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i persinally put up with it as my phone bills have been halved!
i send on avergage 700sms a month, use WAP for hours....and my bill is never any more than £45.
on the VERY occasianal time i need help its a pain in the ass....but overall, it saves me ££
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Posted: 2002-12-14 13:59:00
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@pachy
So...let me get this straight. The problems the guy is having with coverage aside, you're saying that if a customer calls in and says they are having network problems, we should stop contract payments?
Whats life like on your planet? o2 is not a charity.
Regarding the original problem - I cannot vouch for contract customer care but I can assure you the problem would be dealt with at Prepay customer care.
We have procedures for bad coverage in a good signal area and can get the engineers on it.
I love all the o2 haters too. A case in point about calling customer care.
At first, customer care was free. We got a lot of crank callers (one classic case of someone being asked to be put on hold because he liked the music) so we made the call chargable.
People complained because o2 took too long to answer the phone and it was charging them.
o2 made the call to customer care free. People complain because they have to wait long because we ge crank calls.
Bearing in mind o2 is recruiting all the time now and we are getting more and more people, I ask you how can we win?
But I guess haters never see that, they never see that the people are trying to help. They can't see past the end of their own noses.
Jalu - o2 Call Centre Employee and PROUD
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Posted: 2002-12-15 01:16:00
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I have no problems with o2, it is the only network that I get useable signal at home, call centres are helpfull.
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Posted: 2002-12-15 01:39:00
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@jalu, Well there`s your difference, o2 call them "haters" whereas Orange refer to callers with a problem as VALUED CUSTOMER.
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Posted: 2002-12-15 03:34:00
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@jalu
I've been an o2 (previously BTCellnet/Genie) prepay customer for over a year now and find the customer service disgraceful!
I find i'm sitting on the phone for up to an hour or two with no answer. Then, when emailling for support (which would be my only recourse if my call isn't answered) I have to wait for (on average) 4 days to recieve a reply. And even then it usually doesn't solve my problem.
The only place I have seen worse customer care is NTL!
As for the non-payment of bills - In my opinion you should only pay for the services you recieve. If network coverage/signal is so bad you cannot use your phone then you shouldn't be paying for it!
The only reason I stick with o2 is the prepay "online" package. I actually spend quite a lot per month on my phone but find I can monitor it more easily this way.
Another thing - o2 cut our free sms! Under BT/Genie there was no limit (although you would be advised to limit WAP usage if you left your phone connected most of the time!). o2 came along and limited us to 300 a month (which I go through in about 10 days if I limit myself)
I am really dissapointed with o2 on the whole but its simply a matter of money. I think that if o2 increased their charges or removed free sms then they would lose a mass amount of customers to networks which treat them better!
Best Regards (and without harsh feelings toward jalu)
David C. Barker
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Posted: 2002-12-15 14:14:00
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