Home Sweet Home & Customer Service Fail

Happy New Year! Surely I can still say that? I mean in France it’s acceptable until the end of Jan but then it’s true we like to take our time! I hope everyone has a fun / delicious / surprising / joyful / musical/ happy 2012

For us it’s definitely the mark of a fresh start, after the events of the past two years: Finally, 5 months after our offer was accepted, we moved in our new house mid-December. The house is great but there is quite a lot to do. Luckily we’re not knocking walls down or moving bathrooms and kitchens around but still. Choosing the right paint, carpets, wallpaper, bathroom tiles, sofa, dining table, chairs etc takes some time. And then we still have to put it all up!

But suddenly all of this seems easy in comparison to: getting a phone line connected! Or rather: getting information about said phone line. I have been an O2 mobile customer for a few years now and was always impressed with them so I also took my home broadband and mobile broadband with them, and now that we have the opportunity, the phone line as well. I still believe they are competent but boy, the live chat customer service is poor – you know, the “gurus”. Well, here is this afternoon’s conversation. I was trying to find out if I would need to be at home when the phone line gets connected (the house had cable before we moved in). When this starts, I have already talked to 1 person:

-Welcome to O2. Someone will be with you soon.
-You’re through to Daz.

Daz: I’m sorry for the trouble caused.
Daz: I’ll need to check this.
ombeline: Hi – I’ve recently moved house and ordered my landline and broadband with you
ombeline: hey?
Daz: I’ll need to check your account.
Daz: Can you tell me your landline number and your full name? I’ll also need the first and third letter of the answer to your security password.
ombeline: I’m sorry I’m really confused as I haven’t even told you what this is about???
Daz: I’ve read the chat above.
ombeline: Is there a phone number for the customer support? I’m sorry, this chat thing just isnt working for me
ombeline: ah ok
ombeline: So as I was saying, there is no landline number as there is no phone line in the house
-We’re putting you through to the right person, won’t be long.
-You’re through to Guru Guru – Abbie.

ombeline: and I can’t seem to find an order number in the emails that were sent to me when I placed the order
ombeline: hello? anybody there?
ombeline: seriously Is there a phone number for the customer support? I’m sorry, this chat thing just isnt working for me
-We’re putting you through to the right person, won’t be long.
-You’re through to Timmy.

Timmy: Hi I’m O2 : Timmy. How can I help?
ombeline: Hi
ombeline: Are you able to read the things I’ve already written? (your the 4th person I speak to in 10 minutes)
Timmy: I’m sorry. Give me few minutes to read.
Timmy: Thanks for waiting.
Timmy: I understand you’ve ordered a phone and broadband. You wish to know the status of it?
Timmy: Also is that a home broadband you ordered?
Timmy: Or a mobile broadband?
ombeline: yes – I believe the phone line should start on 17/1 but it wasn’t confirmed whether I would need to be at the house for this to happen
ombeline: a home broadband, I have already received the new router
Timmy: Okay. Can you please tell me your email address registered with us?
ombeline: abc@abc.abc
Timmy: Thanks. Give me a minute.
Timmy: One last question. I’m sorry, if I’m irritating you with this question. Have you got the phone and home broadband package which you ordered?
ombeline: it was the basic phone line and the all-rounder web
ombeline: (the one in the middle for the web, I’m not sure how it’s called now!)
Timmy: I can’t view any order for pay monthly mobile. Have you got any confirmation with regards to this order. If so on which email address you got the confirmation.
ombeline: It’s a home phone line, not mobile
ombeline: I am on PAYG with O2 for my mobile
Timmy: Oh. I’m sorry, I’ll need to connect you to home broadband team. They’ll check this for you.
ombeline: ok, thanks!
-We’re putting you through to the right person, won’t be long.
-You’re through to Raymond.

ombeline: Hi, are you able to read the thread or do I have to start from scratch?
ombeline: Basically I ordered a HOME phone and HOME broadband back in December and would like to know how the phone part of things is coming along
-We’re putting you through to the right person, won’t be long.
-You’re through to Guru Guru : Henry.

ombeline: I was told I’d be connected on 17/1 but no one was able to confrim whether I’d need to be here
-We’re putting you through to the right person, won’t be long.
-You’re through to Lily.

ombeline: You’re joking right? 6 advisors in 20 minutes including 2 that didn’t even talk to me?
-We’re putting you through to the right person, won’t be long.
-You’re through to Guru Guru – Danielle.

ombeline: Hello
-Hold on. You’re being put through to Abbie.
-You’re through to Guru Guru – Abbie.
[Yay! Abbie’s back!!]
ombeline: Hello
-We’re putting you through to the right person, won’t be long.
-You’re through to Guru Guru – Maddy.

ombeline: Hello
-Hold on. You’re being put through to Alison.
-You’re through to Guru Alison.

