Writing useful requests for help

Anonymous · ‎01-01-2015

Can we gather together here in this thread, some advice for people posting "help me!" type messages for the first time, to make it easier for us to responde in a useful manner?

OK, I'll start...

Please, folks, understand that we are just people, we are not the official O2 help desk, (although the support here is so good you may think it is). There are knowledgeable and dedicated people here who want to help you, free of charge, in their own tie, so don't get angry with us, please!

Please don't post any personal information - you have no privacy here, and somebody else could use it. In any case, we have no access to O2 accounts or anything else that would require your personal information.

Please DO tell us everything from the begining, and lay out your question in a clear and precise manner. Include details of your handset, (make and model), and your monthly contract or pay as you go tariff.

Tell us what you've already tried, and how you want the problem solved.

Keep calm and give as more details as needed. More is usually better.

Avoid repeating the same things, because it creates more messages and makes the thread longer and slower to read.

We know that account and tecnical problems can be very worrying and cause further stress, but please remain focused and understand that we really are trying our best to help you.

Almost all problems are solved quickly and easily if people follow these guidelines.

Thanks.

Cleoriff · ‎01-01-2015

Totally agree Well said....:smileywink:

Veritas Numquam Perit

Anonymous · ‎02-01-2015

Well said, very articulate, to the point & & all what we have said in the past

Cleoriff · ‎02-01-2015

I presume you wanted discussion on your post @Anonymous ?

We should add that we are a Customer to Customer Forum only. We have NO access to anyone's account. So whilst we can advise what steps the OP should take, ie Contact Customer services.. there is absolutely no way we are able to view accounts and discuss what has happened to them.

We have many people who come here and expect us to know why they have been 'cut off as they have paid their bill'

Another problem are the posts where people think they are actually emailing O2. They say what they have to and never return. This results in us @mentioning them many times in the hope they will come back to the forum. Most of them never do

Veritas Numquam Perit

Anonymous · ‎02-01-2015

Plus if anybody needs any extra info or clarification on a particular subject that you know somebody else might have better knowledge is to @mention or PM them so they can come to the thread & add the knowledge they have or where is the best place to go

Cleoriff · ‎02-01-2015

Agree with that @Anonymous It is something that I do constantly if it is anything technical. I know my limitations and call on those who will know much more than myself....(ie that's everybody then as far as technology goes)

Veritas Numquam Perit

Anonymous · ‎02-01-2015

Completely agree @Cleoriff I have limited knowledge of android but if I can't answer anymore after Ive given what limited knowledge I have on it then I'll mention @MI5 @jonsie or yourself you have better knowledge in that area than myself

Anonymous · ‎02-01-2015

Great idea.

This imo could be implemented in a banner or stickied somewhere on the forum if @Toby @Anonymous thinks it's warranted.

The problem I forsee is that theirs too many members to ask to adhere to this type of formatted Pre Message.

As an Open Forum people have their own way of wanting to post and help.

As sometimes members post either at the same time or within minutes of each other I can see either the thread having a few of these Pre messages ,or the moderators having to remove some to clean the thread up.

Maybe we could add something in a shortened version to signatures like we have before or start off a reply with we are not Customer Services and are customers. Just a thought.

Anonymous · ‎02-01-2015

@Anonymous wrote:

The problem I forsee is that theirs too many members to ask to adhere to this type of formatted Pre Message.

As an Open Forum people have their own way of wanting to post and help.

As sometimes members post either at the same time or within minutes of each other I can see either the thread having a few of these Pre messages ,or the moderators having to remove some

I don't understand your concern - I deliberately avoided giving anybody a "form to fill in", and the advice, (which is not obligatory), is only for the originator of the thread, not for member's replies. So, I don't see how this problem could occur, that everybody starts posting in a set way, like robots.

And whilst everybody's view is different, there are some things everybody agrees on - posting personal info is pointless, and it's almost always useful to know the handset make and model, and the tariff they are on.

And in any case, I invited other people to add to and extend my "style guide"

Anonymous · ‎02-01-2015

I assure you I don't have concern and support avenues that make the community a better place and makes it grow and Fair enough and quite rightly as you state everyone has their own opinion and style as long as it falls within the present guidelines.

Hopefully when Marjo opens up discussions about the guidelines we can all help to achieve this too.