Related
All,
have to say that o2 UK have managed to plumb the depths of lousy service and total indifference to customers requirements. They have increased accessory prices for XDaII as well as reducing the contents. They are managed by a centrally run policy which does not admit to deals being done in other stores and a refusal to honour previously agreed prices.
SHODDY SHODDY SHODDY!!! is the best way to describe them, if you are a customer I would urge you to leave them and if your not I certainly wouldn't join!!!
Dont buy any product from their stores as your likely to get it cheaper, quicker and less hassle from the web (uplands mobile) or other online provider.
Such a shame that a company which brought us a great device can't live up to its customers legitimate expectations!! If you have any more comments please post on this thread.
Thanks
Pete
I can say that was also the case for me at stockport branch, Asking about XDA 2 accessories to be told information like - "yeah we dont know about that" or "no there isnt such thing available for the xda2" !!! what!! when i know there is something available for it and get told there is no such thing, lets just say i dont goto the o2 shop anymore. (was about car kits)
Cheers
shody!
Well sad to say..............
I agree, the service supplied by o2 is crap.
I have been working overseas, my biggest bill was £150, my normal bill was around £12 - £35, I'm away for 7 months, I return home and recieve a bill for £540, when I question it, they say, well pay it and then we will sort it out. I say no,lets sort it now. The answer I get is the computer says its correct although we have major problems with our new system sending out or not sending out correct bills, just pay it and we will return it if youre found tobe right, .....I think not!
So yes,changing companies going to Vodafone, dear but seems tobe more on the ball.
O2 problems seem to be becoming more common lately.
I am on orange now simply because I got fed up of the high tarrif I was put on and I had too much trouble trying to change it. The website fails to complete an order as I always get "We are sorry.... Please call xxx" halfway through entering my address details to start a new contract.
Phoning O2 is even worse, after being transferred to different departments so much I ended up doing a circle I went to an O2 shop. They say they cant do xxx instore so give me one of their phones to call and dial a number. Person on phone says theyll try and do xxx but better going in a shop "cuz they'll definitely be able to do it instore" IM IN AN O2 SHOP MAKING THE CALL!
There is someone else I know who is on O2 Online and they simply arent reading his e-mails correctly and giving dumbed down irrelevant responses. Phoning up to sort out problems is too expensive when in certain situations its O2's fault theres a problem.
Ash
O2 are are the biggest pile of **** MAN
Anyone know of a place where O2 complaints will be taken seriously or can be at least accumulated until a point where the number is enough for O2 to take notice..online petition or something?
The ISP Pipex used to leave many customers with no option but to put up with poor service or switch providers, but a website by angry customers called 'pipexwoe' was set up to collect people's bad (or good) experiences and present them in a collected form. Since then the ISP made significant improvements which may have been in part due to the awareness raised by the website so much so there was talk of changing it to 'pipexwow'.
Something like this needs to be done for O2, they cant simply go on with poorly trained sales staff, a buggy website, buggy billing system and incompetent telephone and e-mail based customer service.
I'm still stuck with O2 just for insurance on the physical XDA 2, but that took about 10 failed website order attempts (yes I now have 6 new O2 e-mail addresses though :roll: !), 50 minutes of phone calls, an hour on top on hold and 2 trips to an O2 shop. Being on hold was ok but every 7 minutes they cut you off and tell you to ring again - i.e. throw you right at the back of the queue again! I got an alternative phone number from the O2 shop without the cut off and got through in 10 minutes... silly!
Ash
On a general basis, I don't know of anywhere you can air your grievances.
But if you (as an account holder) have a serious complaint that you are getting no joy with via Normal Customer Services then they do have a HLC (High Level Complaints) team based in Leeds.
Whilst I have a phone number for them (and I'm not gonna post it here for obvious reasons), you can insist on your complaint being referred to them. They usually deal with complaints via OFCOM, but they are there to deal with referrals.
Having used them twice, I've found them very good. They sorted out my account problems, and compensated me accordingly. This was after normal CS said they couldn't do any more !
HTH
Mark
Agreed. You never get anywhere with O2 unless you are on Friends and Family! :wink:
O2 - the other side
I think caveat emptor applies.
I tried to buy my XDAII last Xmas a voucher to pruchase it for £150, but O2 did not seem able to honour it. I took it to Car phone warehouse who honoured the voucher.
I sent a respectful letter to O2 , and they sent me a £50 M&S voucher.
Mr.G
All
I agree with the respondent who has suggested a website to co-ordinate and publish and publicly punish o2 for their lousy service. I dont know how to go about it but I'd be more than willing to help if anyone knows how to set it up.
Further, aren't you guys amazed that the number of companies with hi level complaints departments these days? That alone says more about the standard of service delivery that anything else possibly can.
