I Zubin Anilkumar, am writing this from my recent (30th November 2021) experience.
I am a new resident here in Berlin, and I did my research and found out O2 is the best one for me. And I went to the O2 experience store in Tauentzienstrasse. My experience was very disappointing. I chose that particular store because I saw Google Pixel 6 pro is available for a quick take-out from that store when I checked out on the O2 website. I went and talked to the one who attended for me, and I should honestly say that it wasn't that much of a pleasant experience I had with that person. The customer care personnel asked me which plan and phone I would like to have and I told Google Pixel 6 Pro with O2 L 60GB plan for a four-year contract. And that person asked me which colour I would like to have and I chose the black version. They checked it and told me it's not available but a white version is. I agreed to have the white one. After checking again with someone else, the same person told me it's not available- the phone will be sent to me via courier. So I asked I would like to pick it up by myself from any other O2 store as I won't be in Germany for some time. I asked whether this person can help me by suggesting another outlet where the phone is available. At that point, the attending person got either angry or irritated and made a snapping gesture with fingers and said: " am I a magician to make it pop just like that! ". So I said ok and to just send the parcel to my address. And again the next problem was raised. There were some technical problems and again I had to wait. When I left the shop, I had spent almost more than 2 hours over there. Even after that 2 hours, they couldn't fix the problem with giving my contract as a printout and they promised which will be sent to me via email (which I still haven't received until now). Now I have only the O2 sim with me and leave the country for some time. Why should I be in O2 if I can't find a reason to keep this sim and later suggest it to anyone I know. I am very disappointed.
And today out of the blue I received an email saying the courier service couldn't reach me and they have sent the phone back to O2. I didn't receive an email and or not even a notification or anything about my phone is being shipped. How am I or anyone supposed to be at my residence on a working day? That too on a working hour?. They didn't even contact me via phone when the courier arrived. Now I want to terminate my contract with O2. Because I can't adjust to such a bad experience and customer service any longer. So please let me leave O2. At least do that courtesy. Thank you.
I don't know German but can speak English.
Thank you for your understanding! Zubin Anilkumar.
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Hi @Appu Zubin, thank you for your contribution to our community! I can understand that you are upset, because of course it should not be like that in the o2 store and I apologize for the employee in the store. I would like to correct in advance the info that you did not receive correctly from there: Contracts are not subsequently sent by mail. For a copy, please contact the local store again. There it will be made available to you.
Because of the shipping of the device: We sent you a mail for the shipping on 1.12., when we handed over the shipping order to the parcel service provider. This also informs you by mail about the shipment status. Have you therefore looked in the spam folder of your mailbox? By the way, the parcel could not be delivered on Friday at noon because there was no name on the doorbell, no access to the building was possible or the recipient has moved. It is not common for a call to be made by the shipping service provider when a delivery is imminent. Most of the time, online tracking is made available to you through the service provider. If you have any questions about the delivery process, please use the contact information provided on their website. However, you can revoke the contract under certain circumstances, even if it was concluded in the store. In your case, a revocation is possible, but you must initiate it with our colleagues in the store.
I hope I could answer your questions to your satisfaction and wish you a nice evening.
Kind regards Larissa
Hello Larissa,
Thank you for understanding that I am upset, The store ( o2 Shop - Tauentzienstraße, Berlin ) couldn't hand out my contract in a printed form, and for that, I spend more than TWO hours of mine over there, and in the end, they are the ones who told me they will send the contract to me by E-Mail, I think you can verify that easily because there is no Signed contract of mine, I only got the one for my contract for the Phone ( Google Pixel 6 Pro order number XXXXXX - which I don't even receive ) which is signed by me.
I checked both my spam folder and all mails folder there wasn't any email about the shipping details, which is from O2 or any shipping company. Yes, there wasn't anyone to collect my shipment, obviously, there won't be anyone, it was a working day, and the shipment was coming totally unannounced. so there wasn't anyone at my place to get the courier, which was supposed to be a mobile phone available in the store according to the O2 website, and which I could've picked it up from there itself.
Sure since being out of town first thing I will do once am back in Berlin will be, go to the store, ( i believe I have to go to the same store from where I experienced the worst customer care service in my life ever rite? ). and cancel my contract with O2.
Regards Zubin Anilkumar.
Edit: Order-ID deleted - o2_Kurt
Hi @Appu Zubin ,
haven*t you received any Mail regarding the SIM Contract?
The mail is still identical and verified. Either way, the contract should have been given out if you’ve requested it, of course.
Would you like us to open a complaint about that?
Regarding the cancellation: Will you return in December of this year? 14 Days are timeframe, in which you can normally request the withdrawal. With the cellphone still in flux, these timeframe could change.
We’d need to keep an eye on the status of the deliver and return, as well as the generell timeframe-
If you won’t return within the next week, please let us know here so we can check how to proceed in this special case.
Best regards, Kurt
Hello Kurt,
Thank you for your reply, I still haven't received any mail or printout regarding my sim card tariff and details.
I want to raise a complaint about the sim card and also about the rude behaviour I experienced from the O2 staff from the store.
I think I will be arriving in Berlin on December but am not quite sure, the pandemic situation new variant so am not travelling much,
If I can do the cancellation online that will be very helpful. or if you can deliver the phone to my current location am fine with that too.
Regards, Zubin Anilkumar.
Hi @Appu Zubin ,
there have been a few new developments in the last few days. The Google Pixel has been returned to us. resulting in a cancellation of the contract.
The SIM-Contract has also already been flagged for deactivation, because these two contracts are bound,
So the good news is: You don’t need to go back to the shop, since every measure for a complete contract cancellation has been made.
Would you mind switching to the personal messages to send us a litte description for the complaint?
Best regards, Kurt
Hello Kurt,
Thank you for everything. Sure I will send you the details of my complaint as a Personal Message.
Regards, Zubin.
Hello Kurt,
I don't know how to send a personal message to you, it will be very helpful if you can guide me on how to do it.
Regards, Zubin.
@Appu Zubin If you klick on o2_kurt name you should see the bottom Privatnachricht.
Hi @Appu Zubin ,
thanks for already trying to send a message!
I’m sorry I didn’t mention it earlier: We handle PNs with a different account, called @o2_Support, so every Moderator can check on the status or take over if its necessary. You write a PM to that account the way Joe Doe showed, or check your inbox: an inital PM should now be waiting for you
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