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Dear O2...
Nov. 8th, 2006 09:09 pmAt approximately 8.55am on Friday 3rd November 2006 I made a 10 minute phone call on my O2 prepay mobile. At approximately 5.20pm that evening I visited a local shop and attempted to top up said mobile. I was advised by the shop assistant that the top up would not go through. Assuming that there was some kind of problem with their equipment or with my top up card I went on my way with the intention of topping at a different shop the following day. Upon arriving at my destination I was informed by a friend that, when attempting to phone me, she recieved a message stating 'this number is not in use'.
On Saturday 4th November I visted the Kingston O2 Shop. I explained my problem to the assistants and they connected me to your customer services department. Your call centre operator informed me that he had a message on his screen to capture my contact details to pass to another department. The other department only worked Monday to Friday and would need to contact me. I explained that it would be very difficult to for anyone to contact me during working hours Monday to Friday as (oddly) I would be at work and my mobile wasn't working. He asked for a work number and I explained that it is not possible for me to receive personal phone calls at work as our phone lines have to be free to enable customers to contact the department. Your operator asked whether I had a spare mobile. Is it now necessary for your customers to carry a second mobile in case you cut their phone off with no explanation? I gave your operator my parents' home phone number and he informed me that if no one answered their call they would leave a message giving me a number to call back. I accepted this as I had no choice despite the fact I would have to find a public phone box on which to phone O2 back. Your operator also informed me that it could take up to five days for anyone to contact me.
By Wednesday 8th November I had not received any contact from O2 so I phoned your customer service department again. After being held in queue for almost 15 minutes, I was informed by your operator that my phone number had been barred by a different department, my details had been forwarded to them by the operator I spoke to on Saturday and that the other department would be phoning me back.
I feel that this chain of events is completely unacceptable. Prior to joining your network just over a year ago I owned a Vodafone pay as you go phone for two years and an Orange pay as you go phone for three years. I did not experience any similar problems with their service provision. At present I am without a mobile phone which is putting me at great inconvenience and also at personal risk. I did nothing unusual to warrant my phone being barred and feel it was unethical for you to do this without warning me first. When registering the phone I provided my contact details which would have enabled you to contact me to provide prior warning.
I expect some form of compensation for this episode or I will be taking my business elsewhere.
Yours angrily
Fed up of West London
Of course I haven't actually sent this letter but I'm seriously considering it. I paid over £200 for my phone. If it was a cheap one I would've jumped ship straight away.
On Saturday 4th November I visted the Kingston O2 Shop. I explained my problem to the assistants and they connected me to your customer services department. Your call centre operator informed me that he had a message on his screen to capture my contact details to pass to another department. The other department only worked Monday to Friday and would need to contact me. I explained that it would be very difficult to for anyone to contact me during working hours Monday to Friday as (oddly) I would be at work and my mobile wasn't working. He asked for a work number and I explained that it is not possible for me to receive personal phone calls at work as our phone lines have to be free to enable customers to contact the department. Your operator asked whether I had a spare mobile. Is it now necessary for your customers to carry a second mobile in case you cut their phone off with no explanation? I gave your operator my parents' home phone number and he informed me that if no one answered their call they would leave a message giving me a number to call back. I accepted this as I had no choice despite the fact I would have to find a public phone box on which to phone O2 back. Your operator also informed me that it could take up to five days for anyone to contact me.
By Wednesday 8th November I had not received any contact from O2 so I phoned your customer service department again. After being held in queue for almost 15 minutes, I was informed by your operator that my phone number had been barred by a different department, my details had been forwarded to them by the operator I spoke to on Saturday and that the other department would be phoning me back.
I feel that this chain of events is completely unacceptable. Prior to joining your network just over a year ago I owned a Vodafone pay as you go phone for two years and an Orange pay as you go phone for three years. I did not experience any similar problems with their service provision. At present I am without a mobile phone which is putting me at great inconvenience and also at personal risk. I did nothing unusual to warrant my phone being barred and feel it was unethical for you to do this without warning me first. When registering the phone I provided my contact details which would have enabled you to contact me to provide prior warning.
I expect some form of compensation for this episode or I will be taking my business elsewhere.
Yours angrily
Fed up of West London
Of course I haven't actually sent this letter but I'm seriously considering it. I paid over £200 for my phone. If it was a cheap one I would've jumped ship straight away.
