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Utterly Unacceptable Abuse

A
Rang

I have been an 02 customer since 2012 and have been used to the systematically poor customer service.

However, when I questioned the customer service provider regarding my tariff online last night,

he questioned my integrity and personally defamed me. Then ended the conversation.

It terrifies me to think how somebody with serious depression or indeed serious financial problems would feel after being spoken to in such an inhumane and cruel way. The fact that I am having to put this on a public forum in order to get the customer service I deserve, is extraordinary. However there really isn’t any other way of doing this.

At no point since 2012 have I felt like a valued customer and this is quite frankly absolutely appalling treatment.

Obviously I will be taking legal action and it goes without saying that I will be changing my internet provider as soon as I can. Who in their right mind would put money in the pockets of a company that treats its customers with such risible contempt.

I’m also going to contact various news outlets. It’s time to expose the criminally sub standard and dark ages customer service which is undermining German commerce. Lets start with 02.

 

 

o2_Solveig: Name der Mitarbeiterin im Chatprotokoll aus Datenschutzgründen editiert

21 Antworten

B
Rang
Benutzerebene 7
Abzeichen +1

I can't see anything unacceptable in the screenshot. 

You are using an old tariff that is slightly more expensive than a current tariff. The o2 my Home tariffs have been offered by o2 since 16.10 2018, but you have not yet requested a change to such a tariff from o2. The o2 employee with whom you have chatted would have liked to offer you a tariff change, which is currently not possible due to a current backlog of payments on your part.
In response, you accused the employee of providing "questionable sub-standard customer service" and he replied that your payment behaviour was about as questionable. Based on your outstanding payment, this is probably true. 

I recommend a fair and objective tone for the personal contact, then one finds better together than with inappropriate accusations. Starting the chat with "shame on you" definitely gives bad vibes. 

bs0
Rang
Benutzerebene 7
Abzeichen +7

I also see nothing even remotely defamatory in the screenshot. You should maybe take another look at what YOU wrote. People who live in glass houses shouldn't throw stones.

Let me give you some friendly advice: Take a step back from this and think about your role in the situation. How do you expect a news outlet to react to just another unhappy customer? And one who owes money to the company they are unhappy with? Why are you considering wasting money on a lawyer (what would you like them to do exactly?) when you have outstanding bills?

If you are unhappy with o2 then you should  terminate your contract at the end of the current term and choose a different provider. Freedom of contract.

In einem Diskussionforum werden Meinungen ausgetauscht. Meine Beiträge in diesem Kunden-helfen-Kunden-Forum stellen meine persönliche Meinung dar.
A
Rang

Are you an 02 employee? Because if so, everything that you have just stated is a DIRECT CONTRADICTION from a message I received from 02 today that stated: “This kind of response is unacceptable in any circumstances.”

And if you are discussing my personal finances on this public space, then you have just made the whole situation far worse.

Even if I was 6 months late with my payment, then that would be a matter fro myself and 02. You have absolutely no right to comment on it.

You can be sued for this, you do realise that?

bs0
Rang
Benutzerebene 7
Abzeichen +7

Don't be ridiculous. Maybe you should see a lawyer after all for some advice on the law.

This is a public discussion forum. If you don't want people to comment and offer their opinions then you probably shouldn't post here. If you don't like a comment or criticism then ignore it. But please don't expect other people to just agree with you. They can only react to what and how you write here.

In einem Diskussionforum werden Meinungen ausgetauscht. Meine Beiträge in diesem Kunden-helfen-Kunden-Forum stellen meine persönliche Meinung dar.
A
Rang

That’s from 02 directly. Seems your comments above are the opposite of the views of your company.

And you don’t get to speak to customers this way. That’s a fact. You’re in the wrong business.

bs0
Rang
Benutzerebene 7
Abzeichen +7

You don't know my business and o2 is not my company. You are communicating with other customers here.

And you have hit the nail on the head. If I were an o2 social media representative I would have replied the same way as above because that would be my job. It isn't though so you only get my honest opinion instead. Having said that, the employee in the chat could certainly have worded his response differently and the wording he chose is probably not appropriate for a customer service representative.

In einem Diskussionforum werden Meinungen ausgetauscht. Meine Beiträge in diesem Kunden-helfen-Kunden-Forum stellen meine persönliche Meinung dar.
A
Rang

I was told to put it up here by 02 so I would get some help. I didn't think I would get to hear from people so sad, that they actually read these things! And comment on them! My God that is amazing.

 

Seriously though. Sharing a customers personal financial information on a public forum is against the law.

 

B
Rang
Benutzerebene 7
Abzeichen +1

Well, you posted the screenshot here on the forum, not us. By the way, you forgot to black out the name of the o2 employee and thus violated the rules of the o2 community.

I think that the answer via the o2 twitter account was given without knowing the chat history. Luckily we could get our own picture of it with your screenshot. Service employees are not submissive servants who have to put up with every impertinence from the customer. Politeness is not a one-sided thing. As the question, so the answer. There is no right for customers to be rude and at the same time demand submissive kindness from the employee. 

bs0
Rang
Benutzerebene 7
Abzeichen +7

Nobody has shared your personal financial information! You posted the screenshot! And posting an employee's name without their permission is also against the law.

Sorry you think I am sad. You obviously don't understand the concept of a discussion forum. That is sad.

