From: mycare (mycare@o2mail.co.uk)
Sent: 18 June 2009 12:21:22
To: Tony Andersson
Hello Tony
Thanks for your email about your number transfer issues.
I tried to call you this morning to go through your questions but the call remained unanswered.
The original email you sent requesting a PAC code should have referred you to Pay Monthly customer service as it's they who should have supplied the PAC code to enable you to transfer the contract number.
It appears as though an incorrect assumption was made and that your number was being transferred, from Pay & Go to Pay Monthly when this clearly wasn't the case. The reason you've lost service twice is because your mobile number was transferred in error.
The temporary number was transferred incorrectly to your Pay Monthly SIM card. This was then corrected, resulting in your second loss of service, whilst your Pay Monthly number was correctly transferred to your Pay & Go SIM card.
Under normal circumstances you would be advised of the approximate transfer times and expected loss of service before they occurred. The credit balance which appeared to be 64p, was transferred as a credit to the Pay Monthly account along with your mobile number. This amount will now be deducted from the final bill.
With regard to your Pay Monthly bill, as I don't have access to adjust this, I've added a goodwill credit to your Pay & Go account. The additional amount on your Pay Monthly bill will equate to around £2.33.
I've added a £20 credit to your Pay & Go account. This is to cover the additional amount which you will be charged on your final bill, the 64p outstanding balance and in addition, a goodwill credit to the account to cover the poor experience and additional loss of service which you've had to endure.
I can assure you Tony, that this isn't the standard of service we strive to provide and that queries are generally dealt with quickly and efficiently. Your initial emails were clear but appear to have been misunderstood. I don't feel, having read through your previous emails, that much could have been done to make the request any clearer.
To complete the set up of your account Tony, you're also entitled to a free allowance, there are a number of allowances available and all can be found via the link below:
http://www.o2.co.uk/explore/tariffs/paygo
You can have one of these active on your account at any time and all can be selected by texting a keyword to a shortcode number, this information is included within the tariff information on the above page.
Once again, please accept my apologies in relation to your experience to date. I hope that this email answers your questions and brings to an end any inconvenience you may have experienced to date.
Don't forget, for us to answer your query faster, please provide your mobile number, two numbers that you call or send text messages to regularly and the date, amount and method of your last Top-Up, every time you email us.
Kind regards
Grant
Team EC2
O2 Customer Service
Moore or less
3 weeks ago
6 answers back:
Blimey! Two humans working in the same company??? Surely not? ;-) Maybe 'Susan' works as 'Grant' on alternate days :-P
Now, there's a thought! Do you recon that would be based on weekdays or mood?
IE, is it Monday - Wednesday: Susan and Thursday - Sunday: Grant?
No, it would make sense to have it the other way aroundand dress up for the weekend. ;-)
Or is it decided every morning, depending on what mood he's in or what clothes are not in the laundry basket?
No, surely not! I am sure I just had really bad luck with their customer service. Thrice.
I think that's good news. What's your opinon Tony? Are you happy with the outcome or have you been left feeling unsatisfied, giggety?
Just between the two of us "J" (please don't tell anyone else! :o) I'd say that O2 have done what I think a good player on the consumer market should do after having made a mistake. They've rectified the problem, and (after I complained a bit more) given me a bit of extra compensation as a goodwill gesture. And they have proven that they (and I) did have their facts right, pointing towards this being a human error rather than a organisational problem.
So from that point of view I am satisfied. I don't expect to get any feedback from them saying anything about their internal dealings with this problem and people / departments / local offices involved. That would be a bit of a commercial suicide. O2 has gone as far I expect any company to do for a (in their book) minor incident. Any more feedback to me, and I could start to think and talk about their errors more instead of moving on and forget about it. IMHO they have acted as professionally as one can expect, after the first initial errors. Maybe even a bit more, which spot on what was needed for _me_ to be OK with the resolution. After the problem now have been fixed, I still think O2 is one of the leading mobile operators in UK. I do actually believe them when they say this is an exception. (My opinion of them was rather different for a few days here, until this last email.) Errors do happen, and as long as they are swiftly corrected and I as a customer feel that I am given the right attention, I will be happy. :-)
So it ended up with a poodle.
Yes, Tobbe, they made a poodle. A nice one.
Post a Comment