O2 your customer service is appalling. I have posted my experience to my blog, tell me how do you expect to attract and retain customers when your service is so bad?
So, I was excited when I saw that the new Nexus 7 LTE was going to be on sale in the UK. For the launch O2 got exclusive rights to the first sales.
I thought I would give them a shot and pre-ordered the device on the 3rd September, when I placed the order the website gave me an order confirmation page. I was expecting a conformation email as you do with most online purchases.
Later that day I checked my email and there was still no confirmation. I web chatted O2 customer services, that’s where the trouble began!
Below is the order confirmation that the website gave me (I never did get a confirmation email) and below that cut and pastes of the various web chats I have had to try to get a refund.
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You're all done. Welcome to O2.
Thanks for choosing us. We'll email you a copy of your order confirmation. And we'll keep in touch about delivery.
Order Confirmation page content from PR attachment
Pre-order by 4pm Wednesday 11th September and get your tablet on launch day - Friday 13th September. While stocks last. Pre-orders - when they're gone, they're gone. Mainland UK only. Check website for availability.
Your order number: ms-********
Order date: 03 September 2013
Card type: Visa Debit
Card number ending: ****
Card expiry: 8/2016
Your item(s)
Monthly payment
Today's payment
Google Nexus 7 4G-Ready Black
Pre-order
£319.99
Your tariff
No commitment, Free sim data
Free
Gift
Free Nexus 7 Case
Free
Delivery address
******************************
Delivery details
Pre-order
£0.00
Total monthly payment
£0.00
Total to pay today
£319.99
Heres where the web chats begin, In this one all I wanted to do was check the order went through!
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3rd September 2013
Welcome to O2. Someone will be with you soon.
You're through to 'O2 : Ango'
Ango: Hi I'm O2 : Ango. How can I help?
Tony: hi i placed an order through the website earlier today but i dont have an email confirmation of the order, could you check it please?
Ango: Yes Tony.
Ango: I'll check this for you.
Ango: Do you've an order number?
Tony: thanks )
Tony: yep, one sec
Ango: Do you've an order number?
Ango: Okay
Tony: it is ms-***********
Ango: Thanks
Ango: Did you order Pay & Go phone or pay Monthly phone?
Tony: pay & go
Tony: well i ordered a device on pay & go
Ango: Okay Tony thanks/
Ango: Please can you tell me the 4th and 5th character of your security answer?
Ango: Security question is Mother's maiden name.
Tony: * *
Ango: Thanks Tony.
Ango: Unfortunately, this order has went out of stock after you placed an order but you don't worry, If you want I'll cancel this order for you and return your money back to your account. Or else you can wait for the order to get in stock again.
Tony: how would i know if it came back in stock?
Tony: i did not get an email telling me it was out of stock
Ango: Tony, you can keep checking the website or when the order back in stock, you'll be the first one who will receive this phone at your UK address as you have already placed an order.
Ango: So many customers are waiting for this phone and waiting to the order to come in stock.
Tony: could you cancel the order and refund please
Ango: Yes Tony, I'll cancel and refund your money within 7 days into your bank account.
Ango: Please be online.
Tony: will i get an email confirmation?
Ango: Yes.
Ango: I've canceled your order and arrange your money £319.99 to get refunded into your bank account within 7 days.
Tony: ok, thank you
Ango: If you want to buy different phone then, I'll transfer this chat to sales team.
Tony: no thnak you, i dont need another phone
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10 days later, still no refund! so i web chat O2 customer services again
13th September 2013
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Welcome to O2. Someone will be with you soon.
You're through to 'Tyler'
Tyler: Hi I'm Tyler. How can I help?
Tony Ward: Hi Tyler, i am looking for an update on a refund against order number ms - ********
Tyler: Give me a moment to check.
Tony Ward: this order was cancelled 7 days ago and i still dont have the refund
Tony Ward: thank you
Tyler: Let me check.
Tyler: The order is for Google Nexus 7.
Tony Ward: yes
Tyler: The order date is 03 September.
Tony Ward: thats correct
Tyler: May I know when you cancelled the order?
Tony Ward: when i placed the order i did not get an order confirmation email, so i web chatted O2, the advisor said the device was not available ( i knew that it was a pre order) and cancelled the order and told me i would get a refund in 7 days. I have a copy of the chat transcript here
Tony Ward: Ango: Unfortunately, this order has went out of stock after you placed an order but you don't worry, If you want I'll cancel this order for you and return your money back to your account. Or else you can wait for the order to get in stock again. Tony: how would i know if it came back in stock? Tony: i did not get an email telling me it was out of stock Ango: Tony, you can keep checking the website or when the order back in stock, you'll be the first one who will receive this phone at your UK address as you have already placed an order. Ango: So many customers are waiting for this phone and waiting to the order to come in stock. Tony: could you cancel the order and refund please Ango: Yes Tony, I'll cancel and refund your money within 7 days into your bank account.
Tony Ward: thats part of the chat i had over the cancellation
Tyler: Give me a moment.
Tony Ward: thank you
Tyler: I'll check with my superior.
Tony Ward: thank you
Tyler: I've checked with my superior.
Tyler: I'll forward your details again to our support team.
Tyler: You'll get the refund within three to five working days.
Tony Ward: so what happened to the original refund?
Tyler: Give me a minute.
Tyler: I'll need to check your account.
Tyler: I can see the details has already been forwarded today.
Tony Ward: yes i web chatted earlier but did not have the order number so i was not confident that the issue would be resolved, but that does not explain why i did not receive the refund from the intial cancealltion
Tyler: You'll need to wait for the refund.