Alison: Hi I’m Alison. How can I help?
ombeline: I ordered a HOME phone and HOME broadband back in December and would like to know how the phone part of things is coming along. I was told I’d be connected on 17/1 but no one was able to confrim whether I’d need to be here
Alison: I’ll connect you to our home broad band team to help you.
-We’re putting you through to the right person, won’t be long.
-You’re through to Jason.
-We’re putting you through to the right person, won’t be long.
-You’re through to Guru Guru – Marve.
-We’re putting you through to the right person, won’t be long.
-You’re through to Guru O2 – Serena.

Serena: Hi I’m O2 – Serena. How can I help?
ombeline: I ordered a HOME phone and HOME broadband back in December and would like to know how the phone part of things is coming along. I was told I’d be connected on 17/1 but no one was able to confrim whether I’d need to be here
Serena: As I’m a pay monthly guru advisor I don’t have access to your account details. So, let me transfer your chat to our home broad band team and they’ll help you resolve your query
ombeline: no
ombeline: you sort the problem now
ombeline: I’ve been transfered 15 times
-We’re putting you through to the right person, won’t be long.
-You’re through to O2: Lenny.

ombeline: p*ss off
ombeline: see rest of the thread for explanations
O2: Hi Ombeline.
O2: Sure. [Clearly you’re not a person. But just in case, I apologise for swearing at you right away. It is not the done thing.]
O2: Please give me two minutes to read your query.
ombeline: Please take your time
O2: We have a specialized team who will help you with this. Can I transfer the chat to them?
O2: Please give me a minute while I transfer your chat to our support team.
-We’re putting you through to the right person, won’t be long.
-You’re through to Guru Guru – Darlene.
-We’re putting you through to the right person, won’t be long.
-You’re through to Dale.

Dale: Hi Ombeline.
Dale: Firstly, I’m sorry you were routed to the wrong department.
Dale: I’ve read your query above. I’ll help you with that.
Dale: Please let me know your landline number. Can you also tell me the first and third character of the answer to your security question?
ombeline: you clearly haven’t read the thread: THERE IS NO LANDLINE!!!!! THAT’S THE QUESTION!!!!!
Dale: Please let me know your full name as registered with us.
ombeline: but don’t worry, your phone customer service gave me an answer within 2 minutes so I’m fine now
ombeline: that Guru thing clearly isn’t up to speed yet
Dale: I’m sorry I wasn’t able to help you.
Dale: The thing is your chat got incorrectly routed to the wrong department.
Dale: So, they’ve been unable to help you out.
ombeline: it was rerouted at least 15 times though
Dale: I’m sorry about that.
ombeline: including 5 people telling me they were going to redirect me to the correct department
ombeline: It’s OK, I got my answer but I’m not sure I’ll use the gurus again – I’ll stick to the phone I think
Dale: I’m really sorry for the trouble caused.
Dale: Is there anything else I can help you with?
ombeline: No, that was it
Dale: Please feel free to contact me if you need any help.
Dale: You can just shout my name Dale. You’ll be routed to the correct broadband and home phone department.
Dale: I’m the only Dale in the Home Broadband and Home Phone support team.
ombeline: Thanks!
Dale: You’re welcome.
Dale: Bye. Take care.

So in total I was transferred 17 times (including Quentin who was the first one) although only 7 advisors actually talked to me. Eventually I got my answer within 2 minutes by speaking to a real person on the phone. I have to admit, by the end I was just wondering how long this could last for (between 30 and 40 minutes).

Anyway, how about you? Any bad (or good, to rebuild the faith!) customer service experiences? Are you fond of the new live chat tools or do you prefer to go on the phone? I used to like those live chats for quick questions where you don’t want to have to go through long phone menus and dreadful music while you wait but I might have to think twice now!

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