Tuesday, November 15, 2011


Have you ever tried to buy a phone off O2? I wouldn't bother if I were you...

Lots has had her heart set on buying a new phone since her old Sony Ericsson(?) gave up the ghost a few weeks ago. After a rather large rant at her about her not spending half of the savings she's been amassing for over three years, she finally gave in and opted for the lowest spec Smart phone she could afford. Everywhere on the web seemed to be selling it at around £120, O2 had it  at seventy something.

She has her own debit card these days - one of those teenage accounts to get you used to cards but with no overdraft facility - so first she ordered it with her own card, got a delivery slot of the following day and was very happy. I waited in and nothing turned up. She phoned and they had no track of her order. I asked if she'd followed the online instructions to the letter - nothing had gone wrong but she hadn't received a confirmation email so she reordered. She still got no email. I phoned again - no order. Assuming they had maybe tracked it as a child's card and were maybe blocking it that way but giving her no indication she was being blocked, I offered to buy it if she went to the ATM in the sweetie shop and got me the cash instead.

I followed the tedious instructions again all the way through and after a wait, I was told my transaction had been declined. This was the third time with no info. I was seriously annoyed at the lack of explanation. I decided to phone and buy it instead. Another half hour was wasted going through all the same details. And at the end my transaction was declined! At least over the phone they actually tell you why! My bank smile.co.uk wasn't authorising the transaction unless I rang to confirm it was me. For crying out loud! If I can spend £70 in Tesco without being hassled, why can't I buy a phone? Thanks Smile! 2/10 for customer services, but O2's online shop could easily have explained this to me too 2/10 to them as well.

I phoned Smile and told them I was me and they told me they'd authorise me spending my money, (thanks a lot), then I phoned O2 back. No, I have nothing better to do with my time, really I don't! Yes, back to square one, I re-re-re-re-ordered the phone and was given a delivery slot of today between 7am and 9pm! No I really have nothing better to do all day than man the doorbell, honestly.

At 2pm, O2 rang me to ask if I had any suggestions for their customer services department! Communication would be a good start - I explained the saga, and before I let him off the hook I asked if my phone had been dispatched. Yes, at 1pm! Great - no more moody female child to deal with... or?

8-30pm came and I had that sinking feeling for the third time. I wasted another ten minutes with O2 who gave me the phone number of Yodel who were delivering my phone. I rang them. The reference number didn't match anything they had, so I gave them my postcode. Oh yes, that's been dispatched from head office, said the bloke in a scouse accent, it should be in Scotland tomorrow but I'm not sure when it'll get to you. I explained O2 telling me to wait in today and was informed that they'd just leave it with a neighbour if I was out so I had been misled. I also mentioned that I'd been promised a delivery today and told them I'd stayed home to wait on it. Oh some of these companies we deliver for like to promise dates but they aren't set in stone, just best guesses, he informed me helpfully!

Great customer service O2, well done - you just went down to 0/10! Next time one of my kids wants a phone I'll be recommending the T-mobile shop who always dispatch my new company phones on the day I ask and are never late!

Rant over - I'll let you know what (if anything) tomorrow brings!

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