Pushy sales people with TERRIBLE customer service and website

[Anonymous]

I received a call today from an O2 agent offering me a deal to reduce the cost of my call plan to offset the cost of adding a tablet to my account. The deal didn't sound bad - but I explained that I was out shopping with my young daughter and did not have long to chat. 'No problem' I was told - 'this will only take a couple of mins to complete'. 15 minutes later I was still being taken through the various stages of the process - which included asking me to confirm my email address 5 times and being read Terms and Conditions so fast I couldn't hear any of it never mind understand what I was being asked to sign up to. During this time I also repeated on several occasions that it was taking too long and I needed to go - only to be told that it would only take 1 minute longer or we were actually complete ... And then of course the agent continued to talk at 500 miles an hour for another 5 mins. At one point, my daughter was very audibly crying in the background (something the agent acknowledge) but persisted to keep talking. I ended up putting the phone down. I was then phoned back several times by different agents all wanting to complete the transaction (which I was told had already been completed) - but they needed to finish reading me the terms and conditions. I said (yet again) that I was unable to talk and perhaps it would be better if someone called me back at a time more convenient to me. Of course this fell on deaf ears on their desperation to close the sale so i put the phone down again.

Having gone through all this, I did receive an email asking me to confirm my order. I clicked through and it asked me to sign in. It then asked me to change my username. But when I try to do this it refuses. And when I try to continue without doing this it tells me that the order isn't linked to my account.

So basically o2, you've gone from having a perfectly happy customer (I've been with you for about 5 years) to now being extremely irritated. If your agent had actually thought to call me back at a time more convenient for me, you would have had a substantial sale. In fact you might have had one despite all of that if your website wasn't completely useless. As it is, I am now actually a pretty irritated customer due to your pushy sales agents who have clearly lost the ability to either listen or emphathise.

As an aside, it is really not that easy to find a way to complain. I've got no intention of phoning you - and given you seem to be trying to do everything online it seems bizarre there is no easy way to complain online other than these forums which I doubt you read / pay any attention to. But at least I've said my piece.

For anyone else on this forum I suggest that you put the phone down immediately if you receive a call from one of these sales people unless you like being 'talked at' and have a lot of time on your hands.

[jonsie]

Complaint email address in the link.

http://www.o2.co.uk/how-to-complain

[Bambino]

@Anonymous This is not O2. This is a customer to customer forum. If I were you, I wouldn't just have a rant here and forget about it. I'd check to make sure you haven't taken a new contract, and if you have, I'd check to see what you've agreed to, as it could turn out to be more than what you thought you were getting. There is a cooling off period, so if anything has gone through, you can still cancel.

General rule of thumb is never agree to anything initiated by a cold call. 

[MI5]

As you have 14 days to cancel I would check what you've agreed to and use the 14 days to cancel if you're not happy with the contract.

[adamtemp64]

What concerns me is the change of username ! I have never changed my username when upgrading or adding .

I do hope this is o2 direct and not a trusted partner.

Only need to change a user name could be a swap to business account with less rights to cancel

The emails did come from o2 directly and not a third party?

[MI5]

Yes, I thought that was a little strange too.....

[Bambino]

The OP said they weren't able to change their username, so with any luck there was never a transaction, but the OP needs to double check their account and also check their bank statement for any unrecognized charges.

People really need to learn to just hang up on cold callers. You don't need to be polite. You don't owe them any explanation. You have absolutely no obligation to listen to anything they're saying. Just hang up.

[MI5]

Well said Bambino

[Cleoriff]

I suspect this wasn't O2 at all. Seems very much like one of the so called trusted partners. Harrassment is a polite name for this sort of behaviour. Lets hope the op takes all the advice given and ensures they have not signed up to anything at all.

Either way I would definitely complain. I wonder if there was a number displayed when the call came in?

[gindygoo]

🙄 honestly it's a complete joke that "trusted partners" (I know we're not 100% sure it is a TP yet) act in this manner on a regular basis, and yet 02 see fit to keep on using them?

It's totally farcical imo 😑