have more closely matched my requirements but I thought before switching provider I would contact you directly to see if you can offer me a great deal which would allow me to stay with o2. So far I have been leaning towards something along the lines of : http://www.phones4u.co.uk/shop/shop_contract_details.asp?ItemKey=565785&MPItemKey=607332&NetKey=4#offer_details or http://www.carphonewarehouse.com/buy/SAMSUNG_GALAXY_S_3_MINI_PA26T_S7TW?intcmp=HP_Nov_S3miniTab2 , although neither of these match completely with what I am looking for. I did actually also like the look of http://www.carphonewarehouse.com/buy/SONY_XPERIA_MIRO_ZA4DY_XBHP which is with o2, but would prefer a newer phone model and if possible to spend under £25 per month. Basically I would be interested in knowing what you can offer me to stay with o2 and whether you can match or even better the above deals. To help I have put a few of the things I am looking for below. - Contact length ideally 12 - 18 months - Ideally less than £25 a month - 300 + minutes - 300 + texts - Free landline calls - Good Data Usage ( As an online marketer I use my phone a lot, checking emails, websites, analytic data and sometimes watching videos and managing social media) - Phone model flexible but particularly interested in the newer sony Xperias, samsung galaxy s III, htc desire X or a nokia lumia 820. Ultimately though I am pretty flexible and would certainly be interested in other models if they fitted my needs. - A free gift would be great and is certainly an important factor for me. My x-box 360 recently broke so looking to buy a new one in the near future. A tablet would also be useful for work, and I understand some places even offer laptops, something I need to replace soon. X-box is probably priority. I would be interested to know what you can offer me that matches the above requirements. There is certainly flexibility on most of the areas for the right deal so I look forward to seeing what you can offer me. My partner is also coming to the end of her contract in a few months time, so assuming you can offer me a fantastic deal I would certainly be pressing her to switch to o2 as well. I hope you are able to help me and that I can stay with o2 for the foreseeable future.
Anthony: Please feel free to take your time :)
Chloe: Please allow me a minute to read above.
Chloe: Thanks for waiting.
Anthony: no problem
Chloe: I have checked your above chat.
Chloe: Just to confirm can you tell me that now which phone you like to know the deal?
Anthony: can you rephrase the queston
Chloe: Can you tell me which phone you looking for?
Anthony: Not looking for a specific phone, just one that matches the above requirements.
Chloe: You are pay and go O2 existing customer, right?
Anthony: correct
Chloe: we have a excellent offer specially for pay and go customer to move to pay monthly for 12 months phone contract.
Chloe: Let me help you with the deal.
Anthony: okay, can you keep your phone with pay and go as well with this deal?
Chloe: Yes you can keep your pay and go phone and you will get new phone on contract.
Anthony: okay, tell me about the deal.
Chloe: Sure please allow me a minute.
Chloe: We are offering Sony Xperia miro free phone on £16 a month you will get 200 minutes and unlimited texts with 100MB data.
Chloe: Actual charge of this tariff is £29 per month but you'll get discount of £13 for the whole contract.
Anthony: are there other tariffs, really looking for more data and a few more minutes, as i stated above.
Chloe: Let me check.
Anthony: Actually Chloe, is it possible to get an email address for yourself or someone else on the sales team, or even just a general email address for the sales team, as I have to go in a moment. I am not in a rush to buy a phone so would prefer email communication if that is okay. That will also allow plenty of time to look at available deals and see which one best matches my needs.
Chloe: Ok, no problem Tara, you can come online and ask for Chloe and I can help you further with this.
Anthony: ???
Chloe: You can come back on this chat and ask for my name and I'll help you with the deal.
Chloe: you can also call our Sales team on 08442 020202 as they're our specialized team and you can check with them if they can so anything for you.
Anthony: Can I not email someone instead? I really would prefer to communicate via email
Chloe: mycare@o2email.co.uk
Anthony: okay, but when I emailed mycare I got a generic response telling me to ring the sales team. what I am looking for is an individual member of the sales team's email address where someone will read what I have written and respond with any deal they can offer me that matches what I am looking for. Surely this must exist?
Chloe: We as a single Sales advisor doesn't have a Email address, if you send you a email it directly comes to us and then our support team can access it and don't worry your all email will be with us with all the details.
Anthony: so if i email mycare@o2email.co.uk I will get an individual response with any deals you can offer me. I only ask as I have already sent said email.
Chloe: Yes sure you will get response.
Anthony: Okay thanks.
Chloe: You're welcome.
Chloe: Is there anything else I can help you with?
info: We'll email a copy of your chat transcript to .
Anthony: not for now. no
Anthony: thank you
I then emailed mycare as suggested by chloe, but unsurprisingly that didnt work. It bounced. So this time I went to chat with sole purpose of getting an email address.
info: Welcome to O2. Someone will be with you soon.
info: You're through to 'Jalal'
Jalal: Hi I'm Jalal. How can I help?