These are entire departments set up to protect the CEO etc from the legitimate complaints of customers and to appear to the regulator as customer focused.
If that were true, they would surely spend less on complaint resolution and more on frontline service delivery. If it were true, then the very mechanisms and processes which have given rise to their existence would work effectively on our behalf.
or am I just being silly!
Send letters of complaint to;
Mr McGlade
260 Bath Road
Slough
Berkshire
SL1 4DX
This is the CEO of o2 UK, then you'll get a response from the hi level complaints team......wonderful!!
Please keep this thread active and lets see if we cant get them to change their approach to customers!!
peterbutler19 said:
Send letters of complaint to;
Mr McGlade
260 Bath Road
Slough
Berkshire
SL1 4DX
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I wouldn't bother, he leaves in a month or so.
Try the Customer Services Director...
I've had enough of 02 recently, they've messed my billing around to the point where even though i've sucessfully paid everything in full by Direct Debit, I still get randomly disconnected and then I have to spend 50p a minute calling them to get it sorted out.
I've got the same contract as i'm on now with Orange, so i'm unlocking my xda2 and moving over.
I left O2 last week too, My bills were approaching £70 a month and i wasnt using any more minutes than i usually do, they seem to be ripping me off for data access, when i phoned them, they couldnt even find any data access on my bill and i just couldnt get a straight answer out of them as to why it was so high,
Plus my 12 month contract was up so i phoned them to see if i could get a free motorola razr out of them as i would have been happy staying with them really but when i asked they just said i would be better canceling my contract and getting a phone from a 3rd party supplier as i would get a better deal, so i did, but not with O2 this time !!!,
When i was about to leave orange many years ago, they bent over backwards offering me free phones and discounts if i stayed with them, not with O2, they just said i was better off leaving and that my contract would terminate in 30 days, they dont seem to care if they loose customers anymore
I cant see me going back to O2 anytime soon now
The thing that swayed me to 02 was the text bundles that they offered at a time when orange weren't offering, which is mainly what I use my phone for. Now, I can get exactly the same contract with orange, and without all the 02 hangups it's time I went back.
Hi all,
Couldn't wait any longer for touch pro to be available through the neworks. Took the plung and ordered today through Expansys with T-Mobile Flext 35 with W n W. My only concern it the reports of bad recieption on t-mobile. What are my rights of return with on-line sellers if my signal is bad. In my home there is no 3g and my GSM signal is between 1 and 2 bars. Always when out and about will I get the H or just 3G I seem to remember some comments on Expansys not including H with their sim cards.
Thanks everyone for taking the time to read and responding.
College.
I bought exactally the same deal and I have no worries with the signal, I get HSPDA at work, home and my GF's (3 quite spaced out locations, and I also live in the bottom of a valley).
As for returning, your problems lie with T-Mobile as you have entered an 18 month contract with them. I don't think you have many rights with regards to canceling that contract, certainly no more than about 10 days I think. But if you are having problems with reception, I'd say it was down to your area rather than the network or the phone.
l0st.prophet said:
I bought exactally the same deal and I have no worries with the signal, I get HSPDA at work, home and my GF (3 quite spaced out locations, and I also live in a valley).
As for returning, your problems lie with T-Mobile as you have entered an 18 month contract with them. I don't think you have many rights with regards to canceling that contract
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You should have a cooling off period - usually 14 days to return the product contract or not. Vodafone offer this, so i dont see why tmobile wont. You will have to pay for calls made etc.
ardsar said:
You should have a cooling off period - usually 14 days to return the product contract or not. Vodafone offer this, so i dont see why tmobile wont. You will have to pay for calls made etc.
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Sounds reasonable, I'm sure if you were to phone them up they would tell you where you stand.
I believe that the law in the UK states that on any mobile contract, you must have a 14 day period within which you can return it for ANY reason.
if expansys refuse to allow you to do this, they are breaking the law!
Hows your phone and T-Mobile ???
I'm toying with the idea of getting the same deal you went for , but i'm just unsure about t-mobile , so hows it all going ????
I went through expansys but with the t-mobile combi 30, no problems as of yet
Actually there is no law that states there is a 14 day cooling off period, this somewhat changed when the major networks got a significantly high percentage of coverage, if you purchase a phone from a shop you do not have a right to return it unless it is faulty, ie orange will not allow a return when a phone has been purchased from a shop and advise you or should advise you of this at the time, as it was costing them so much money to deal with the returned phones.
however, seen as all purchases from the internet are govered under distance selling rules, you will always have 7 days in which to return the phone to the dealer if you do not want to keep it.
