Patricia Pearl - Small Claims Procedure - A Practical Guide


An excellent guide for the layperson in how to use the County Court - a must if you are intending to start a claim.

£19.99 + £1.50 (P&P)

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  1. #1
    Basic Account Holder Denbies Novitiate

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    Exclamation O2 complaints

    O2 really don't like people complaining about the standard of their services. I've had ongoing issues with my mobile broadband service for a while and have a had a lengthy conversation with customer services. Afterwards I logged into my account, and noticed that some of my personal details had changed. Some smart arse at O2 has changed my place of birth to: The Depths of Hell, Bitchville


  2. #2
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    Default Re: O2 complaints

    Take a screenshot of the changes and email them to the ceo with a covering letter.


  3. #3
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    Default Re: O2 complaints

    Log in so you have the offending data in front of you, Press the PrtScr button on your keyboard, open Paint and press and hold CTRL and tap V. Then save this picture. Next email ronan.dunne@o2.com and also state unless they start taking you seriously you will be forwarding your story to the press. That aught to grab their attention!


  4. #4
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    Default Re: O2 complaints

    Any update to this?


  5. #5
    Basic Account Holder Jodie_O2 Social Media Team. Novitiate

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    Default Re: O2 complaints

    Hi Denbies - I'm on the Social Media team at O2 and would like to be able to get this sorted for you. It's not a good customer experience and doesn't reflect how we much we value our customers. If you'd like to drop us an email to webteam @ o2.com we can speak about this in more detail.


  6. #6
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    Default Re: O2 complaints

    02 perhaps had better be very very nice to this cagger, as this shows what contempt a person paid to help us by telephone company can do to persons file to make other switch off when the complaint is carried on. I do hope 02 would want to source who the rep was and SACK THEM as this probably is not the first time such attitude will have appeared.

    It would be nice to see this thread updated that cagger has got sattisfactory conclusion and apology from 02 !!!!!!


  7. #7
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    Default Re: O2 complaints

    Quote Originally Posted by Jodie_O2 View Post
    Hi Denbies - I'm on the Social Media team at O2 and would like to be able to get this sorted for you. It's not a good customer experience and doesn't reflect how we much we value our customers. If you'd like to drop us an email to webteam @ o2.com we can speak about this in more detail.
    Just a word of warning to the OP. CAGicon has not confirmed this person represents o2, so be wary about giving details. (although webteam@o2.com does sound pretty genuine!)

    Jodie, If you are wanting to represent o2 and help sort customer problems here, I suggest you contact the site team.


  8. #8
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    Default Re: O2 complaints

    This is to confirm that Jodie has been sanctioned to deal with 02 complaints,and we ask that CAGicon members allow her to do this in her capacity.

    Jodie,welcome to the site,it is good that you have shown willingness to help our members with 02 issues.
    The site has seen many 02 customers with problems that require answers,and up to now we dont appear to have had any official representation,as is the case with vodafoneicon or orangeicon.
    Our members like to make their judgments on seeing results,we hope there will be plenty of those in the future.


  9. #9
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    Default Re: O2 complaints

    Although the OP was here yesterday,they will not have seen the offers of help.
    Therefore I have contacted them,and left a message advising of the replies made in the last 24 hours.


  10. #10
    Basic Account Holder mattyprice4004 Novitiate mattyprice4004's Avatar

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    Default Re: O2 complaints

    Absolutely shocking! Never seen anything like that before..


  11. #11
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    Default Re: O2 complaints

    Quote Originally Posted by mattyprice4004 View Post
    Absolutely shocking! Never seen anything like that before..
    I am sure everyone here will agree.


  12. #12
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    Default Re: O2 complaints

    Friendly bump for the OP, any update to this?

    Re: "...never seen anything like that before..." when working for a different company (NOT o2), their computers had a system that allowed the staff to put a pop up for anyone that looked at the account so we could leave notes to inform of any specific needs. Generally you'd maybe put "customer is hard of hearing" or "customer does not understand English very well". I have seen one that said "Customer is hard of thinking". That was reported and the person that posted it was fired for gross misconduct and walked out of the building by 2 security officers immediatly.


  13. #13
    Basic Account Holder victoriaN Novitiate

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    Default Re: O2 complaints

    Got to admit that my experience of 02 customer service has not been a good one, nevertheless, this is totally out of order!


