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What a pleasant(!) experience


Dear Sir or Madam,

Here I am gonna tell my experience and how great(!) it has been, after more than 4 weeks and not having the connection yet.

First I applied for DSL connection on 6th March at o2 Stand in Saturn Shop. Then I got a call on 9th, next Monday, and she wanted to confirm my details, like address etc, and I helped her and all was fine then I got an email that indicated my cancellation on 10th.. And I went to the same stand to ask what is going on and he talked with hotline and as it turned out the lady I talked over the phone about confirmation of details somehow cancelled my application after that call we had on 9th... Then I apply again at the same stand on 13th March. Finally I got assigned to the technician with an email on 20th. That email was saying that technician would come on 8th April. So it takes more than 3 weeks for a technician to come after my application, there is an already lost week as well thanks to lovely lady in Hotline..

Then Finally, technician comes on 8th and took 10 min in the room and basement did some stuff and left saying all is fine. When I asked, when the connection would be established, he said this evening. Then I reached my place, of course I took some hours off to accommodate the technician and then went to office, in the evening and no luck.. Then I call the Hotline to ask what is going on, the guy instructed me some steps which were all fruitless. Then he opened a ticket to Line Management. Today morning I called them again to ask what is going on, then I got informed that there is/was something wrong with activation or the line itself and they have to assign another technician and the earliest date can be 16th, next week.

SO I am saying:

- You stole my week because she cancelled my application without my consent or anything.

- You or Deutsche Telekom, I really don't care at this stage, took more than 3 weeks to get a technician to come and activate the line

- Then he somehow fails to activate even though he informs me that everything is in order, but it is not so then you happen to steal my another week.

We are talking about nearly 6 weeks here. I am in Hamburg for only 4 months for my Internship and you are more than eager to steal nearly half of it, it seems.

Another complaint about English speaking hotlines.

So every time I ask "Können Sie Englisch sprechen" I ended up getting answers "Nein". But that guy on 8th April evening, his english was very good actually. Then I asked him OK why do you do this. His answer: Because this is a German Hotline. Then I ask him to redirect my call to English Hotline. Guess what? There is none..

It is not like I cant speak German, I can and will continue trying to conduct those phone calls in German but giving no other option to your customers will not help you to grow. You should see that there are actually plenty of non-German people are moving to Germany and this number will grow. They are not native German speakers and they will not be, mostly.

P.S. I had to complain here as I was not able to find any email address and my German is not that fluent to be effective on Hotline. Even though, I am aware this will be also fruitless. But I will be permanent resident in this country soon after my master and my smartphone contract also ends, which is with o2 as well. Then you will surely lose a customer in both products.

Bilal


2 Antworten

I'm convinced that the experiences you made when you wanted to get a functioning DSL-connection really cant't be called pleasant. Obviously o2 or the Deutsche Telekom have to improve their service.

But I can't approve to what you say about the necessity of offering an English speaking hotline. It may sound simple, but you are in Germany, so in my opinion you can't expect to meet people who speak English whenever you need them, even if this were desirable. Try and look for such counterparts in authorities, shops and other hotlines. In most cases you won't succeed in doing so.

As I'm abroad very often I learned that in other countries the situation mostly is even worse.

@Fuchs, Thanks for the support.

But I think it is not entirely correct to compare Germany to any random country that you travel. Putting USA and UK apart for obvious reasons, there are not too many countries that are as developed as Germany. And among those, only France can be worse. (I honestly doubt that I would have a huge problem in Netherlands or any Scandinavian country). This is my opinion, though. (I haven't lived in all of those countries). Of course, this reproach is not specific to o2. Anyway, I do not think this is the place to continue this kind of discussion further.

Main issue I tried to spread here is the quality of service offered by o2 and the technician in terms of application and activation.

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