And of course you still have statute law which coveres faulty goods ect.
bagg1234bagg said:
Actually there is no law that states there is a 14 day cooling off period, this somewhat changed when the major networks got a significantly high percentage of coverage, if you purchase a phone from a shop you do not have a right to return it unless it is faulty, ie orange will not allow a return when a phone has been purchased from a shop and advise you or should advise you of this at the time, as it was costing them so much money to deal with the returned phones.
however, seen as all purchases from the internet are govered under distance selling rules, you will always have 7 days in which to return the phone to the dealer if you do not want to keep it.
And of course you still have statute law which coveres faulty goods ect.
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The Distance selling regulations are actually 7 working days btw....
Hi all,
I'm new to the forum, although I've been lurking a few weeks.
Anyway, I too got a Touch Pro through Expansys with the T-Mobile Combi 30+WnW contract.
I noticed a problem with it (the contract) yesterday, which was the billing date, which was set to the 20th (had to sign up to the T-Mobile website to find this info out), and I had only got the contract on the 1st! I thought it was a little unreasonable to want me to pay over a week before the end of the month and it was also a couple of days before I get reimbursed for my time at work (and I don't want to eat cereal for a week ). I read the FAQ and billing info which said I could change it if it was in 14 days of the billing date, which it was just! So I battled with 150, robot voice of annoyance, and after managing to confuse it twice, it dropping my call twice while waiting for a reply from tech support, and giving up waiting after 10 minutes, I used their contact form to email them. A guy called me back 5 minutes later, brilliant! He moved the billing date to the 26th, for some reason the 25th which I would have preferred was a problem, but never mind.
So far though I really like the phone, which is my first windows mobile and at least the buttons work, unlike those on my hate inducing K800i.
BTW I'm pretty sure Expansys website says you have 10 days to notify them that you are going to return the phone.
Owen
2
do somebody can work it??
herrajohny said:
do somebody can work it??
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Do you speak English?
As for T-Mobile, I have had my phone for a few week now and no problems at all. I get great HSPDA signal for web browsing, after some faffing about I get YouTube streaming, calls are clear (1 dropped call in 2 1/2 weeks)and no problems with messaging either. T-mobile has by far one of the best Mobile Werb plans in the UK (Orange has 250mb limit and vodafone has 500MB fair useage, T-Mobile has 1GB Fair useage).
All in all I am very glad took the plunge!
I certainly think t-mobile offer a good service (unless abroad! - made my wallet somewhat lighter) but they have no business sense at all, as an existing customer with a month and a half left on my contract I can't use the same method to upgrade to the Touch Pro. I have a feeling it's going to be cheaper with vodafone etc when it launches though I dunno but I think I may hold out (Also for their faster HSPDA).
I wouldn't worry about fair usage policies, when I moved house with my t-mobile 1gb fair usage I didn't have the internet for a month so I plugged my n95 in and was able to get 1.5mbps to my pc. I think I must have used at least 10gb that month using it as my usenet client etc. All that happened was they sent me a letter two months down the line. I think unless you always use lots of BW, you really can see it as unlimited on any fair usage policy.
For the past month I've been trying to get an issue with TomTom Traffic on my Tilt resolved, and it's been one of the single worst customer service experiences I've ever had.
The issue is that I get an error 1506 when the traffic information tries to update. So the traffic service just doesn't work.
For the first two weeks of this ordeal TomTom claimed that there were problems with their servers, and every time I called they would tell me that the problem would be resolved on their end soon, and that if I was still having problems to call back the next day.
At some point they agreed to escalate the problem to their engineering department. I have absolutely no evidence that such a department exists; I have heard nothing from them. TomTom customer service has no way of contacting this department other than by email, and these emails are apparently simply being ignored (despite the fact that they have been "flagged" as high priority).
The issue has been escalated twice now to the engineering department, and still no response, in about two weeks.
So earlier this week a supervisor agreed to escalate the issue to the Customer Relations department, as the problem was no longer a technical issue with Traffic, but rather that their support system is broken (I am being ignored). Guess what? No response whatsoever from Customer Relations.
I called again today and apparently the Customer Relations department is one guy, and he's very busy, so it might take a while for him to get to my case. That is, there seems to be one and only one person in the entire TomTom organization who can address my issue.
This has been simply pathetic. Often when I call for support I have to wait on hold for quite a while (today, for example, for about a half hour). It's frightening to think how much of my time they've wasted.
If anyone here has any kind of contact information for someone at TomTom who's minimally competent, that would be terrific.
In any case, I strongly discourage people from buying TomTom's products.
Thanks.
This is now the single worst customer service experience I've ever had. The level of sheer incompetence that TomTom continues to display is simply mind-boggling.
I still have not heard from the "engineering" department, or from Customer Relations. I got an email today saying that my Traffic subscription has been refunded. No other explanation.
