Customer Service - Or Lack Thereof

To everyone concerned - this is a recent email I sent to O2 in regards to customer service I have experienced upon asking about the status of getting my DSL & Festnetz connection.  I am posting this here to make sure it is seen by O2's Customer Service after receiving a complete lack of customer service after three phone calls.  

 

(This is being posted from my friend's O2 account since I don't have one - you can't get one until your DSL & Festnetz connection is activated and a phone number is assigned)

 

(Zum Lesen markieren)To Whom It May Concern:

 

I am writing to express my disappointment with you company in regards to setting up a DSL & Festnetz connection as well as the lack of customer service I have received.   After some research about which company and offer to pick for my home internet connection, I decided to order the O2 DSL All-in S package on your website on Saturday 2 November 2013.  Upon submitting the order, I received an email that stated O2 would be in contact with me shortly in order to schedule a time to install the connection. 

 

I understand this can take some time, but on Thursday I wished to check the status of my order.  On your website, you are able to check the status by entering your phone number or username.  Upon ordering, there was no username granted and no phone number granted.  So you are unable to log into the website to check the status.  Why would you have this option on the website if there is no way to log in to check the status? 

 

Instead, I decided to call your customer service phone number to find out the status.  Instead of receiving customer service, I received disappointment and frustration.  It wasn’t that the customer service for your support line is poor; rather your customer service offers a complete and total lack of customer service.  The first phone call was made from my O2 prepaid phone which cost 20 cents and only allowed me to listen to different menus of options and not let me talk to anyone.  Again on the phone I was asked for my Festnetz phone number in order to check the status of my account – and again I was reminded that I do not have this phone number. 

 

So I tried a different phone number.  This time I was able to talk to someone only very briefly until they said they would transfer me to another person who said they would transfer me to a third person.  Okay, actually they didn’t actually transfer me to the third person.  They hung up the phone on me instead.  I paid for a phone call for someone to hang up on me after less than 10 minutes.  So my first phone call was 20 minutes of listening to menus about options that were no help to me.  The second phone call was 10 minutes just to be hung up on by someone working in your customer support. 

 

I decided to try one more time.  This time when I got through to someone after nearly 10 minutes, I explained the situation to the woman who answered.  Instead of offering any support or help, I was scolded for calling.  Your customer service department did not provide any help.  I was told waiting 6 days was not long and that I’m not patient and I need to wait longer.  I was told not to bother them with questions like this again.  Does this sound like “customer support” to you?  To me it is the exact opposite.  New customers will be spending money for your products and services potentially for a long time; do you find it appropriate that you do not offer them “service” when they try to contact you with questions? 

 

At the bottom of this email, you will find the information I provided to purchase and activate a DSL & Festnetz All-in S package.  Could you provide me with an update of when this connection will be activated?

 

In addition, I have another question in regards to this connection.  I may wish to use my own modem and router.  Is this possible?  Would it be easier to use my own modem and router and simply have you activate the network port in my apartment?  Would any ADSL modem work?  I feel it will be easier and cheaper in the long-term to use my own equipment given the level of service I have received so far. 

 

Thank you for your time.  I look forward to hearing from you soon. 

 

Best Regards,

[Redacted]

 

Name:  [Redacted]

Email Address:  [Redacted]

Phone Number:  [Redacted]

Address:  [Redacted]

To Whom It May Concern: I am writing to express my disappointment with you company in regards to setting up a DSL & Festnetz connection as well as the lack of customer service I have received.   After some research about which company and offer to pick for my home internet connection, I decided to order the O2 DSL All-in S package on your website on Saturday 2 November 2013.  Upon submitting the order, I received an email that stated O2 would be in contact with me shortly in order to schedule a time to install the connection.  I understand this can take some time, but on Thursday I wished to check the status of my order.  On your website, you are able to check the status by entering your phone number or username.  Upon ordering, there was no username granted and no phone number granted.  So you are unable to log into the website to check the status.  Why would you have this option on the website if there is no way to log in to check the status?  Instead, I decided to call your customer service phone number to find out the status.  Instead of receiving customer service, I received disappointment and frustration.  It wasn’t that the customer service for your support line is poor; rather your customer service offers a complete and total lack of customer service.  The first phone call was made from my O2 prepaid phone which cost 20 cents and only allowed me to listen to different menus of options and not let me talk to anyone.  Again on the phone I was asked for my Festnetz phone number in order to check the status of my account – and again I was reminded that I do not have this phone number.  So I tried a different phone number.  This time I was able to talk to someone only very briefly until they said they would transfer me to another person who said they would transfer me to a third person.  Okay, actually they didn’t actually transfer me to the third person.  They hung up the phone on me instead.  I paid for a phone call for someone to hang up on me after less than 10 minutes.  So my first phone call was 20 minutes of listening to menus about options that were no help to me.  The second phone call was 10 minutes just to be hung up on by someone working in your customer support.  I decided to try one more time.  This time when I got through to someone after nearly 10 minutes, I explained the situation to the woman who answered.  Instead of offering any support or help, I was scolded for calling.  Your customer service department did not provide any help.  I was told waiting 6 days was not long and that I’m not patient and I need to wait longer.  I was told not to bother them with questions like this again.  Does this sound like “customer support” to you?  To me it is the exact opposite.  New customers will be spending money for your products and services potentially for a long time; do you find it appropriate that you do not offer them “service” when they try to contact you with questions?  At the bottom of this email, you will find the information I provided to purchase and activate a DSL & Festnetz All-in S package.  Could you provide me with an update of when this connection will be activated? In addition, I have another question in regards to this connection.  I may wish to use my own modem and router.  Is this possible?  Would it be easier to use my own modem and router and simply have you activate the network port in my apartment?  Would any ADSL modem work?  I feel it will be easier and cheaper in the long-term to use my own equipment given the level of service I have received so far.  Thank you for your time.  I look forward to hearing from you soon.  Best Regards,[Redacted] Name:  [Redacted]Email Address:  [Redacted]Phone Number:  [Redacted]Address:  [Redacted]