Yes, you were asked to write here so that someone from o2 can help you with your account. That is only possible if you explain concisely what exactly it is you would like o2 to help you with. A moderator will then look at your account in the next few days and if necessary send you a private message.

In einem Diskussionforum werden Meinungen ausgetauscht. Meine Beiträge in diesem Kunden-helfen-Kunden-Forum stellen meine persönliche Meinung dar.
A
Rang

Look. After examining your chat history on here, you are an 02 employee.

And you keep saying that I haven't paid my bill. How could you possibly know that information if you didn't work for 02. I have stated that my bills are paid. How dare you accuse me of not paying my bills.

And yes, this is illegal. It is the definition of illegal. And you can be sued. You may certainly lose your job.

I would really think about that.

 

bs0
Rang
Benutzerebene 7
Abzeichen +7

Unbelievable arrogance. You'll be pleased to know I am leaving this ridiculous conversation. You can continue to embarrass yourself here or elsewhere if you want to.

In einem Diskussionforum werden Meinungen ausgetauscht. Meine Beiträge in diesem Kunden-helfen-Kunden-Forum stellen meine persönliche Meinung dar.
o2_Jan

Hi @abusedcustomer,

welcome to the o2 community!

Let me start by saying that I completely agree with my colleague on twitter that the response you got in the chat is uncalled-for and does in no way represent the way we intend to interact with our customers.

As you currently have a “flex” contract, there is no discount available for it due to its 1-month running time. A discount is available for contracts with a 24-months running time. The change to such a contract would be possible once all outstanding bills have been paid, so if you’d like to change your contract feel free to contact us as soon as this is the case.

I can assure you that @bs0 is not an o2 employee, he is one of our customers/experts who regularly contributes to our community. He has not accused you of not paying your bills nor shared personal information of you, he simply reacted to what the screenshot you provided (and the poor response from our colleague in the chat) seemed to imply.

Best regards,
Jan.

Das digitale Wohnzimmer - Unser o2 Community-Treffpunkt -> https://g.o2.de/community-treffpunkt
A
Rang

Hi Jan

You say BS0 is “Not accusing you of not paying your bills nor shared personal information with anyone...”

You should read the comments before replying to a customer.

This is from BS0…. “Why are you considering wasting money on a lawyer (what would you like them to do exactly?) when you have outstanding bills?”

That’s exactly what he is doing. And that is the entire point.

 

How the hell can I be abused like this?

You need to understand how serious this is.

 

I’m no longer interested in your tariffs.

You don't have the first idea about customer service.

I only posted on a public forum so I could get some help from an 02 employee.

Instead I get bullied and made to feel uncomfortable about my finances.

 

I am now writing to your CEO with a list of all the names responsible.

“Let me start by saying that I completely agree with my colleague on twitter that the response you got in the chat is uncalled-for and does in no way represent the way we intend to interact with our customers. “

 

Where is my written apology? Where is my phone call apologising? Where is the attempt to stop me leaving 02?

You see, THAT is customer service.

 

 

 

 

Denner
Rang
Benutzerebene 7
Abzeichen +4

OMG 

 

please leave o2.

42! 07.99
A
Rang

And by the way...no ‘expert’ would ever bring finances into a customer service dispute. It’s not vaguely professional.

A
Rang

So now the so called experts here are bullying customers and telly them to ‘leave’ the company.

This is not vaguely professional. It is also quite nasty. But Germans do have history...

A
Rang

Hi @abusedcustomer,

welcome to the o2 community!

Let me start by saying that I completely agree with my colleague on twitter that the response you got in the chat is uncalled-for and does in no way represent the way we intend to interact with our customers.

As you currently have a “flex” contract, there is no discount available for it due to its 1-month running time. A discount is available for contracts with a 24-months running time. The change to such a contract would be possible once all outstanding bills have been paid, so if you’d like to change your contract feel free to contact us as soon as this is the case.

I can assure you that @bs0 is not an o2 employee, he is one of our customers/experts who regularly contributes to our community. He has not accused you of not paying your bills nor shared personal information of you, he simply reacted to what the screenshot you provided (and the poor response from our colleague in the chat) seemed to imply.

Best regards,
Jan.

Can you please stop mentioning this in public. It’s disgraceful. I don't have outstanding bills.

Denner
Rang
Benutzerebene 7
Abzeichen +4

:zzz:

42! 07.99
A
Rang

Thanks for your input Denner. Very professional.

 

Klaus_VoIP
Rang

Public forum - no chance to change this. 

BTW - if I´m not satisfied with a company, I move my contracts to another company and don´t ask for ...

Where is my written apology? Where is my phone call apologising? Where is the attempt to stop me leaving 02?

awful :rolling_eyes:

Meine persönlichen Meinungsäußerungen als Kunde sind NICHT gesponsert und stellen nur meine unverblümte Meinung dar! Dafür erfolgen alle Inhalte pro bono publico. ;-)
o2_Michi

Hi everyone,

 

please calm down, let’s focus on a solution and act like a community to help our customers, even if things went bad sometimes. :relaxed:

 

@abusedcustomer 

Are you interested in a conversation via private message? We can take a look into your account to find a solution for your DSL tariff.

If it’s okay for you, I’ll write a PN…

 

Best regards,

Michi

 

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