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Customer service is the worst I ever saw

J
Rang
I have been trying to get internet for 2 months now,
My issues began when they suddenly canceled my appointment without any prior notice and said they couldn't install internet on my address (event though the old tenant had o2 dsl) but then after checking with a seller the installation was available and a new appointment was booked. The salesman told me that the technician would call before going to my place on the appointment day he called after he arrived at my place, after rescheduling a new appointment on the appointment day the technician never showed up and now they asked me to wait for 3 weeks for a new appointment.

The customer service hangs up on my face and no one is willing to do anything it's the worst customer service that I have ever experienced, how are Germans able to keep up with that?

They Lie straight to your face, are rude and you can't do anything about that because you signed the contract.

For any potential clients reading this, just DON'T, it is not worth the trouble you're getting.
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Lösung von LukasKu 28 August 2019, 17:58

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7 Antworten

o2_Lars
Benutzerebene 7
Hello @JeffersonKaneta,
sorry to hear that you had such an unfortunate experience with the DSL activation by now.
I had a look into this and as far as I can see the technician tried to reach you twice but unfortunately it seems that this was not the case. Even if the technician has your mobile phone number we can not promise that he weill call you before arriving at your house. So I recommend that either you or a person of age that you trust is there to open for the technician if he rings and needs access to the TAE in your flat and the APL in the house.
We always try to arrange an apointment to the earliest date possible, unfortunately we are dependant on the local provider since only they are the only ones eligible to access the wirings.
It may happen that we order an early date but the local provider later confirms a later date. It seems that exactly this happened in your case for the new apointment :-/
Regards,
Lars
≋ Schnickschnack. Gedöns. Krams. Spiel, Spaß, Spannung ➤➤➤ g.o2.de/wcr ≋
L
Rang
I have been trying to get internet for 2 months now,
My issues began when they suddenly canceled my appointment without any prior notice and said they couldn't install internet on my address (event though the old tenant had o2 dsl) but then after checking with a seller the installation was available and a new appointment was booked. The salesman told me that the technician would call before going to my place on the appointment day he called after he arrived at my place, after rescheduling a new appointment on the appointment day the technician never showed up and now they asked me to wait for 3 weeks for a new appointment.

The customer service hangs up on my face and no one is willing to do anything it's the worst customer service that I have ever experienced, how are Germans able to keep up with that?

They Lie straight to your face, are rude and you can't do anything about that because you signed the contract.

For any potential clients reading this, just DON'T, it is not worth the trouble you're getting.


I have thesame experience - after 2,5 months waiting for the router it just didn’t work and the 2nd technician’s visit was needed. Apparently he found out that the 1st one completely messed up the cables during his “visit”. When I asked for any compensation due to all the time lost on their help lines, they just didn’t understand what I want.... The worst worst worst service ever!!!!
J
Rang
Just an update on my situation,

The technician finally showed up after setting up the router he said to wait for an hour and it should work, turns out that 4 hours later I still had no internet. So I called their customer support tried all their things (reset mode, replug stuff, factory reset) and nothing worked. So they created a tech support ticket for me. The next day I've received a call to schedule an appointment to the next day, after that they said it was ok and scheduled. For my (not really) surprise the technician did not show up and after inquiring the situation the customer support said that the scheduling was too short noticed (event though THEY offered it to me) and FORGOT to warn me about that.

So they again are just showing complete disrespect to their customers.

So it's now been around 70 days without internet after having signed the contract (and two wasted working days).

I think that I am going to pursuit my legal options now, because it's really inconceivable this kind of disregard from O2.
J
Rang

I have been trying to get internet for 2 months now,
My issues began when they suddenly canceled my appointment without any prior notice and said they couldn't install internet on my address (event though the old tenant had o2 dsl) but then after checking with a seller the installation was available and a new appointment was booked. The salesman told me that the technician would call before going to my place on the appointment day he called after he arrived at my place, after rescheduling a new appointment on the appointment day the technician never showed up and now they asked me to wait for 3 weeks for a new appointment.

The customer service hangs up on my face and no one is willing to do anything it's the worst customer service that I have ever experienced, how are Germans able to keep up with that?

They Lie straight to your face, are rude and you can't do anything about that because you signed the contract.

For any potential clients reading this, just DON'T, it is not worth the trouble you're getting.
I have thesame experience - after 2,5 months waiting for the router it just didn’t work and the 2nd technician’s visit was needed. Apparently he found out that the 1st one completely messed up the cables during his “visit”. When I asked for any compensation due to all the time lost on their help lines, they just didn’t understand what I want.... The worst worst worst service ever!!!!

You should try to talk to someone with some legal knowledge as well and try to change providers asap
L
Rang
I have my internet since mid July, but the story goes on!! I realised that there is a tiny little paragraph in the contract that they give you the O2 TV option for 1 month for free and then you have to pay monthly. Apparantly nobody was keen to tell me this when I signed the contract. And surprisingly - even though I checked with the store who repeated that I don’t pay for the first month and now it’s cancelled, 1 day later it appeared on my invoice. I got furious and spend 20 minutes shouting at the helpline, at the end they gave me a charge back, but it’s a kind of rip off if you don’t know about it. But actually - not surprising at all - I never wanted a partner sim card and now I realised that they issued one to me and charged me a monthly fee for some time.... I terminated it already of course, but until now I haven’t received any proof to see that I signed a contract for this card....
o2_Lars
Benutzerebene 7
Hello @JeffersonKaneta,
I am sorry to hear that even as tzhe technician für the activation was at your home the connection is not running :-/
We informed the local provider to have a look at this, the apointment that we tried to arrange was definetly at a time that was possible to arrange. Unfortunately there were other reasons in the communication between the local provider and us that lead to the technician to not appear. Please excuse any inconveniences.
We are stimm in contact with the local provider and I am sure that the DSL connection will be running soon.
Regards,
Lars
≋ Schnickschnack. Gedöns. Krams. Spiel, Spaß, Spannung ➤➤➤ g.o2.de/wcr ≋
o2_Lars
Benutzerebene 7
Hello @LukasKu,
my collueages already answered in your own thread, a copy of the contract should arrive within a short time (if it not already did).
Regards,
Lars
≋ Schnickschnack. Gedöns. Krams. Spiel, Spaß, Spannung ➤➤➤ g.o2.de/wcr ≋

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