I only use O2 because I want an iPhone. Their in-shop customer service is less than consistant to put it mildly.
So, for me wanting an specific Apple product, I have to ‘reward’ a telecoms company for poor customer service and poor product knowledge. Does that make sense? Of course not. It’s a contractual grudge purchase.
No doubt, when this contract ends and Vodafone et al. get their hands on the iPhone, O2 will lose customers. And, off course, they’ve taken full advantage of the exclusivity and tied people in for up to 24 months.
But, for all the fancy Sean Bean adverts on TV, is it a great marketing to have such poor customer service?
Recently when trying to buy our second iPhone, my business partner got told different information on three occasions about what was needed when purchasing. Although I already had a business account for my phone, we had to prove the business again.
After the third visit, I took my computer so we could clarify figures and print off a Purchase Order there and then. They wouldn’t let us. Conversely, the nearby iStore let me print it, even though I wasn’t buying (although I have in the past).
When we asked about the new iPhone, the O2 guy denied there was a new one coming out… a week before it was announced.
So, who am I going to moan about and who am I going to champion? And I know I won’t be alone.
{ 1 comment… read it below or add one }
Good article Craig and no, you’re definately not alone.
I did attempt to purchase an iPhone 3G earlier this year on contract with O2. Since I was only purchasing one phone for business they wanted me to go through their business team who wouldn’t sell me one.
Why? Because they didn’t think I was able to act on behalf of my business (of which I am a director). The problem was, “The bank statements don’t have your [my] name on them”. They’re company bank statements, so of course they don’t have my name on them.
But considering that I want to pick up an Apple iPhone, what are my choices? Do business with O2, CPW==O2 or Apple direct? Since Apple don’t have any phones available direct from their store (retail or online) I’ll have to go with O2 so you’ll see me in the line tomorrow, grudgingly giving O2 some of my business’ cash.
Best,
Mike