  14. #14
    Basic Account Holder LaurynM Novitiate LaurynM Novitiate

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    Default Re: O2 complaints

    This is terrible, I work for O2 as a Business Account Manager and I am horrified to hear that a staff member would do this. I hope you get this sorted out promptly and satisfactorily.


  15. #15
    Basic Account Holder Sillyboots Novitiate

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    Default Re: O2 complaints

    This does not surprise me of O2, I am involved in another complaint with them, I was told specifically there is no number fro complaints and i cant expect a manager to call me back! hey ho off to orangeicon i go! Either way I hope you get it sorted.


  16. #16
    Basic Account Holder taylorit Novitiate

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    Default Re: O2 complaints

    I am shocked at this, generally O2 sort my complaints out within an hour now after I had to take a complaint to the CEO which resulted in O2 admitting the error, refunding the whole bill for £400+ and they gave me 3 months line rental.


  17. #17
    Basic Account Holder Paul Fan Novitiate

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    Default Re: O2 complaints

    Is this a record? See below for my experience of O2 - just trying to get a phone repaired:Over the past month I have spent several hours attempting to get my phone repaired, not a complex request I would have thought. The phone is both insured and under warranty. I have ‘chatted’ with over 30 gurus; and have been put through to your complaints department on numerous occasions. The response has been on at least 6 occasions “Please don't worry, you're now in safe hands and I'll personally look into this issue and it will be resolved at the earliest.” Aside from my time, my daughter has stayed in all day waiting for the telephone to be collected on the basis of such promises but no contact has ever been made.Yesterday morning (Thursday 26th July ) I was promised for the sixth time that I would be contacted personally by e-mail within 24hrs to resolve this on my e-mail address. I indicated that I did not believe that this would occur and therefore were I not to be contacted that my statements yesterday should be taken as formal notice of termination of contract for breach of contract on your part. O2 has of course broken its promise once again and not contacted me. I have had endless expressions of ‘sympathy’, ‘empathy’ and understanding of my 'issue'. I dont in fact have an 'issue', I have a broken phone which needs repairing. The whole complaints procedure is designed completely around the needs of the organisation rather than those of its customers and whilst customer service personnel are superficially pleasant and polite our service is worse than useless.I o intend to report O2 to Ofcom and the Ombudsmanicon and send my account of their utter incompetence to the newspapers. has anyone else had a similar experience?


  18. #18
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    Default Re: O2 complaints

    Welcome Paul.

    Send them a letter with what you have said above and give them 48 hours to collect the phone for repair, say that if it isn't collected by the end date, that you will take it to
    an independent repair shop and bill them for it and that failure ot refund the bill will lead to a court summons.

    Make the letter recorded delivery.


  19. #19
    Basic Account Holder disgruntledwith02 Novitiate

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    Default Re: O2 complaints

    I am an existing O2 customer and have been for several years having taken out various contracts with them. However, a few years ago I encountered O2's lack of customer service and empathy towards their customers first hand when I experienced a short spell of financial difficulty due to a change in personal circumstances. I am still in battles with O2 to this day. Despite my settling the account in question at the time, unbeknown to me, until last year, O2 had in fact placed a default notice against my credit file without ever having given me any prior warning either by written correspondence or verbally - their reason being, they are not regulated like other companies because communications are regulated by Ofcom which have lower regulatory guidance. I say this needs to change. I was given the contact details of O2's Ombudsmanicon, who I have written to and obtained a response that they cannot deal with my complaint because O2 issue service agreements and not consumer contracts. I am now putting a case together to submit to Ofcom - I have googled and stumbled across many dissatisfied O2 customers where the same thing has happened. I was only in difficulty for a short time and the amount I fell behind on does not even amount to any significance, however, I am effectively placed into the same category as someone who has a CCJ registered against them as a result for the next 3 years despite not being in financial difficulty anymore.


  20. #20
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    Default Re: O2 complaints

    Welcome disgruntledwith02.

    You should copy all your correspondence attached to a letter to you MP. Parliament is really the only ones that can change this if Ofcom don't have the powers.

    You could also start a petition to parliament http://epetitions.direct.gov.uk/ . Think carefully how you word it to bring in the most signatures. This won't be against O2 but against 'service agreements' being unregulated.

    Add a thread to CAGs epetition section http://www.consumeractiongroup.co.uk...57-e-Petitions and plaster links to it on as many sites and forums as you can find. Start with this one http://uknationalforums.com I think you will find not a lot of sites will delete your link if it is worded well as it's not spam.



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