Anthony: Hi, I am trying to email O2 with a query, but the email has effectively bounced because I did not include personal information
Jalal: May I know your query please?
Jalal: I'll try to help you with this.
Anthony: can you let me know how I can make sure the email gets through to the correct place
Anthony: I would prefer to deal with the query via email
Anthony: As I explained to another individual on chat called Chloe who gave me the email address so this would be possible
Jalal: Anthony, Please give me a chance.
Jalal: I'll check this for you.
Anthony: sure
Jalal: May I know your query in short please?
Jalal: Anthony, Is your number is 07716.....
Anthony: yes
Jalal: I can see that your number is a Pay&go number.
Jalal: I'll transfer you to our pay&go team and they'll help you with this.
Anthony: my query in short is related to interest in a new monthly contract phone
Anthony: no...
info: We’re putting you through to the right person, won’t be long.
info: You're through to 'O2 : Manish'
O2 : Manish: Hi I'm O2 : Manish. How can I help?
Anthony: hi manish, ive been wrongly transferred here, but perhaps you can help me anyway
O2 : Manish: I'll check that for you.
Anthony: im looking for the email address for O2 sales team
O2 : Manish: Please give me a minute while I check that.
O2 : Manish: You can mail us on mycare@O2.co.uk
O2 : Manish: If you looking for new Pay Monthly contract phone I can transfer your chat to sales team.
Anthony: okay, when ive emailed mycare i have got the following response:
Anthony: Hello O2 Customer Thanks for your email. We can tell that you've not sent this email to us using the form on our website. Because we need some of your personal information to be able to answer your query, can you please click on the link below and webchat with us right now. http://www.o2.co.uk/chatnow We're doing this so that we can answer your query straight away. If we don't have the right personal information in your email, we'd have to email you back asking for it. This is because we need to make sure we're talking to the right person before we can answer any questions about someone's phone or account. If you'd still like to email us, please click on the link below and complete the form ? we'll get back to you within 24 hours.
Anthony: how do i actually make sure the email gets through?
O2 : Manish: Let me check that.
O2 : Manish: Can you help me exactly what your query related to?
Anthony: Buying a contract phone and getting a better deal than I can get elsewhere, BUT, I wanted to discuss it via email, not livechat, not phone and was hoping this might actually be possible
O2 : Manish: As particularly for sales team we don't have email address. you can directly sort the issue here on chat right away. Our dedicated sales team will help you with best Pay Monthly deal.
O2 : Manish: Shall I transfer you to our sales team for best deal?
Anthony: All I want to do is send an email, which will be read and responded to by someone who wants to help
Anthony: I don't want the email to bounce, I don't want to talk to the sales team, I just want to email O2 and get a response. I am stunned at how difficult this seems to be
info: We'll email a copy of your chat transcript to
O2 : Manish: Please give me a minute.
O2 : Manish: I'll check the best way I can help you.
O2 : Manish: You can email us on mycare@O2email.co.uk
Anthony: and that way I won't get the automated response I posted above?
O2 : Manish: Yes you'll get response from our email team shortly.
Anthony: Delivery to the following recipient failed permanently: mycare@O2email.co.uk Technical details of permanent failure: Google tried to deliver your message, but it was rejected by the recipient domain. We recommend contacting the other email provider for further information about the cause of this error. The error that the other server returned was: 550 550 #5.1.0 Address rejected. (state 13).
O2 : Manish: Just a minute.
O2 : Manish: I'll transfer your chat to my supervisor and she'll sort out your query.
info: Hold on. You're being put through to Ariel.
info: You're through to 'Ariel'
Ariel: We only chat when you agree to it. We do collect some information, but no more than websites normally do. We monitor chats for quality assurance, but we only use this information internally.
Ariel: Sorry for the above statement.
Ariel: Hi I'm Ariel. How can I help?
Anthony: Hi Ariel. Currently looking for an email address to contact O2 on. The mycare@O2.co.uk results in a generic response. and manish suggested mycare@O2email.co.uk which immediately bounced
Ariel: I'm the floor supervisor.
Ariel: Let me check this for you.
Ariel: Thanks for waiting.
Ariel: I'm sorry to say that we don't have email option for sales.
Ariel: You can either call our sales team or chat with them.
Ariel: Can you tell me what exactly you want to know or purchase online?
Anthony: I am amazed no-one on your sales team has email, that makes no sense. But fine, I will copy and paste what I wrote in an email and see if you can help me
Ariel: Anthony, even if your email us on the email address given above, they'll help you with the same option.
Ariel: Our sales team will help you in getting the best deal possible.
Ariel: Do you want to transfer your chat to them?
Anthony: No, its fine
STILL NO EMAIL ADDRESS!
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