So this seems to be an admission on TomTom's part that the Traffic product does not work.
The thing is, Traffic is the only reason why I bought Navigator in the first place.
So I'm trying to get a refund for Navigator 6 and the maps that I purchased. The thing is, TomTom cannot locate my original order! I have the order date, the Transaction ID from my credit card, the amount, the credit card number, etc., but they have no evidence of the order. Somehow it's unsurprising that TomTom is not even able to look up an order.
So, a warning to potential TomTom customers: Traffic does not work with Navigator, and TomTom seems to concede this.
mikechannon said:
I don't have an answer, but I tend to agree on
PS I take it you got no joy with your identical post over on AT&T Forums!
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Yeah, I'm posting pretty much everywhere I can think to, in hopes that someone somewhere will read it and be able to help...
dagordon,
Did you get the issue resolved? I have an AT&T Tilt and had the traffic subscription working fine. I recently had to swap my Tilt (3rd one) and now my traffic does not work. I get the usual 1506 error. I've actually got a called back from their development team and they seem to think it's hardware related. What specifically, I can't say. This has worked on 2 prior tilts so them telling me it's a hardware issue is kinda strange. But I'll wait to see what they say. Interested to know if you got your issue resolved.
Are you based in the UK?
If so, you can take the software back to the retailer and demand a full refund under the Sales Of Goods Act.
Normaly you would have to ask the retailer to resolve the situation and fix it however, you have already done this so now you are entitled to a full refund as the software is "Not fit for purpose" i.e. you purchased it to use its traffic function which does not work. This is regardless of the device. You have given them the opertunity to resolve it and they have not and by refunding the money for the traffic subscription they admit that its not fully working.
route 66's traffic works great, and its free (or if you want to get technical, already paid for when you buy Route 66)
Re: AT&T
dagordon said:
Yeah, I'm posting pretty much everywhere I can think to, in hopes that someone somewhere will read it and be able to help...
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Ahh ok, guess your not in the UK then. Shame.
When i purchased a blu-ray film in the states i quickly discovered that your consumer laws are f*&ked up. I got the film home, tried to watch it to discover it was faulty. I took it back to walmart who said that as I have opened it I cannot get a refund.... How was I to know it was faulty WITHOUT opening it!? Psychic powers?
has anyone ever had any issues with card fraud following a payment made to the windows mobile marketplace?
I paid for an app for the first time ever this week and since then my card details have been ripped and used to the total of £1500, I'm not massively worried about it as they generally refund this sort of thing (its happened to me before).
But has anyone ever input their card details to their live account via the phone and then had fraud on their card?
Just a note i flashed with a cooked rom from this site at the begining of the week and without accusing or anything like that, is it possible the ROM is the cause of the details leak or just that microsoft marketplace sux?
Many Thanks
Luke
It would most cetainly be possible, but I would say very improbable. That kinda crap gets the cops looking at you. Where as a true scammer would run your and 1000 other cards for $5-$10 each and 80% of the people never even know they got charged. Emptying the account will definetelly draw law enforcment and red flags. I would say it probably didn't come from your phone but you never know. I persoanlly keep an online card with like $100 in it, and a seperate account for savings at another bank.I'm sure you'll get your money back but your chances are just as good that it got stolen at mcdonalds or Citgo and sold on irc. Was it one charge or a bunch? Were there many charges offshore? I know they typically will set up pet stores in 3rd world countries and run the cards through there.
i still had the card, and its not my main account etc, but I only ever use it for paypal and occasional online purchases, the most recent one was this week to marketplace, and suddenly ive got 10 transactions to UK companies totalling £1500, cleaned the overdraft to the max
They were all seperate purchases, there was three to screwfixdirect totaling £900, some to O2 topup, some to game.co.uk etc...
Just seemed strange that the only time ive put the details into any form of online payment for months and i get robbed
I’m considering launching some hosted services that could help game studios retain 20% more of their gamers. Would game studios pay for this and if so, how much? I’m estimating a price of $0.05 for every gamer that gets exposed to the retention service. Would that be compelling?
Or am I asking the wrong question? Are game studios more apt to just buy more installs and live with the same retention rate? If so, why?
Here is my logic behind the pricing:
I assume that if game studios are paying $1CPI and retaining 15% of users 30 days after, then currently, a retained user costs $6.67 ($1/15%).
If my hosted service could drive a 20% relative lift from 15% to 18% then cost of retained gamer drops for $6.67 to $5.56 ($1/18%)…a savings of $1.12 per retained gamer….or $0.168 for every gamer that gets exposed to the retention service. If I only kept 30% of the value then the price would be $0.05/gamer that gets exposed to the retention service.
Thanks in advance for your feedback.