Tyler:
I'm sorry for the inconvenience caused to you.
Tyler:
I really apologize.
Tony Ward: its not your fault, thank you for your help
Tyler: You'll get the refund within seven working days.
Tyler:
I once again apologize for the trouble caused to you.
Tyler: I haven't heard from you for a while. Are you still there?
Tony Ward: i am, thanks for your help i trust the refund will now be processed?
Tyler: Please be assured we've forwarded your details for the refund.
Tyler: Do not worry.
Tyler: You'll get the refund.
Tony Ward: thank you, bye
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Not convinced I try an agent from the complaints team!
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Welcome to O2. Someone will be with you soon.
You're through to 'O2 - Kanika'
Tony Ward: hello
Kanika: Hi, I'm Kanika from O2 complaints support team. How can I help you today?
Tony Ward: hi I have just sent an email to complaints regarding how a refund for a cancelled order has been handled
Tony Ward: the order number is
Tony Ward: ms-********
Kanika: Let me check.
Kanika: Please tell me your full name and e-mail address as it appears on the account.
Tony Ward: tony ward ****@*******
Kanika: Thanks.
Kanika: Thanks for waiting. I've checked that the order was cancelled on 3rd and it takes 7 working days to get a refund. 7th and 8th being non working day , you should be able to get your refund by today.
Tony Ward: so the refund was processed on the 3rd?
Kanika: Yes, you're right.
Tony Ward: ok thank you for your help, i will check my bank account tomorrow for the refund.
The following day
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14th September 2013
Welcome to O2. Someone will be with you soon.
You're through to 'O2 - Amber'
Amber: Hi I'm O2 - Amber. How can I help?
Tony: Amber i was told today by your complaints dept that i would get a refund today on a cancelled order today, i still do not have the refund
Amber: Sure, i'll check this for you.
Tony: Your order number: ms-********** Order date: 03 September 2013
Amber: Please help me with your Full name.
Tony: Tony Ward
Amber: Thanks.
Amber: Also please help me with the 4th & 5th character of your acount password.
Tony: * *
Amber: The Security Question is : Mother's maiden name, please re-check it.
Tony: * *
Amber: Thanks, perfect.
Amber: Thanks for waiting.
Amber: I can see that the Order was canceled on 03/09 and refund id processed in 5 working days, did you check about this with your Bank ?
Tony: it is not in my bank account
Tony: i am looking at my statement now
Amber: Okay, i'm sorry for the delay however i'll send a request to get it done at the quickest for you.
Tony: this is worrying, here is what the complaints dept told me earlier.....
Tony: Kanika: Thanks for waiting. I've checked that the order was cancelled on 3rd and it takes 7 working days to get a refund. 7th and 8th being non working day , you should be able to get your refund by today.
Hold that thought. You're not connected yet. << The agent closed the chat on me here!
I try another agent, maybe this one wont quit chat on me!!
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Welcome to O2. Someone will be with you soon.
You're through to 'O2 : Avery'
Avery: Hi.
Tony: hi
Avery: I'm Avery from Complaints Support Team.
Avery: How can I assist you Today?
Tony: yesterday your colleague Kanika from complaints told me i would be getting a refund from a cancelled order, and that i should receive it yesterday, it has not been paid to my account. can you please check this
Avery: Please allow me a moment while I check this for you.
Avery: Can you tell me your full name and email address?
Tony: Tony Ward
Tony: tony@tonyward.me
Avery: Thanks.
Avery: Please give me the order number as well.
Tony: ms-*******
Avery: Thank you, Tony.
Avery: Please tell me the 4th and 5th character of the password set in your account.
Tony: * *
Avery: Great.
Avery: Please allow me a minute.
Tony: ok
Avery: I'll just check what's exactly happening.
Avery: Thank you.
Tony: thank you
Tony: still online?
Avery: Yes.
Tony: cool )
Avery: Just discussing this with my supervisor.
Tony: thank you
Tony: .
Avery: Thanks for waiting, Tony.
Avery: I really appreciate your patience.
Tony: no worries
Avery: I've just checked this with my supervisor and he said that it should've been credit back to your account, by this time.
Tony: its not in my bank account
Avery: Did you check your account today?
Tony: i am looking at my statement online now
Avery: Oh, Okay.
Tony: this is how the debit looks on my statement from the 4/9/13
Tony: O2 UK ***************
Tony: there is no credit to my account for that ammount or from O2
Avery: Yes, I also see in my system that it was taken for your order.
Avery: Please allow me a minute.
Tony: ok, thank you
Avery: Tony.
Tony: hi
Avery: Thank you for waiting.
Tony: thats fine, thanks for your help
Avery: I've pulled out the information and would like inform you, that the maximum time frame for the refund is 14 days.
Avery: If you don't get the refund in this time frame, then we'll be taking action for it.
Tony: ok i will make a note to check after 14 days
Tony: however i have been told by various advisers different timescales from 3 days to 7 days
Tony: and 14 days seems a little long to make an electronic transaction
Avery: Tony, I'm sorry that you've been waiting for this.
Avery: I can understand your concern, but usually it takes lesser time for the refund transaction to be done.
Avery: But there also a maximum time limit of 14 days for the refund team to process the refund and if they fail in that time, then we arrangement for that.
Tony: so 14 days from the 3rd is the 17th, should the credit be made by then?
Tony: Avery, i have to go, i will keep an eye on my account and contact you on the 17th if the credit is not applied
Tony: thank you for your help today
Tony: bye
