No Compensation From O2 Following October loss of service

[mau_juaquez]

Hi all,

 

Just been informed that O2 are not offering any compensation or refunding the cost of 1 days service after Fridays service loss.

 

Do they not have to refund the cost of the days loss of service as I am essentially going to be paying for something I didnt receive?

 

Dont think I have a case to exit my contract FOC but its the principle of the matter. They should at least refund the cost of 1 days service, I know its about £1, less in some cases.

 

I am so mad at this company. I do regret renewing my contract with them. Only 22 months to go!!!

[MARTIN3030]

They did offer compensation when this happened back in July.

 

http://www.guardian.co.uk/money/2012/jul/18/o2-customers-get-compensation

[tinkerbell_2k12]

Thats just i was about to say, i got 10% off my sept bill for the july loss of service you would think theyd do the same again

[MARTIN3030]

I cant see why not as those who were affected then are likely to be expecting it.

[mau_juaquez]

Not this time.

 

http://news.o2.co.uk/2012/10/12/o2-network-disruption-12-october/

 

Wrong on so many levels if you ask me!

[MARTIN3030]

Well they do specify this

 

Q. Is this the same fault as the one in July?

A. No, the cause was different. However, it has had a similar impact on our customers, albeit fewer of them.

 

The media will no doubt pick up on this.

 

The Ombudsman says that customers should first try to resolve things with O2 and if you are not satisfied,then can complain to them.

My guess is that they will probably refund those who ask for a deadlock letter so they can complain to the Ombudsman.

It may only be £1 but if you multiply this by their customer base it is big money.

[mau_juaquez]

Well they do specify this

 

 

 

Q. Is this the same fault as the one in July?

 

A. No, the cause was different. However, it has had a similar impact on our customers, albeit fewer of them.

 

 

 

The media will no doubt pick up on this.

 

 

 

 

 

The Ombudsman says that customers should first try to resolve things with O2 and if you are not satisfied,then can complain to them.

 

My guess is that they will probably refund those who ask for a deadlock letter so they can complain to the Ombudsman.

 

It may only be £1 but if you multiply this by their customer base it is big money.

 

 

 

 

 

 

 

Sorry for being dumb but what is a deadlock letter?

 

thanks

[MARTIN3030]

Its a final response in which they put it in writing that the decision is final.

[mau_juaquez]

Thanks Martin.

 

Time for a letter or email to O2 as I was getting no joy from customer services.

[MARTIN3030]

Yes better in writing.Keep us updated.

[MARTIN3030]

Their Registered office is

Telefónica UK Limited

260 Bath Road,

Slough,

Berkshire,

SL1 4DX

[andydd]

The 10% I had off before was before VAT and data charges and didnt amount to much, about two pouind something, hardly worth it.

[MARTIN3030]

If no one pursues them then they will continue to think they have got away with it.

If you went into Asda and were charged £2 for something you didnt get or paid a tenner for petrol but only got 8 quids worth..I think most would be unhappy about it.

This scenario with O2 is no different IMO.

They are very quick to demand payments when its owed to THEM !

[mau_juaquez]

Well email sent to their complaints team. Will brief any outcome.

[locutus]

If they don't give you what you want, reply and ask if they consider you to be at DEADLOCK (a complaint going to the ADR (alternative dispute resolution) will cost them a lot more that a few quid as a goodwill gesture so you can almost guarantee they'll see sense)

[Bang!]

After their last mess up they apologised for the 'unsatisfactory service' - & I got them to unlock my O2 mobile (never used directly on O2, only Giffgaff) as it was unsatisfactory being locked on the self confessed unsatisfactory O2 service.

 

So there's more room to work now.

[mau_juaquez]

Response to my complaint to O2, mights as well say jog on!

 

Thanks for contacting us.

We are genuinely sorry that a number of customers had problems with their service on Friday afternoon and evening. The problem is now fixed and full service has been restored.

While the network outage on the afternoon of October 12th was highly regrettable we will not be offering compensation in this case.

We know how disappointing it is that we’ve had another problem but you won’t be able to cancel your contract early without fees. We can’t guarantee service all the time and I assure you that we are continually working to improve the consistency of service you get from our network.

I understand the inconvenience the network disruption caused you.

We operate to the highest industry standards and using leading industry infrastructure. We will continue to challenge and assess what further steps we and our infrastructure partners can take to further improve our network performance.

Kind regards

 

Mr Template | Telefónica UK Limited

Customer Excuses Executive

Edited October 18, 2012 by MARTIN3030

[locutus]

Reply and ask if they consider you to be at DEADLOCK now and so you can escalate the complaint.

[MARTIN3030]

Yes thats a templated reply obviously one they have put together to respond to those complaining about this.

[Somebody Told Me]

In actual fact the reply provided is literally copied word for word from the bottom 2 questions from the Q&A section of the statement they issued here: http://news.o2.co.uk/2012/10/12/o2-network-disruption-12-october/

I'd give it one final go and request either a refund of the days rental or a deadlock letter. If they refuse to issue one then just wait 8 weeks from when you first raised your complaint and then approach their Ombudsman.

[2Grumpy]

That is the refund of the portion of the service that they failed to provide.

 

They might say that they might be unable to provide the service all of the time but are they really saying that when they don't / can't provide the service that you will have to pay for what they don't supply?